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Customer Operations Manager
hace 2 meses
Overview
Microsoft is seeking a highly skilled Customer Operations Manager to join our team. As a key member of our operations team, you will be responsible for delivering exceptional customer experiences through licensing solutions and volume licensing concepts.
Responsibilities
Contracting and Order Management
- Manage the validation and execution of agreements and post-sales lifecycle transactions to ensure accuracy in downstream financial processes.
- Manage critical deal lists on a monthly and quarterly basis to align with sales expectations.
Billing Management
- Ensure accurate and compliant order and invoice approval and dispatch to maximize cash flow and collectability.
- Manage credit approval and orchestrate finance exception approvals on high-value credits.
- Track and communicate contract billing status to key stakeholders, highlighting risks with contractual requirements.
Customer Service
- Serve as the primary point of contact for operational customer service inquiries, concerns, and issues.
- Oversee daily operations to ensure quality standards are met and maintained.
- Monitor customer service metrics and KPIs to identify areas of improvement.
Operations Excellence: Optimization and Process Improvement
- Drive consistency in processes, capabilities, and services to meet performance expectations.
- Provide efficient, scalable operational solutions across a portfolio of accounts.
Stakeholder Management (Field, Partners, Customers)
- Use voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.
Requirements
- Bachelor's Degree in Business, Operations, Finance, or related field, or equivalent experience.
- Business-level fluency in English and Spanish, with French fluency preferred.
- Experience in customer service, operations, or process management in a large, matrixed multinational company.
Preferred Qualifications
- Experience with Microsoft licensing concepts, including contracts, quotes, and invoices.
- Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.
Benefits
- Industry-leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Generous time away
- Giving programs
- Opportunities to network and connect
