Client Lifecycle Strategy Manager
hace 7 días
Overview
Organization Summary
At Microsoft Business Operations, we are dedicated to excellence and innovation, transforming how the world engages with technology. We provide unique opportunities to work on global initiatives in a diverse environment that values talent development and recognizes outstanding contributions.
Our mission is to simplify the business experience with Microsoft.
Position Description
The Customer Lifecycle Operations (CLO) team is tasked with the design and management of global tele sales solutions for Microsoft's Corporate and Field teams. Our goal is to enhance customer retention, expedite the transition to modern offerings, maximize selling time, and sustain revenue growth through a premier vendor ecosystem. We oversee a comprehensive portfolio of services across Small and Medium Customers (SMC) and Enterprise sectors, collaborating with over 1,500 supplier teams worldwide.
As a Customer Lifecycle Manager (CLM), you will play a crucial role in steering operational performance and ensuring service delivery excellence through a network of top-tier global tele vendors.
This position will lead the design, implementation, and execution of tele service operations for various programs, including Solution Assessment and Enterprise Services, ensuring that supplier performance consistently meets and surpasses the expectations of customers and stakeholders.
You will be responsible for delivering timely and relevant information to business stakeholders and sponsors, working collaboratively across diverse teams such as Operations, Sales, Policy, and Finance.
You will identify opportunities for process enhancements and redesign initiatives that optimize costs, increase return on investment (ROI), and continuously improve performance.
Candidate Profile
You are eager to learn and contribute to the transformation journey of Microsoft Business Operations. You bring diverse perspectives in designing solutions that resonate with our customers, partners, and stakeholders. You possess a passion for problem-solving and driving impactful change in a fast-paced dynamic environment. You recognize opportunities where others see challenges. You excel in building alliances with stakeholders and are an effective communicator. You value diversity and are an attentive listener. You aspire to be part of a remarkable team, tackling and resolving new challenges in an engaging environment.
The chance to lead and shape the next generation of customer experiences is extraordinary. You will be at the forefront of the Company's Cloud transformation, engaging with our most valued global customers and contributing to Microsoft's future success. This role presents an exciting and challenging opportunity. Are you ready to make a difference?
Qualifications
Required/Minimum Qualifications
Bachelor's Degree in Business, Operations, Finance, or a related field AND 4+ years of experience in program management, process management, or process improvement, or equivalent experience.Preferred Qualifications:
Bachelor's degree or equivalent work experience. 5+ years of experience in Microsoft sales, operations, or a similar field. Experience in managing vendor performance and key performance indicators (KPIs). A proven track record of delivering impactful results in a complex environment. Strong communication and influencing abilities. Capability to simplify complex situations with robust analytical and problem-solving skills. Proven experience in managing complex programs that require the design, development, and implementation of new processes, systems, and tools. Strong project and process management skills with a demonstrated ability to plan, schedule, and coordinate across diverse teams. Ability to develop creative solutions to intricate problems by applying knowledge and judgment to identify approaches and methods. An MBA is a plus. Experience in Tele Sales, Sales, or Global Business Process Outsourcing.Responsibilities
Key Responsibilities
Oversee supplier performance, ensuring regional execution excellence and attainment of KPIs. Manage program rhythm of business (ROB) through monthly and quarterly business reviews across operations, suppliers, and business stakeholders. Supervise supplier headcount and financials, including invoice approvals. Ensure that all program performance and compliance objectives are consistently met and exceeded. Contribute to the design and development of new program content and delivery plans for new services. Manage program budgets, collaborating with Business Process Outsourcing (BPO), Finance, and Suppliers to maintain stringent control over program financials, including Proof of Execution (POE). Foster and manage excellent stakeholder engagement across Sales, Operations, Finance, and Business Intelligence teams. Define and establish best practices for program delivery and execution in partnership with global peers. Identify and enable synergies that continuously enhance and improve program capabilities. Benefits and perks may vary depending on the nature of your employment with Microsoft and the country where you work, including industry-leading healthcare, educational resources, discounts on products and services, savings and investments, maternity and paternity leave, generous time off, giving programs, and opportunities to network and connect.-
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