With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Do you have a passion for Dynamics 365 and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to consolidate and improve their Dynamics 365 applications? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you!

Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Planning and delivering proactive and reactive support including onsite presence as needed (post Covid restrictions).
• You will work with a larger customer account team to strengthen customer relationships and to work on mobile-first cloud-first strategies that allow you to develop an immediate and long-term Customer Success Plan and Value Based Delivery for reactive and proactive needs.
• You will Identify and manage customer goals and SfMC opportunities across Dynamics 365 to improve the quality, consumption, and health of the customer’s solution.
• You will drive and participate in proactive delivery management as well as spot performance issues, analyze problems, and drive activities focused on stabilizing and optimizing your customer’s solution.
• You will work with internal Microsoft support teams, account teams, product engineering and service engineering teams and other stakeholders to ensure a streamlined and efficient customer support experience.
• You will apply and share lessons learned for continuous process and delivery improvement for the customer and peers.
• You will engage in meetings with your customers and account teams to review Support for Mission Critical services, customer support issues, and articulate your Customer Success Plans.
• You will share and gain knowledge through technical communities.
• You will contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.
  

Qualifications

• 5+ years of industry experience assessing complex, business critical Dynamics CRM - Dynamics 365 Apps and/or D365 Customer Engagement on-premise environments against Microsoft good practices & supporting customers as they go-live and operate their solution
• Dynamics 365 Finance & Operations experience is a plus.
• Knowledge with tools commonly used to manage complex D365 Apps (Online)/D365 Customer Engagement (CE) implementations,
• Deep understanding of related Microsoft technologies, including SQL, SSRS, SSIS, SharePoint, Visual Studio and .NET
• Knowledge and experience in reviewing Microsoft D365 Apps/Customer Engagement performance, supportability, infrastructure design and customizations Strong problem-solving and technical leadership skills
• Solid understanding of client/server, networking, and Internet technologies fundamentals
• Understanding of n-tier solutions
• Strong problem-solving and technical leadership skills
• Works well in a global team environment
• Excellent Communication Skills - presentation and written English. Communication skills that allow you to take lead and control the communication with customers, internal Microsoft stake holders and third-party vendors.
• Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
  

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.