director of sales support

Kempinski Hotel

<div> Ensure the yearly sales budget is achieved and surpassed by assisting to and cooperating with the Director of Sales. </div> <ul> <li> Assist the Director of Sales in the Management of the Sales Team especially in the absence of the Director of Sales and occasionally the Commercial Director.</li> <li> Attend internal Meetings and Conference Calls, and Client Appointments and Client Events in the absence primarily of the Director of Sales but also the Commercial Director.</li> <li> Responsible for key account management on an assigned account  (base or geographic area), ensuring revenue maximization, achievement of personal targets and increasing fair market share versus competitor set.</li> <li> Responsible for prospecting new accounts.</li> <li> Responsible for all segments of assigned geographical markets, which may include, but not be exclusively limited to European markets.</li> <li> Conduct site inspections.</li> <li> Adhere to the Corporate SOP s.</li> <li> Follow up of tentative bookings in the assigned markets.</li> <li> Detailed knowledge of competitor set.</li> <li> Detailed knowledge of all services provided by the Hotel and all relevant facts and figures of hotel.</li> <li> Responsible for timely contracting from the client base responsible for.</li> <li> SMART contracting to ensure optimum yielding during annual rate negotiations.</li> <li> Attend trade shows, sales blitz, workshops, etc. in the assigned markets.</li> <li> Assist the Director of Sales / Commercial Director in defining an annual sales action plan and execute set actions accordingly.</li> <li> Assist the Director of Sales / Commercial Director with the preparation of the annual budget by providing statistics and forecasts of account productions.</li> <li> Execute sales actions within set cost budget structure.</li> <li> Cross Sell other Kempinski Hotels. </li> <li> Aim to achieve the Company Sales Vision.</li> <li> Document all sales actions in SFA (S&amp;C).</li> <li> Update OPERA contact database at all times.</li> <li> Understand, and follow the Company Sales Vision.</li> <li> Participation in Duty Manager rota.</li> <li> Understand and strictly adhere to the Rules &amp; Regulations established in the Employees Handbook and the Hotel s policy on Fire, Hygiene, Health &amp; Safety.</li> <li> Ensure that all potential and real hazards are reported and rectified immediately.</li> <li> Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel. </li> </ul> <div><br> </div>

Asssistant Director of Sales - Leisure

six senses

<div><p>As Director of Sales (Cluster), I fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them, plus our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness.</p>
<p>
Sustainability, Wellness and Out of the Ordinary experiences are at the core of everything we do at Six Senses. I will safeguard these pillars and ensure full knowledge and active participation of all our brand initiatives.</p>
<p><b>
Duties and Responsibilities
</b><br>
As Director of Sales (Cluster), I will assume full responsibility for the efficient operation in the following:</p>
<ul><li>Keep abreast of industry trends and practices and update knowledge and skills to improve the product and service offering.
</li><li>Focus on the rejuvenation of my department.
</li><li>Processes will be constantly assessed and reviewed to remain relevant, innovative and in keeping with Six Senses wellness and sustainability practices.
</li><li>Drive the right business at the right price to ensure the property achieves budgeted occupancy, rate and revenue.
</li><li>Undertake advertising, sales, promotions and publicity initiatives and working with the revenue manager for setting rates and directing the sales and marketing team.
</li><li>Continually focus on revenue generation and profile building for our property and for Six Senses. Marketing strategies and tactics will be constantly assessed to remain relevant and effective.
</li><li>Partner with the Cluster Commercial Director to develop and execute the long-term commercial strategy for the hotels.
</li><li>Work closely with the Revenue Management, Marketing, and Operations teams to ensure alignment of goals and strategies.
</li><li>Where required, attend local on-property meetings with General Managers and Ownership (as needed) to present and align on performance vs objectives.
</li><li>A high standard of personal appearance, grooming and hygiene, plus comprehensive knowledge of safety, security and emergency procedures will be maintained by myself and all hosts in line with brand and statutory requirements.</li></ul><br>
<p><b>Qualifications</b><br>
To execute the position of Director of Sales (Cluster), I must have the required qualifications, technical skills and experience in a similar role in luxury hotels with proven results and includes the following:</p>
<ul><li>Possess a Diploma or Bachelor's degree in Sales &amp; Marketing, Hotel Management, Business Administration, or a related field. A Bachelor's degree is preferred.</li><li>Possess at least one year of related sales experience in a luxury environment, or an equivalent combination of education and hands-on experience.</li><li>Technical skills include proficiency in MS Office and familiarity with hotel-specific systems such as PMS and sales platforms.</li><li>Demonstrated ability to interact with customers, employees, and third parties that reflects highly on the resort and the Six Senses brand.</li><li>Exhibit strong problem-solving, organizational abilities, and excellent verbal and written communication skills.</li><li>I will maintain a thorough understanding of Six Senses in terms of guidelines, operating standards, and sustainability practices.</li><li>Fluent in English.</li></ul>
<p>
The above is intended to provide an overview of the role and responsibilities for a Director of Sales (Cluster) at Six Senses Amaala It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position.</p>
<p>
Six Senses Amaala is an equal opportunity employer. This policy applies to all terms and conditions of employment</p><p>
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.</p></div>

