Sr Advocacy Mgr

We are Microsoft’s Customer & Field Advocacy team (CFA)—a global network within the Customer & Partner Advocacy (CPA) organization, focused on advocating for Microsoft customers and partners. Unique within Microsoft, the CFA organization facilitates resolution of customer and partner related issues by connecting the field with experts and key decision makers within the company. CFA manages the GetHelp support service - a strategic, field-focused, holistic escalation service. This GetHelp service resolves customer and partner issues that lack support through normal support channels. CFA/GetHelp is also tightly aligned with the OneList escalation service (a company-wide resource dedicated to solving systemic issues that compromise revenue, usage, and/or satisfaction).

 

CFA is a global organization delivered through FTE’s, contingent and vendor staff aligned to local subsidiaries. GetHelp allows Microsoft to proactively listen and respond to customer, partner, and field issues via the GetHelp Portal, and capture, track and drive the resolution of systemic issues via OneList. As a key resource for Microsoft employees and partners, GetHelp provides a mechanism to address individual customer issues and identify systemic problems that impact our customers and partners.

 

The CFA goal is simple: We advocate for our customers to make Microsoft better. Every day!  

Responsibilities

Microsoft’s Customer & Field Advocacy team has an exciting and challenging role as a Senior Advocacy Manager in Denmark. With proven operational experience and excellent communication skills, the CFA Senior Advocacy Manager’s primary focus is to resolve critical issues by advocating for our customers, partners, and field submitters when other channels are not meeting their needs. Your opportunity for having an impact is significant, as you’ll engage with a large network of subject matter experts at local, regional, and global levels, as well as key decision-makers from across the company and around the world. Your efforts drive positive change for our customers, partners, and Microsoft! 

Key Deliverables

•Own resolution of complex escalations affecting Microsoft’s revenue, customer satisfaction or product adoption, utilising established escalation routes.

•Effectively read Microsoft’s business landscape, think critically & apply advanced analytical skills and data and evidence based methodologies against multiple datasets to develop trends, patterns and issues as well as determine actions based on root cause analysis.

•Extract strategic insights to unravel root causes and leverage existing processes, CFA’s global resolution engines and local/global network of contacts to drive resolution of systemic issues.

•Hold other groups accountable for owning issues and driving resolution as appropriate.

•Build mutually beneficial partnerships with individuals (including senior leadership teams) and business segments locally and/or globally to understand what drives their business, to surface top issues, and to come up with ways to prevent issue reoccurrence. •Drive alignment between key individuals and teams to enhance our ability to act as One Microsoft and drive a customer-centric approach, whilst surfacing key insights.

•Lead and/or enable virtual teams in cross-group/cross-boundary/cross-time zone collaboration through a positive attitude and effective communication, upholding the importance of teamwork & collective success.

•Ensure peers, collaborating teams and regional teams are coordinated on key issues, ongoing projects, initiatives, and future strategies to deliver the desired outcome.

•Enhance internal (CFA) and external (Microsoft) conversations by bringing clarity, along with a mature strategic and business perspective.

 

Qualifications

Candidate Criteria: 

•Experience. 10+ years’ experience either selling, supporting, and/or implementing business solutions and services. Experience with large multinational organizations is preferred.

•Education. Bachelor’s Degree required, MBA/MSc degree is preferred.

•Customer Focus. 8+ years’ experience in customer facing roles. Proven record of being customer centric and improving customer and/or partner experience.

•Technical. Proven technical acumen. Understanding of Microsoft products, services and/or complementing solutions. Strong ability to learn quickly, adapt, and master new concepts and technologies to be able to impact their adoption and usage. Proven track record of working with one or more of the following technologies (in either technical sales or consultancy capacity) is required: Azure, O365, Dynamics, Devices, Windows10. In-depth and strategic understanding of Microsoft Partner & Licensing programs will be essential and is preferred but not required at hiring

•Data and Analytics. Ability to identify data sets and analyze using proven methodologies and resources to determine themes, trends, patterns, and issues within the data set.

•Business Acumen. Proven business agility to navigate through complex business situations, synthesize seemingly confusing information to connect the dots and drive the right outcomes. Strong ability to anticipate changing conditions/ risks to take preventative action

•Collaboration. Extensive experience in working within global teams. Proven ability in orchestrating, influencing and leading virtual teams. Experience in project management preferred. •Executive Presence. Experience and expertise engaging with senior business decision makers.

•Communication. Business proficiency in English. Ability to interact and communicate complex information clearly and concisely to all levels of seniority.

•Language Aptitude. Fluent Danish is preferred.

 

Microsoft Services is dedicated to delivering on Microsoft’s mission to empower every person and every organization on the planet to achieve more. As one of the largest divisions inside Microsoft - with over 21,500 employees worldwide - this diverse team includes architects, consultants, support professionals, sales, and business leaders who serve customers in 191 countries and 46 languages. Simply put, we help customers get the most out of their technology investments. We are proud to be the face of Microsoft to many of our customers and partners. The power of that connection, in addition to understanding how they use our products, helps us deliver the voice of our customers back to our business groups to make our technology and Microsoft even better.


Du har ikke vedlagt dokumenter til din ansøgning. Klik på 'OK' knappen nedenfor for at sende din ansøgning alligevel, eller klik på knappen "Annuller" og vedhæft dokumenter, før du sender din ansøgning igen.

Ikke det rigtige job?

Opret en jobagent og få dit nye job direkte i indbakken



Opret jobagent her