Area Support Lead - Reactive Support Excellence

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive-advantage, driving growth that outpaces the market.

Within MCAPS - Core, the Customer Service & 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’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.

The Area Support Lead Reactive Support Excellence (ASL RSE) drives a security-first, customer-obsessed support experience by strengthening field readiness, leading critical customer engagements, and partnering across CSS, CSU and engineering to protect and grow revenue. This role owns execution of key programs, including Renewal Assist, translates support strategy into Area/OU operating plans, and improves customer health and resiliency for Major customers.

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

The Area Support Lead Reactive Support Excellence (ASL RSE) drives a security-first, customer-obsessed support experience by strengthening field readiness, leading critical customer engagements, and partnering across CSS, CSU and engineering to protect and grow revenue. This role owns execution of key programs, including Renewal Assist, translates support strategy into Area/OU operating plans, and improves customer health and resiliency for Major customers.

Key responsibilities

Champion security-first execution: Drive 100% adoption of security-enhanced processes and tools (including CSS Secure Future Initiative), validate compliance through ongoing reviews, and reinforce security culture in day-to-day operations.

Own field engagement and readiness: Educate CSU and field teams on how to proactively and reactively engage CSS, including escalation paths; run an always-on training cadence; publish and maintain Area/OU plans to address top support pain points and improve readiness over time.

Lead Renewal Assist program execution: Ensure timely triage and renewal-win planning, engage the right resources, partner with account teams through renewal dates, and produce win/loss analysis—especially where reactive support risk impacts renewals.

Lead customer engagements and escalation management: Prioritize Upper Major customers; lead confidence calls and executive-level engagements to restore trust; coordinate CSS, engineering and CE&S resources; act as the voice of the field on support offering effectiveness and contract right-sizing.

Improve customer health and resiliency: Partner with CSU leadership to build and execute plans that improve customer health signals (e.g., MIRP, ZR, Priority Recommendations, Reactivity Health) for priority customers; drive measurable improvements and share best-practices across the team.