Director of Sales (Cluster) – Six Senses Amaala

Hotel Equities

<p></p><div><p>Hotel Equities, a multi-award-winning hotel development, and hospitality management company, is currently searching for a remarkable <b>Dual </b><b>Director of Sales </b>for<b> </b><b>SpringHill Suites Topeka Southwest, Topeka, KS, and Fairfield Inn Kansas City at the Legends, Kansas City, KS</b>.</p><p><b>
Your expertise shapes us:</b></p><p></p><p><br>
 The Dual Director of Sales will be responsible for the development and implementation of the total sales effort of the hotel, including securing new accounts, maintaining existing accounts, and executing sales and marketing strategies to maximize the profitability of the hotel while maintaining customer satisfaction. Other responsibilities may include but are not limited to the following:</p><br>
<p></p><ul><li>
Developing and maintaining relationships with key clients in order to produce group business, including room sales, F&amp;B sales, and catering/banquet services.</li><li>
Attending networking events, developing and maintaining good relationships with officials and representatives of local community groups, companies, and trade organizations, and attending local and out-of-town meetings and conventions in order to generate sales for the hotel</li><li>
Conducting site tours</li><li>
Maintaining customer database</li><li>
Developing contracts and following up with customers</li><li>
Developing and managing the departmental budget and monitoring sales activity and performance to ensure sales meet or exceed the established profit plan and to accurately report variances/projections to management</li></ul><p></p><p><br>
 <b>You Are:</b></p><br>
<p></p><ul><li>
An experienced Director of Sales with 5+ years of hotel sales experience</li><li>
Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt sales processes and systems.</li><li>
Well organized, detail-oriented, and able to work independently.</li><li>
Display initiative, perseverance, and analytical skills</li><li>
Team player, professional, and lead with integrity</li><li>
Available to meet guests which may include weekends</li><li>
Ability to read, write and speak English, with excellent grammar and communication skills (written and verbal)</li><li>
Engaged, authentic, and prepared to prospect, sell, and maintain accounts to positively impact revenues for a &quot;best in class&quot; hotel!</li></ul><p></p><p><b><br>
We are:</b></p><p></p><p><br>
Hotel Equities is an award-winning hospitality company with a diverse culture and a unique environment that empowers our team to exceed guests' expectations and make a distinct difference in people's lives.</p><p>
At Hotel Equities, we have redefined business culture and captured it in our core values. From our Atlanta-based headquarters throughout all of our hotels, these values aren&rsquo;t posted on a wall and are ignored. They define who we are and how we conduct ourselves with investors, guests and one another.</p><p></p><p><br>
 Hotel Development Company | Hotel Equities</p><p></p><p><b><br>
What we can offer you:</b></p><br>
<p></p><ul><li>
$80,000-$85,000, Salary based on experience</li><li>
Bonus</li><li>
Cell phone allowance</li><li>
Health, vision and dental insurance</li><li>
401(k)</li><li>
Vacation and Sick Pay</li><li>
Paid Holidays</li><li>
Discount programs for shopping, travel, tickets and more.</li><li>
Access to our Talent team to help you reach your career growth goals.</li></ul><p></p><p><b><br>
EOE/DFW</b></p><p></p><p><b><br>
Please note that this job description is not an exclusive or exhaustive list of all functions that a Director of Sales may be asked to perform</b></p></div><p></p>

