Nombre de la empresa: Microsoft
Puesto de trabajo ofertado: EMEA – Customer Relationship Manager
Descripción de funciones:
Closes on August 5, 2013
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, our Partners and our Customers to proactively avoid and mange 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:
• Manage escalated situations through direct interaction with Microsoft executives, Dynamics Customers and Partners.
• Project manage technical situations for high profile customers to gain successful resolutions.
• Understand the functionality and industry segments of all Dynamics delivered products including the entire Microsoft technology stack.
• Negotiate and authorize legal settlements with customers and partners to avoid litigation situations.
• 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.
• 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.
• Liaise with local and regional Dynamics Business Group leaders, Partner Offering Team, Support Engineers, Global CRT Team, Global Partner Services Team and Sales and Marketing Teams to support Dynamics business objectives and mitigate impact of customer escalations.
• Drive regular engagement with Sales and Marketing stakeholders to review CRT business, surface key insights, and influence partner readiness and management strategies.
• Surface insights from escalation trends and interact with global Customer Service and Support (CSS), engineering, operations, and IT to drive product and process improvements.
• Proactively identify at risk customer and partner projects and help mitigate
Qualifications include:
• The ideal candidate will have extensive experience in technical support, account management, or customer support.
• Bachelor’s Degree or equivalent, preferably in a technical discipline.
• Must be fluent in English and ideally 1 other European language (French, German, Spanish, Danish)
• Strong project management skills and the ability to effectively juggle multiple projects and priorities at once.
• Must have strong negotiation skills and the ability to find win-win solutions for Microsoft, Partners & Customers
• Strong oral and written communication skills, and strong interpersonal skills.
• Must have strong conviction and determination and be able to influence others, including partners, customers and Microsoft employees within and outside of the EMEA Dynamics Support Team.
• 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.
• Ability to pro-actively identify risks and dependencies and put in place plans to mitigate them.
• Should have a proven ability to work in ambiguous situations, taking the lead and guiding others while delivering results
• Adaptability, flexibility and the conviction to “do the right thing” under stress, with high tension and tight deadlines.
• Experience with, or understanding of, large scale software deployments.
• Familiarity with ERP industry and software applications is a plus.
Localización del puesto ofertado: Reading (United Kingdom)
Idiomas requeridos: Must be fluent in English and ideally 1 other European language (French, German, Spanish, Danish)
Titulación académica: Bachelor’s Degree or equivalent, preferably in a technical discipline