Kazue Yamanaka

About Kazue Yamanaka

I lead through crisis. As an Incident Commander for high‑severity, service‑impacting…

Experience

1. Senior Support Escalation Manager (Critical Situation Manager)

   Microsoft

   Jan 2014 — Present · Redmond, WA, US

   Overall responsibilities: The Critical Situation Management Execution Team (CMET) is part of Customer Experience and Success (CE & S). CMET owns the Critical Situation (CritSit) Process and works across Services, CSS, Worldwide Commercial Business and GSMO and other business groups ensuring all the parts are compliant with the process and ensuring a high-quality customer and partner experience when facing a CritSit. CritSit are business critical situations escalated by Microsoft’s highest priority Premier customer segment that includes customers from government, military, and fortune 500 companies.Critical Situation Management: The Critical Situation Escalation Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. The Execution Team provides 24x7, 365 days a year business and after-hours coverage, identifying internal failings and driving positive change.Quality Management: 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.

Skills

• Customer Satisfaction
• Sharepoint
• Account Management
• Business Intelligence
• Service Delivery Management
• Procurement
• Globalization
• Program Management
• Process Improvement
• Management
• Outsourcing
• Saas
• Contract Management
• Project Portfolio Management
• Cross-Functional Team Leadership
• Leadership
• Customer Support
• Market Customization
• Partner Management
• Vendor Management