Dual Director of Sales | SpringHill Suites & Fairfield Inn, KS

Mastercard

<div><p><b>Our Purpose</b></p><p></p><p><i>
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we&rsquo;re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.</i></p><p></p><p><b>
Title and Summary</b></p><p></p>
Director, Specialist Sales, Transfer Solutions, East Arabia<p></p>
1- Overview:<br>
The Mastercard Move EEMEA team is seeking a Business Development Sales Director to lead commercialization efforts for Mastercard Move, with a focus on Mastercard Send across East Arabia. This role is pivotal in driving both strategic and tactical initiatives, shaping value propositions, crafting go-to-market strategies, and supporting client engagement. You&rsquo;ll collaborate closely with internal teams, customers, and the regional product group to ensure offerings are aligned with market needs.
<br>
Mastercard Send is a cornerstone of Mastercard&rsquo;s real-time payments strategy&mdash;enabling fast, secure, domestic and cross-border transfers for businesses, governments, financial institutions, fintechs, and consumers.<br>
<br>
2- Role:<br>
<ul><li>Drive product sales and revenue growth for Mastercard Send in East Arabia
</li><li>Identify client needs through consultative selling and deliver tailored solutions
</li><li>Build and manage a strong sales pipeline; lead opportunity tracking and conversion
</li><li>Partner with Account Management and BD teams to close deals and expand relationships
</li><li>Align sales efforts with internal teams and regional product strategy</li><li>Serve as the go-to expert for Mastercard Send in the region</li><li>Support budgeting, business planning, and internal alignment with the product team</li><li>Conduct market analysis to inform product and GTM strategies</li><li>Ensure seamless customer implementation and track KPIs to optimize solution performance</li></ul><br>
3- All About You:<br>
<ul><li>Proven experience in business development across diverse client segments</li><li>Deep understanding of the payments ecosystem and market trends
</li><li>Demonstrated success in managing sales targets and P&amp;L</li><li>Self-driven with the ability to manage complexity independently</li><li>Excellent communication, presentation, and stakeholder engagement skills</li><li>Effective team player in fast-paced, collaborative environments</li><li>Bachelor&rsquo;s degree in Engineering, Economics or Management. Advanced degree or MBA preferred</li><li>Proficiency in English is required</li></ul><p></p><p><b>
Corporate Security Responsibility</b></p><p><br>
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:</p><ul><li><p>
Abide by Mastercard&rsquo;s security policies and practices;</p></li><li><p>
Ensure the confidentiality and integrity of the information being accessed;</p></li><li><p>
Report any suspected information security violation or breach, and</p></li><li><p>
Complete all periodic mandatory security trainings in accordance with Mastercard&rsquo;s guidelines.</p></li></ul></div><p></p>

