Senior Customer Experience Engineering Manager Bucharest

Senior Customer Experience Engineering Manager
Bucureşti
Bucharest, Bucharest, Romania

Overview

Principal Azure Engineering Manager, Customer Focus

Are you interested in working for one of the most exciting teams in Microsoft, relentlessly focused on customer needs and advancing Microsoft's cloud first strategy? Interested in a
- up environment, passionate about cloud computing technology and driving growth in one of Microsoft's core businesses? Then the Azure Customer Experience (CXP) Team is for you! 

The Principal Azure Customer Engineer (ACE) Manager is accountable for
-
- end engineering support delivery for an assigned portfolio of Microsoft strategic customers, demonstrating a critical partnership with internal and external stakeholders. This role serves as the primary leadership point of accountability and/or escalation for their portfolio of customers and has direct people management responsibility for Azure Customer Engineers. The ACE Manager is responsible for driving customer satisfaction.  

We are fundamentally changing how we deliver
- class support to our top Azure customers and building a new global support and operations team to do it. We are looking for a
- obsessed Support Lead to help us launch and grow a new team focused on delivering an extraordinary experience reinventing customer support. This is a unique role in the Azure CXP team following the 'Player-Coach' leadership principal with 50% customer engagement on complex support issues, and 50% managing and coaching a team of Azure Cloud Engineers in supporting our top Azure customers. This role requires strong operational, leadership, and technical skills to manage a team of engineers responsible for providing world class support to our customers. You will work with industry leading companies and directly partner with engineering teams within Azure to deliver solutions and new capabilities, leading a team of highly skilled engineers delivering support for our customers’ most mission critical Azure deployments.

Hire,
- board, develop, coach, mentor and evaluate Azure Customer Engineers. Set a clear bar for excellence. Build a high performing team that will be diverse and inclusive.  

Must possess exceptional
- team collaboration and communication skills.  

Coach and enable your team to deliver world class support with an engineering mindset to strategic S500 customers.  

Drive operational excellence, including ACE direct case ownership, improved Time to Mitigate (TTM) and ACE Problem Resolution Owner function.  

Up level ACE role to focus on customer success and business impact #Az
CXP

Qualifications

Basic Qualifications: 

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

Responsibilities

Responsibilities

Continual Engineering Improvement: 

Support Readiness: 

People Leadership: