Overview

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.

 

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

This role is designed to provide specialized technical service for high-impact customer environments where system reliability and performance are essential. The successful candidate will join a dedicated team focused on ensuring operational continuity and delivering tailored solutions that meet the unique needs of mission-critical workloads.

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.

Responsibilities

• Responsible for delivering mission-critical support offerings, collaborating across solution architecture, customer success, support, engineering, and other relevant teams. This role ensures a cohesive, cross-functional experience for customers managing critical workloads, while demonstrating progress, evolution, and improvements as measurable outcomes.
• Direct accountability includes leading proactive resiliency efforts, coordinating accelerated incident resolution, and enhancing monitoring and observability capabilities.
    ○ Proactive Resiliency: Lead technical engagement for prioritized workloads, focusing on reliability, security, supportability, manageability, and observability.
    ○ Accelerated Incident Resolution: Maintain awareness and visibility into critical incidents, ensuring root cause analyses and recommendations are captured and aligned with resiliency efforts.
    ○ Monitoring & Observability: Support onboarding and enablement of customer-owned monitoring solutions to improve observability and customer experience.
Cross-Team Leadership: Foster partnerships to clarify roles and responsibilities across account management and escalation paths. Coordinate with leads of incident resolution and proactive monitoring workstreams to ensure alignment and continuity.
Collaborate with support and stakeholders to maintain comprehensive, up-to-date knowledge resources. Facilitate the sharing of incident analyses and recommendations to customers through structured documentation.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related field, along with substantial experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting. Equivalent experience may also be considered.
• Relevant experience with Dynamics 365 Finance or other enterprise financial systems, such as Dynamics 365 Supply Chain Management, Dynamics 365 Commerce, Dynamics 365 Project Operations, Dynamics AX, SAP FI/CO, Oracle Financials, or similar ERP financial modules.
  Experience in one or more of the following areas is desirable:
  • Design and implementation of Dynamics 365 Finance Platform
  • Design and implementation of Dynamics 365 Finance Application
  • Design and implementation of data integrations with Dynamics 365 Finance or other ERP systems
• Demonstrated ability to build strategic, long-term customer relationships and earn trust and respect through consistent engagement.
• Business level proficiency in Japanese, and basic proficiency in English.
• Exceptional customer service skills, with strong oral and written communication abilities. Experience in delivering training to peers or customers is a plus.
• Proven capability to manage critical technical issues and navigate challenging support scenarios.
• Azure IaaS or PaaS background is preferred.
• Business level proficiency in Japanese is required.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.