Customer Operations Manager

Organization Summary:
If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations – and the value we deliver across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work.

We make doing business with Microsoft easy.

Position Description:
The Partner Execution Strategist (PES) team is a new team within Customer, Partner & Field organization (CP&F).

The Partner Execution Strategist is accountable for supporting in-market programs with Microsoft’s strategic partners enabling consistent, quality sales support experiences. This role will develop a deep understanding of our partners’ business relationship with Microsoft optimizing day to day partner operations, enabling revenue and identifying roadblocks within processes, tools and systems. The PES is also responsible for driving Business Excellence initiatives, working internally to evangelize the Voice of Partner and drive feedback and requirements into Microsoft to produce a best in class operations experience.

This role requires exceptional problem solving skills, the ability to think both analytically and creatively, strong relationship development, negotiation and influence skills and great communication skills. Business communication verbally and written in Portuguese is a requirement of the role, Spanish proficiency is desired.

This role can be located in Ft. Lauderdale FL, Fargo ND or Reno NV. Relocation is not available.

Responsibilities:
Partner Community Engagement

• Establish structure and drive systems improvements to efficiently engage and communicate within the partner ecosystem
• Support Complex Cases – Create and maintain a system to operate level 3 case resolution in a speedy and quality manner solving the top 5% most complex cases to conclusion
• Execute one to many partner relationship: Review, enhance and deliver the right content, at the right time, leveraging different venues to accelerate partner readiness to transact.
• Voice of the Partner & Field: Ensure partner experience are captured and effectively represent the voice of the customer across multiple departments within Microsoft

Partner Business Excellence

• Advise partners at various cloud maturity levels: start, grow, optimize
• Understand partners’ businesses and businesses models, industry and verticals
• Drive Partner Onboarding: Ensure partners can transact, adopt and consume from day one through completion and maintenance of partner´s onboarding plan(s) based on partner feedback and telemetry from support teams

Optimize Partner Operations

• Collaborate with Field teams to accelerate partner transformation, share operational insight and move partners to along cloud maturity curve
• Collaborate across multiple internal teams to drive new/improved operational capabilities that make it easier to do business with Microsoft
• Transform Partner Engagement: Identify and implement operational improvements that yield business benefits for Microsoft and our customers/partners

Basic Qualifications:

• Bachelor’s degree or equivalent work experience
• A minimum of 6 years of demonstrated work experience in an operations environment involving software licensing, account management, technical consulting or customer support
• Demonstrated process/system background and proven capability to rapidly understand, use and drive improvements in new processes/systems
• Business level competency in Portuguese

Preferred Qualifications:

• MBA is a plus
• Business level competency in Spanish
• Demonstrated ability to innovate within a business stream and define processes
• Demonstrated excellence in managing business relationships throughout an account including at the executive level
• Demonstrated excellence in thought leadership; ability to influence without authority
• Solid understanding of licensing channels
• Demonstrated expertise in Account Management and/or Consulting
• Must be highly self-motivated and able to work effectively with virtual teams of diverse background

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com.