Director, Specialist Sales, Transfer Solutions, East Arabia

ASMO

<div>
 <p>
  ASMO is a groundbreaking joint venture between DHL and Aramco. Inheriting DHL&rsquo;s logistics excellence and Aramco&rsquo;s extensive supply chain ecosystem, we are here to set a new benchmark and redefine the procurement and supply chain landscape, enabling growth.
 </p>
 <p>
  ASMO aims to be operational in 2025 and provide reliable end-to-end integrated procurement and supply chain services for companies across the industrial, energy, chemical, and petrochemical sectors. Our focus customers in the short term will be Saudi Aramco and its Affiliates. In the long term, all the industrial sectors within Saudi Arabia aim to reach the MENA region.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Objective:
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Direct Sales &amp; Customer Service Director is responsible for overseeing and driving sales activities while ensuring the highest levels of customer satisfaction. This role plays a key role in achieving ASMO&rsquo;s strategic goals and maintaining its competitive edge in the market.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    General Responsibilities:
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Develop and execute the Department&rsquo;s long-term strategic plan in alignment with the corporate strategies.
  </li>
  <li>
   Develop annual business plans for the Department and ensure the achievement of financial and strategic objectives.
  </li>
  <li>
   Report to the CCO on the progress of activities against the annual business plans, opportunities, challenges and issues faced, mitigations taken, etc. as required, to make an informed decision.
  </li>
  <li>
   Manage and continuously monitor the performance of the Department to ensure performance deviations are identified in a timely manner, and required resources and actions are implemented to meet performance targets.
  </li>
  <li>
   Align the Sales &amp; Customer Service department with ASMO&rsquo;s &ldquo;value leadership&rdquo; strategy, emphasizing cost efficiency and superior supply chain service performance.
  </li>
  <li>
   &squf; Develop and implement sales strategies that contribute to net growth and profitability in alignment with the business plans.
  </li>
  <li>
   Lead a diverse team of sales managers and sales executives.
  </li>
  <li>
   Cultivate a high-performance culture that promotes innovation, collaboration, and a strong customer-centric focus.
  </li>
  <li>
   Conduct in-depth market research to identify opportunities, market trends, and customer needs within the energy, petrochemical, chemical and industrial sectors.
  </li>
  <li>
   Develop and present compelling new business proposals, focusing on both acquiring new customers and nurturing existing customer relationships.
  </li>
  <li>
   Enhance customer relationships and ensure that ASMO consistently exceeds customer expectations in terms of quality, service, and performance.
  </li>
  <li>
   Oversee the sales order processing function and manage the sales-related help desk to promptly address customer inquiries and issues.
  </li>
  <li>
   Collaborate closely with the Marketing Director to create a compelling brand identity and position ASMO as an industry leader.
  </li>
  <li>
   Work in conjunction with the Business Development Director to identify and pursue new business opportunities from both new and existing customers.
  </li>
  <li>
   Ensure the achievement of the function&rsquo;s strategic objectives by setting priorities and objectives for direct reports, managing performance, developing, and motivating highly qualified talent, and providing strategic direction to maximise performance, and improve operational excellence and productivity.
  </li>
  <li>
   Raise employee awareness and commitment to ASMO&rsquo;s vision, mission, values and corporate strategy to establish a highly engaged and motivated workforce, and continuously improve performance.
  </li>
  <li>
   In coordination with the Chief Commercial Officer and the Human Capital Department, ensure smooth workflow of operational processes and optimal utilization of resources.
  </li>
  <li>
   Prepare and recommend the Department&rsquo;s budget in alignment to the respective annual business plan.
  </li>
  <li>
   Monitor the Department&rsquo;s financial performance against the approved budget, identify areas of unsatisfactory performance (if any), and recommend mitigating actions.
  </li>
  <li>
   Identify and manage implementation of change initiatives on systems, processes and practices considering &lsquo;international leading practices&rsquo;, and/or other changes in the business environment.
  </li>
  <li>
   Manage the development and implementation of Departmental policies, systems, processes, and procedures to ensure operational excellence.
  </li>
  <li>
   Identify and manage the implementation of improvements to ensure compliance with ASMO&rsquo;s standards and regulatory requirements that are aligned to business needs to increase operational effectiveness.
  </li>
  <li>
   Present regular and ad-hoc management reports related to the function, provide recommendations to the Chief Commercial Officer on new opportunities, highlight critical issues and challenges, and provide strategic insight to ensure effective decision-making.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Qualifications:
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business Administration, or equivalent from a recognized and accredited university is required.
  </li>
  <li>
   Master&rsquo;s degree in Business Administration, or equivalent from a recognized and accredited university is preferred.
  </li>
  <li>
   Demonstrated proficiency in oral and written English.
  </li>
  <li>
   13 years&rsquo; experience in similar or related field, out of which 7 years at a managerial / leading position.
  </li>
  <li>
   Demonstrated success in leading and developing high-performing teams
  </li>
  <li>
   &squf; A proven track record of experience in sales and customer service roles.
  </li>
 </ul>
</div>


