Support Escalation Manager - Korean Speaker

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. The Critical Situation Management Execution Team (CMET) is part of Customer Service and Support (CSS).  CMET owns the Critical Situation (CritSit) Process and works across Services, CSS, Worldwide Commercial Business and GSMO and other business groups ensuring all the parts are compliant with the process and ensuring a high-quality customer and partner experience when facing a CritSit.  CritSit are business critical situations escalated by Microsoft’s highest priority Premier customer segment that includes customers from government, military, and fortune 500 companies. The Relationship Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies.  The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit.  The CMET group provides 24x7, 365 days a year business and after-hours coverage, identifying internal failings and driving positive change. Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays as needed per the business needs The Relationship Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies.  The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit.  The Execution Team provides 24x7, 365 days a year business and after-hours coverage, identifying internal failings and driving positive change. Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays. 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.

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 of 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.  Delivering a high-quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way