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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Area Business Partner

Singapore, Singapore · Job Posted March 19, 2026
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Job Description

The Area Business Partner (ABP) drives a security-first, customer-obsessed support experience by strengthening field readiness, leading critical customer engagements, and partnering across Customer Service & Support (CSS), the Customer Success Unit (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 our customers. This position is specifically aligned with our Small, Medium, Enterprise and Channel (SME&C) customers and partners and will support this segment in one of three regions (Americas, EMEA or APAC).

Job Responsibility

  • Own field engagement and readiness: Educate CSU and field teams on how to proactively and reactively engage CSS, including escalation paths
  • educate field teams on strategic initiatives, AI adoption and relevant business results
  • run an always-on training cadence
  • publish and maintain Area plans to address top support concerns 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 assist in deal shaping, ensuing that customers have the right offerings to ensure their success
  • Lead customer engagements and escalation management: Lead confidence calls and executive-level engagements
  • coordinate CSS, engineering and CE&S resources to ensure escalated issues are resolved
  • 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, including reactivity, major incident response plans, proactivity and resiliency
  • drive measurable improvements and share best practices
  • Get Healthy Plans: Own and orchestrate segment/customer/partner plans, partnering with CSS stakeholders to ensure correct actions are identified and implemented
  • know the systemic issues within the Area and plan appropriate repair items in line with CSS ongoing or planned initiatives

Requirements

  • Bachelor’s Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement OR equivalent experience
  • 7+ years of experience in customer success and/or customer support, business operations, change management and project management
  • Executive maturity, organizational agility and strong impact and influence competencies, with experience working on global teams
  • Ability to work effectively across groups (business and functions) in a fast-paced work environment, influencing without authority and driving work through others

Nice to have

  • Masters Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement OR equivalent experience
  • Experience working with Microsoft Partners, specifically in support, offerings or other strategic roles
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