Director of Sales & Customer Service

Aventus

Associate Director - Digital Workplace (End-user Services) <p>Our client is a prominent Sovereign Wealth Fund in Abu Dhabi, focused on hiring a forward-thinking Associate Director - Digital Workplace to lead IT service delivery and drive modernization across enterprise end-user services.</p> About the Role <p>This senior leadership role is responsible for:</p> <ul> <li>Leading and modernizing the <b>enterprise service desk</b> and end-user support.</li> <li>Transitioning from SLA-driven to <b>experience-level agreements (XLAs)</b> focused on outcomes.</li> <li>Implementing <b>automation, AI, and self-service solutions</b> to enhance user empowerment.</li> <li>Driving operational excellence through <b>ITIL processes, ITSM tools (ServiceNow/Freshservice)</b>, and continuous improvement.</li> <li>Partnering with stakeholders to improve digital adoption, satisfaction, and business alignment.</li> </ul> Candidate Requirements <ul> <li><b>10+ years' experience</b> in IT service delivery, end-user support, or helpdesk leadership.</li> <li>Proven track record in <b>modernizing service desks</b> using AI, automation, and proactive service delivery.</li> <li>Strong background in <b>ITIL, governance, RCA, and vendor management</b>.</li> <li>Bachelor's degree in IT, Computer Science, or related field (required).</li> <li>ITIL Foundation certification (required); advanced ITIL or Microsoft/ServiceNow certifications are a plus.</li> <li>Excellent leadership, stakeholder management, and strategic thinking skills.</li> </ul> <p>If you're an experienced IT service leader passionate about driving transformation in end-user services, we'd love to hear from you. Apply now or reach out directly for a confidential discussion.</p><img src="https://www.jobg8.com/Tracking.aspx?n5tSDoUM%2b4a9CnoyDY9rnct5aPEdQtoCj" width="0" height="0" />

