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Microsoft Hiring for Onboarding Management IC4 at Bangalore Full Time
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Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Responsibilities
Help Microsoft capitalize on the $78 Billion dollar market for ERP and CRM products by driving local engagement with the Dynamics Business Group and by ensuring partners and customers have a positive experience deploying and using Microsoft Dynamics products. Help Microsoft win market share by improving the customer and partner experience and be the differentiator against other software providers through excellent customer service delivery and support.
Job Purpose/Overview: The Customer Relationship Manager works with Senior Executives within Microsoft and with Customers and Partners to proactively avoid and manage critical customer situations with the deployment and daily use of Microsoft Dynamics products. The Customer Relationship Manager is empowered to make difficult decisions to resolve issues in the best interest of Customers, Partners and Microsoft.
Responsibilities:
- Take ownership of escalated customer situations on behalf of Microsoft executives and customer teams.
- Manage critical, high impact escalated problems for customers to ensure timely resolution and minimize legal and financial risks, as well as mitigate impacts to customer satisfaction and experience.
- Negotiate and authorize legal settlements with customers and partners to avoid litigation situations.
- Project manage technical situations for high profile customers to gain successful resolutions.
- Liaise with local and regional Dynamics Business Group leaders, Partner Teams, Support Engineers and Global CRT Team, Global Product Development teams, Global Partner Services Team and Sales and Marketing Teams to support Dynamics business objectives and mitigate impact of customer escalations.
- Influence change through the use of personal experience, strong relationships and data gathered to proactively reduce future escalations and improve the Customer/Partner Experience.
- Minimize customer escalations and improve the capability of the Dynamics Partner Channel through pro-active account monitoring and stakeholder engagement/management.
- Drive regular engagement with local Sales and Marketing stakeholders to surface key insights, and influence sales strategies and partner readiness plans.
- Surface insights from escalation trends and interact with global Customer Service and Support (CSS), engineering, AOC operations, and IT to drive product and process improvements.
- Understand the functionality and industry segments of all Dynamics delivered products including the entire Microsoft technology stack.
Qualifications
Language Qualification
Japanese Language: fluent in reading, writing and speaking. English Language: confident in reading and writing; moderate spoken English skills
Japanese Language: fluent in reading, writing and speaking. English Language: confident in reading and writing; moderate spoken English skills
- The ideal candidate will have a minimum of five to seven years of experience in account management or customer advisor role in demonstrably tough circumstances. Or have a minimum of 2 years Microsoft Dynamics Technical Support, Consulting or related Microsoft Dynamics experience.
- Bachelor’s Degree, preferably in a technical discipline. Master’s degree/MBA is a plus.
- Must have strong conviction and determination and be able to influence others, including Customers, Partners and Microsoft employees within and outside of the Americas Dynamics Support Team.
- Must have experience in negotiating demands of customers and partners with innate sense of fairness.
- Ability to manage conflict and drive successful resolution to high visibility, high intensity, escalated situations.
- Should have demonstrated strong problem resolution and decision-making skills.
- Flexibility to travel onsite to escalated customers on short notice.
- Strong project management skills and the ability to effectively juggle multiple escalations and priorities at once.
- Ability to pro-actively identify risks and dependencies and put in place plans to mitigate them.
- Adaptability, flexibility and the conviction to “do the right thing” under stress, with high tension and tight deadlines.
- Strong oral and written communication skills, and strong interpersonal skills across many cultures.
- Experience with or understanding of large-scale software deployments.
- Familiarity with ERP industry, Cloud Computing and CRM software applications is a distinct advantage
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.