Posted:2 days ago|
Platform:
Remote
Full Time
The CritSit Management & Escalation Team (CMET) is a global team within CSS delivering on the Critical Situation Management (CritSit) process for Microsoft's Premier customers.
The CMET team delivers world class management of our Enterprise Customers critical situations with the goal to swiftly remediate the most severe business impacting issues through process adherence, customer communication and Engineering resource allocation leading to positive Customer sentiment.
Positively impact customer satisfaction by:
• Managing Premier Customers and Partners Critical Situation incidents to ensure that the CritSit process is being followed and any need for escalation is addressed.• Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations.• Deliver a high quality customer and partner experience through timely and effective Resolution of customers issues in the quickest way possible.• Expand internal visibility of Premier Customers Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.• Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System.
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