End User Support Associate Director

Microsoft

<div></div><div><h1 class="jobSectionHeader"><b>Director of Area Support</b></h1><div><div><p>
Multiple Locations, United States</p></div></div><p></p><div><div><div><div><br>
Date posted</div><div><b>
Oct 24, 2025</b></div></div></div><div><div><div>
Job number</div><div><b>
1900863</b></div></div></div><div><div><div>
Work site</div><div><b>
0 days / week in-office - remote</b></div></div></div><div><div><div>
Travel</div><div><b>
0-25</b><b> </b><b>%</b></div></div></div><div><div><div>
Role type</div><div><b>
Individual Contributor</b></div></div></div><div><div><div>
Profession</div><div><b>
Technical Support</b></div></div></div><div><div><div>
Discipline</div><div><b>
Support Escalation Management</b></div></div></div><div><div><div>
Employment type</div><div><b>
Full-Time</b></div></div></div></div><div></div><div><div><div><h3 class="jobSectionHeader"><b>
Overview</b></h3><div><div>
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&amp;S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft&rsquo;s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers&rsquo; expectations in every interaction, whether in-product, digital, or human-centered. CE&amp;S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft&rsquo;s portfolio of solutions and products. Join CE&amp;S and help us accelerate AI transformation for our customers and the world.</div><div></div><div><br>
As a <b>Director of Area Support </b>also referred to as the Area Support Lead, you will own Crisis Communications for your Area and liaise with the C-Suite of Microsoft&rsquo;s most strategic customers, acting as a trusted advisor and partner for your Area&rsquo;s Leadership (CVP/AVP/GM). You&rsquo;ll be the Incident Commander and Technical leader during a Service Incident or large-scale event, coordinating key leaders and decision makers across our Support and Engineering Organizations. You&rsquo;ll have executive-facing communication skills to restore confidence, and partner with the customer&rsquo;s Account Team to prevent a recurrence through the Customer Engagement Plan to improve and shape the support experience, acting with urgency to produce the best possible outcomes.</div><div></div><div><br>
Within CE&amp;S, the Customer Service &amp; 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&rsquo;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.</div><div><br>
In the Customer Service &amp; Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Principal Support Escalation Manager, you will provide a managed incident management experience for top-tier customers, partners, and/or internal group support. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and orchestration skills, and deepening your relationship management expertise.</div><div><br>
Microsoft&rsquo;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.</div></div></div></div><div></div><div><div><h3 class="jobSectionHeader"><b><br>
Qualifications</b></h3><div><div><b>
Required/minimum qualifications</b></div><ul><li>
Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience OR 11+ years technology industry, customer service, or related experience OR equivalent experience.</li><li>
Experience with <b>Crisis Management</b> to lead crisis simulations and engage in well-architected and resiliency discussions, and C-Suite communication experience to engage key customers in industry-relevant technology conversations at a senior level, with support from engineering and Customer Success leaders.</li><li>
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).</li></ul><div><b>
Additional or preferred qualifications</b></div><ul><li>
Master's Degree in technology, business, or related field AND 10+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 13+ years technology industry, customer service, or related experience OR 16+ years technology industry, customer service, or related experience OR equivalent experience.</li><li>
Project management experience.</li><li>
Experience working with Microsoft products and services.</li><li>
Advanced Cloud Technology Certification levels such as Level 200 and 300 certifications in Microsoft Cloud Technologies.</li><li>
Knowledge and understanding of Unified Deal Construction preferred.</li><li>
Fluency in reading, speaking, writing Korean.</li></ul><div>
Support Escalation Management IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $303,600 per year.<br>
<br>
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay</div><div><br>
</div><div>Microsoft will accept applications for the role until October 31, 2025.</div></div></div></div><div></div><div><div><h3 class="jobSectionHeader"><b><br>
Responsibilities</b></h3><div><div><b>
Customer Resolution</b><br>
<ul><li>Required to be on-call during shifts which will include nights and weekends and available to take ownership of escalations to Senior Leaders, liaising between the customer and Senior Leaders across organizations within Microsoft.</li><li>Acts as a subject matter expert on best practices to support the customer experience.</li><li>Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Provides examples and direction to prioritize efforts to prevent and reduce escalations/crises.</li></ul></div><ul><li>Engage key customers to drive the industry-relevant technology conversations at a senior level, with support from engineering and Customer Success leaders. Able to lead crisis simulations and engage in well-architected and resiliency discussions.</li></ul><div></div><div><b><br>
Collaboration</b><br>
<ul><li>Leverages relationships across Area CSU, Support and Product Groups to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the Area and escalates as needed.</li><li>Owns escalated issues and manages Area-escalated customer crises to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert and provides guidance to Support Escalation team members on how to handle moderate to highly complex cases.</li></ul></div><div></div><div><b><br>
Communication</b><br>
<ul><li>Identifies and builds strategic relationships with internal teams, partners, and communications with senior and executive leadership to resolve issues that are complex in scope.</li><li>Leverages precision questioning techniques to understand the pain points of the customer experience during Crisis and then proactively addresses the People/Process/Technology blockers identified.</li><li>Customer engagement &ndash; both reactive (emergency) and proactive (sponsorship). Confidence calls after outage. Involved in service incident (SI) aka outage Crisis and non-outage crisis for specific, strategic customers.</li></ul></div><div></div><div><b><br>
Process Improvement</b><br>
<ul><li>Support Area and regional leadership and collaborate with the Area Business Partner to identify systematic issues and leads process improvement efforts to ensure continuous improvement Recommend process improvements and support the Area Connected Reactive Support forums with identified actions.</li><li>Crafts and executes executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with Area, Support and Product Group leadership.</li><li>Own Service Incident or crisis response and management in the Area (before, during and after) &ndash; ensure understanding of Field roles and responsibilities. Accountable for ensuring the area is trained.</li></ul></div><div></div><div><b><br>
Time zone</b></div><ul><li>Engage with customers and stakeholders, supporting the U.S. Financial Services business, maintaining alignment and responsiveness across Eastern Standard Time (EST) working hours.</li></ul><div></div><div><b><br>
Other</b></div><ul><li>Embody our culture and values</li></ul></div></div></div></div><div></div><div><div><div>
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.</div></div><div><div><div>
&#60116;</div>Industry leading healthcare</div><div><div>
&#59326;</div>Educational resources</div><div><div>
&#59628;</div>Discounts on products and services</div><div><div>
&#60157;</div>Savings and investments</div><div><div>
&#63586;</div>Maternity and paternity leave</div><div><div>
&#59927;</div>Generous time away</div><div><div>
&#60241;</div>Giving programs</div><div><div>
&#61396;</div>Opportunities to network and connect</div></div></div><div></div><div><div><div>
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Director of Area Support

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