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Sr. Relationship Manager-CE&S

Microsoft Corporation

This is a Full-time position in Reston, VA posted May 10, 2021.

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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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

The CE&S Partner Business Engagement Manager (BEM) will ensure close relationships with key senior stakeholders in the OCP field as well as the main support delivery groups.

The BEM is the primary point of contact for all CE&Ss key support stakeholders in an area and will drive impact in planning, performance, and strategic discussions.

The BEM manages CE&S OCP field relationships and is the face of support to OCP stakeholders globally:

Agree joint goals with area BEMs, field stakeholders (segment managers, marketing, customer satisfaction etc.), and driving impact by implementing agreed initiatives.

Understand partner priorities and align CE&S resources to address them, with emphasis on local/ regional context and understanding business needs and priorities.

Gather partner and field feedback, engage with CE&S to drive change based on the feedback, and communicate impact back to stakeholders.

Work with partner-facing teams e.g.

Premier, to manage delivery in the area, agree joint accountabilities and land change.

The BEM drives impact and helps to land the vision:

Be a significant presence in the Area leadership team, engaging with senior leaders on a regular basis, understanding their needs and ensuring CE&S plays a role in the Areas business.

Be a significant presence with the support delivery, OCP, partner delivery teams, engaging with senior leaders on a regular basis, understanding needs and representing the partners needs

Building a significant set of partner relationships, gathering feedback and understanding the role of support in their success; bringing this insight back to CE&S and elevating the visibility of the issues to executive leadership.

Shape and lead improvement programs to make change happen scoping out the desired change and working with key stakeholders to make improvements both at an area and worldwide level

Promoting the value of CE&S and support and enabling transformation for partners and stakeholders by landing initiatives with maximum positive impact.

Through BI & engagement, provide insight and define business opportunities to continuously improve and innovate the partner experience

Use partner insights to support the lifecycle to influence stakeholder experience improvements as well as drive revenue through renewals or consumption

Specific activities that the BEM will undertake include:

Engaging with senior area, WW and CE&S leadership to agree an area plan that reflects the needs of these stakeholders, with joint actions and investments, and defined outcomes.

Delivery of these outcomes.

Building business cases for change and feeding back to CE&S leadership and other groups potential improvements to support; making the change happen through direct ownership or influence.

With the local BEM, stakeholders, reviewing the performance of CE&S for the audience and in the area to identify opportunities for increased engagement and enhanced performance.

Agree joint actions with stakeholders to ensure clear accountability for improvement.

Ensure consistent global and local awareness and consumption of CE&S, its offerings & services.

Capturing and sharing insight, stories & feedback from patners and the field as well as delivery of insight on key topics to the field.

Exceptionally, facilitating business escalations to successful conclusion while communicating effectively to stakeholders; being a key point of contact during crisis situations.

Identifying and managing risks and issues for the Partner audience, globally and locally

Qualifications

Strong relationship-building and organizational agility/navigation, no less than 5 years of experience of account management and/or relationship management.

Strong drive for results and proactive engagement taking initiative to deliver outcomes, leading engagements, leading virtual teams with 2+ years of experience

Independence & confidence working alone in an area and being able to build relationships with senior leaders.

Good business acumen and strong support knowledge: understanding what is really happening and being able to accurately diagnose situations.

Excellent communication and organization skills

Bachelor’s degree or equivalent experience preferred

Strategic thinking, strong influencing skills, excellent communication skills, proven record of delivering projects with impact

Experience working with partners (business partners), field and support delivery teams

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 (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.