Customer Operations Manager

hace 4 semanas


San José, San José, Costa Rica Microsoft A tiempo completo

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 managing customer-facing licensing solutions and providing direct support for Microsoft Field sellers and our customers.

The ideal candidate will have a strong background in operations, program management, or process management, and will be able to demonstrate a high level of fluency in English and Spanish. Experience with Microsoft licensing concepts, including contracts, quotes, and invoices, as well as evaluation and review of complex proposals, agreements, and amendments, is highly desirable.

The Customer Operations Manager will be responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers. This role will also provide opportunities to lead and shape next-generation experiences for internal stakeholders and end customers.

Responsibilities

Contracting and Order Management

  • Manage the validation and execution of agreements and post-sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials.
  • Manage critical deal lists on a monthly and quarterly basis in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month.

Billing Management

  • Ensure accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.
  • Manage credit approval and execution of all credits and associated rebills.
  • Track and communicate contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign-offs, and credit/payment status.

Customer Service

  • Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues.
  • Oversee the daily operations of the customer service team to ensure quality standards are met and maintained.
  • Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
  • Handle escalated customer service issues and complaints in a professional and efficient manner.
  • Work closely with other departments to resolve customer issues and ensure a positive customer experience.
  • Develop and implement processes and procedures to streamline the customer service operation.
  • Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible.
  • Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews.

Operations Excellence: Optimization and Process Improvement

  • Act as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery.
  • Trusted advisor for customers and internal clients on operational processes and capabilities, and provides 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.

Benefits and Perks

  • Industry-leading healthcare
  • Educational resources
  • Discounts on products and services
  • Savings and investments
  • Maternity and paternity leave
  • Generous time away
  • Giving programs
  • Opportunities to network and connect


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