Responsibilities

• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Partner Solution Selling/Sales

• Supports partners in capitalizing on opportunities (e.g., acquiring new customers) aligning partner expertise to sales plays that drives customer acquisition.
• Supports the sales cycle by working with partners. Collaborates with partner stakeholders to investigate selling opportunities

Partner Relations

• Builds and maintains strong relationships with a mixed portfolio of strategic, local or multinational, and/or high potential Cloud-based Partners and serves as the primary point of contact for partner-related questions, needs, problem-solving, etc. Proactively establishes ongoing relationships with partners that are engaged with Partner Sales Acceleration Services, sets up regular touchpoints, sets expectations for the partnership and key partner outcomes and goals.
• Learns about and understands the partner experience in specific areas, including industry trends and key partner competitors. Possesses a working knowledge of the partners' set of Microsoft products/services and general issues and their potential impact on the partner's business. Seeks out partner decision-makers to ask questions, read partner websites, and review internal resources to find out more about partners' business drivers and key objectives.
• Advises partners regarding any services, readiness needs, or technical needs the partner may have. Proactively offers valuable support and guidance to partners regarding an array of products and services based on anticipated needs and works diligently to solve partner problems in order to establish trust.

Maximize Partner Return

• Builds plans, with support from key stakeholders, on how to optimize partner cloud businesses and proactively seeks opportunities to educate and influence partners towards available and relevant cloud-based benefits and additional revenue opportunities. Collaborates with and influences partners in crafting their primary objectives and related work and builds out customized and complex enablement plans for partners.
• Identifies key project management milestones and activities (e.g., Kickoff/onboarding partner meetings, status update calls, establishing partner expectations, etc.) and holds partners accountable to ensure the activities aligned with primary objectives are managed and delivered against. Continuously updates plans through ongoing contact with partners and key stakeholders. Shares best practices and mentors other team members regarding driving and executing against partner plans

Partner Support

• Works with partners and relevant internal stakeholders to map out a readiness plan to ensure partners are maximizing the potential of their Microsoft products/services. Leads ongoing status updates to ensure they are set up appropriately and successfully leveraging relevant benefits and/or proactively sharing readiness content. Advocates for ongoing/additional partner readiness by anticipating future needs and opportunities.
• Advocates for partners need internal stakeholders and take action to mobilize resources to aid in partner goals and issues, as well as influence actions regarding deeper systemic partner issues that require a coordinated organizational-wide response.

Business Engagement

• Begins to build trust with internal teams through networking and engagement regarding important partner insights, needs, and issues. Understands partner strategies to ensure knowledge of which Microsoft technology solutions and internal teams are relevant to satisfy primary partner objectives. Involves oneself in relevant meetings, shares best practices, and keeps stakeholders up to date on important partner happenings.

Other

• Embody our culture and values

Qualifications

• Bachelor’s Degree in Sales, Change Management, IT, Business, or a related field AND demonstrated experience in a global business environment, customer/partner engagement, cloud-based solutions, sales, account management, project management, customer relationship management, IT Service OR equivalent experience.

Knowledge, Skills, Abilities

• Account Management
• Adaptability
• Analytical Thinking
• Business Planning
• Business Relationship Management
• Change Management
• Conflict Resolution
• Customer Relationship Management (CRM)
• Data Analysis
• Decision Making
• Detail Oriented
• English Language Proficiency
• Financial Analysis
• Influence Others
• Knowledge of Microsoft Product
• Microsoft Partner Ecosystem
• Negotiations
• Operational Excellence
• Oral Communication
• Opportunity/Deal Orchestration
• Organization Skills
• Organizational Savvy
• Persuasion
• Presentations
• Problem Solving
• Project Management
• Quality Assurance
• Stakeholder Management
• Storytelling
• Written Communication

Language Qualification

• English Language: confident in reading, writing and speaking.
• Proficiency in at least one of : German, French, Spanish or Italian