CritSit Manager

Company: Insight Global
Location: Irving
Posted on: September 16, 2023

Job Description:

This role's purpose is to:
-Address high priority customer escalation needs for critical and high-visibility problems impacting Microsoft's strategic Premier customers and Partners.
-Participate in 24x7 coverage schedule providing timely, reliable and high-quality response to complex customer escalations.
-Provide mentor assistance to Premier and CSS Delivery regarding the CritSit process when required to ensure successful execution.
-Interface with various departments and groups within Microsoft to drive resolution, up to the executive level as necessary.

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 possible.

* Expanding internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners.

* Identifying systemic issues and flagging process breakdowns during the execution of the CritSit Process.

* Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.

* Pursuing proactive actions to help prevent future issues.

* Leading projects and work groups to improve process and tools.

* Establishing / Maintain Relationships

* Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.

* Actively participating on project initiatives owned by CMET

* Providing CritSit reporting to allow businesses to make better decisions.

Required Skills & Experience

o 8+ years technology industry, customer service, or related experience

o OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience

o OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience

o OR equivalent experience.

o Experience working with Microsoft products and services.

o Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).

o ITIL and PMP certification is desirable.

o Business level fluency to read, write and speak Mandarin

Keywords: Insight Global, Irving , CritSit Manager, Executive , Irving, Texas