Relationship Manager
Microsoft
San Jose, San José, Costa Rica
hace 14 días

The Customer Relationship Manager works with Senior Executives within Microsoft and with Customers and Partners to proactively avoid and manage critical customer situations with the deployment and daily use of Microsoft Dynamics products.

The Customer Relationship Manager is empowered to make difficult decisions to resolve issues in the best interest of Customers, Partners and Microsoft.

Sr Hardware Engineer Hardware Engineering

The Customer Relationship Manager will help Microsoft capitalize on the $78 Billion dollar market for ERP and CRM products by driving local engagement with the Dynamics Business Group and by ensuring partners and customers have a positive experience deploying and using Microsoft Dynamics products.

Help Microsoft win market share by improving the customer and partner experience and be the differentiator against other software providers through excellent customer service delivery and support.

elp Microsoft capitalize on the $78 Billion dollar market for ERP and CRM products by driving local engagement with the Dynamics Business Group and by ensuring partners and customers have a positive experience deploying and using Microsoft Dynamics products.

Help Microsoft win market share by improving the customer and partner experience and be the differentiator against other software providers through excellent customer service delivery and support.

Power Performance Optimization Engineer Hardware Engineering

Responsibilities

Sr. Design Verification Engineer Hardware Engineering

  • Take ownership of escalated customer situations on behalf of Microsoft executives and customer teams.
  • Manage critical, high impact escalated problems for customers to ensure timely resolution and minimize legal and financial risks, as well as mitigate impacts to customer satisfaction and experience.
  • Negotiate and authorize legal settlements with customers and partners to avoid litigation situations.
  • Project manage technical situations for high profile customers to gain successful resolutions.
  • Liaise with local and regional Dynamics Business Group leaders, Partner Teams, Support Engineers and Global CRT Team, Global Product Development teams, Global Partner Services Team and Sales and Marketing Teams to support Dynamics business objectives and mitigate impact of customer escalations.
  • Influence change through the use of personal experience, strong relationships and data gathered to proactively reduce future escalations and improve the Customer / Partner Experience.
  • Minimize customer escalations and improve the capability of the Dynamics Partner Channel through pro-active account monitoring and stakeholder engagement / management.
  • Drive regular engagement with local Sales and Marketing stakeholders to surface key insights, and influence sales strategies and partner readiness plans.
  • Surface insights from escalation trends and interact with global Customer Service and Support (CSS), engineering, AOC operations, and IT to drive product and process improvements.
  • Understand the functionality and industry segments of all Dynamics delivered products including the entire Microsoft technology stack.
  • Take ownership of escalated customer situations on behalf of Microsoft executives and customer teams.
  • Manage critical, high impact escalated problems for customers to ensure timely resolution and minimize legal and financial risks, as well as mitigate impacts to customer satisfaction and experience.
  • Full-time opportunities for students & recent graduates : Hardware Engineering

  • Negotiate and authorize legal settlements with customers and partners to avoid litigation situations.
  • Project manage technical situations for high profile customers to gain successful resolutions.
  • Liaise with local and regional Dynamics Business Group leaders, Partner Teams, Support Engineers and Global CRT Team, Global Product Development teams, Global Partner Services Team and Sales and Marketing Teams to support Dynamics business objectives and mitigate impact of customer escalations.
  • Influence change through the use of personal experience, strong relationships and data gathered to proactively reduce future escalations and improve the Customer / Partner Experience.
  • Minimize customer escalations and improve the capability of the Dynamics Partner Channel through pro-active account monitoring and stakeholder engagement / management.
  • Drive regular engagement with local Sales and Marketing stakeholders to surface key insights, and influence sales strategies and partner readiness plans.
  • Surface insights from escalation trends and interact with global Customer Service and Support (CSS), engineering, AOC operations, and IT to drive product and process improvements.
  • Understand the functionality and industry segments of all Dynamics delivered products including the entire Microsoft technology stack
  • Qualifications

  • Must have business conversation fluency in Spanish & English.
  • The ideal candidate will have a minimum of five to seven years of experience in account management or customer advisor role in demonstrably tough circumstances.
  • Or have a minimum of 2 years Microsoft Dynamics Technical Support, Consulting or related Microsoft Dynamics experience.

  • Bachelor’s Degree, preferably in a technical discipline. Master’s degree / MBA is a plus.
  • Must have strong conviction and determination and be able to influence others, including Customers, Partners and Microsoft employees within and outside of the Americas Dynamics Support Team.
  • Must have experience in negotiating demands of customers and partners with innate sense of fairness.
  • Ability to manage conflict and drive successful resolution to high visibility, high intensity, escalated situations.
  • Should have demonstrated strong problem resolution and decision-making skills.
  • Flexibility to travel onsite to escalated customers on short notice.
  • Strong project management skills and the ability to effectively juggle multiple escalations and priorities at once.
  • Ability to pro-actively identify risks and dependencies and put in place plans to mitigate them.
  • Adaptability, flexibility and the conviction to do the right thing under stress, with high tension and tight deadlines.
  • Strong oral and written communication skills, and strong interpersonal skills across many cultures.
  • Experience with or understanding of large-scale software deployments.
  • Familiarity with ERP industry, Cloud Computing and CRM software applications is a distinct advantage This role is part of the Escalations Team within CSS CritSit and Escalations Team organization, is focused on LATAM customer situations.
  • The Customer Relations Team works closely with Senior Level Management and is empowered to make difficult decisions in the best interest of Customers, Partners and Microsoft.

    If you are a person who is highly motivated by big challenges, has extreme empathy for others and can work effectively with CxO level customer executives, please contact the Group Contact or Hiring Manager for further detail.

    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.

    We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

    Benefits / perks listed below may vary depending on the na

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