App Assure Manager

App Assure Manager

10-13 years
Not Specified

Job Description

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
AAM-Build enduring customer relationships to identify business needs for application compatibility and resolving issues through the App Assure process for the M365 Suite.
Communicate the scope of program, expectations, and rhythm of the engagement during onboarding phase to customers.
Collect application details efficiently and thoroughly in order to limit the customer and support interaction, leading to a swift time to resolution.
Monitor case escalations, remove blockers to ensure timely resolution.
Ensure all applications are fully unblocked to meet target platform.
Point of contact for Independent Software Vendors on compatibility issues.
Leverage the Ops Dashboard for Portfolio management and keep high data quality.
Foster positive customer relationships while effectively managing challenging situations and driving customer success.
Demonstrated skills and abilities to consistently create a positive experience for our Customers and Partners.
Provide the insights about the product and process and share the customer spotlights.
Close partnership with FastTrack team to address the compatibility issue during the M365 deployment.
Windows and Office Product Group Engineering Escalations and Collaboration on remediation of customer issues.
Validate the customer requests and assign to App Assure Manager after discussing with App Assure Manager Lead within the 24-hour initial contact SLA.
New App Assure Manager training & mentoring.
In this role you will become world best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn.

Facilitate timely and impactful engagement of Application Compatibly technical resources to resolve application compatibility issues with Windows 10, M365 Apps, Windows Virtual Desktop, Microsoft New Edge, and select services on Win10 on ARM devices.
Gather input from the customer to determine their application remediation needs and effectively track the progress of their application assure activity.
Provide a clear update on customer engagement with high efficiency of data quality.
Collect, analyze, and communicate critical Application compatibly feedback to improve Windows, and Office products and the end-to-end FastTrack Application Assure process.
Build and maintain strong relationships across multiple teams with customers.
Maintain strong working relationships with other customer-facing account personnel in the Sales, Services, Marketing, and Product Management teams.

4 to 10+ years of technical consulting, it administration, support, project management, customer success management, or related work
bachelor's degree or higher in computer science, engineering, math, or equivalent's experience.
3 to 6+ years of technical experience with windows desktop management, m365 apps, windows virtual desktop, and microsoft new edge and/or application development.
excellent communication skills and presentation skills.
knowledge of coding languages (e.g., visual basic, c++, java, javascript)
work with developers in agile projects and product groups throughout the software development life cycle.
strong organizational/time management skills and the ability to manage multiple projects simultaneously.
proven ability to work across a virtual team with remote team members and cross-organization boundaries.
fluent in english.
3rd language is a plus.
ability to meet microsoft, customer and / or government security screening requirements are required for this role. these requirements include, but are not limited to the following specialized security screenings: microsoft cloud background check: this position will be required to pass the microsoft cloud background check upon hire / transfer and every two years thereafter.

Job Details

About Microsoft

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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