Country:

United States

Cities:

Charlotte, Dallas

Area of expertise:

Business Analysis

Job Description

FastTrack Manager / Teams Relationship Manager

No two days are the same in Customer Service and Support at Microsoft. We provide guidance to customers who are deploying to the Microsoft Cloud, we collaborate and share learnings with each other and innovate solutions to enable our customers increase their usage of the Microsoft Cloud.

 

Our team is geographically distributed; we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a growth mindset, a passion for solving complex issues and obsession to customer happiness.

Besides Microsoft cloud experience and /or knowledge, we also look for Relationship Managers with a “run for the fire” behavior – people who thrive under difficult and challenging circumstances, who loves to get involved in difficult situations and at the same time learn.

 

If you love Microsoft cloud technologies and believe that your abilities can be developed through effort and persistence, and it makes your day when a customer or peer thank you for your help, this may be THE career opportunity for you.

Our culture is built around 5 attributes that drive our every decision, and our every action.

1. Customer Obsession– we exist for and because of the customer. We need people who share that passion and constant drive to make our customer’s experiences easy, insightful and trusted – every single time without exception.

2. Continuous learning Mindset – we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.

3. Diverse & Inclusive – we enable people who bring a contemporary view to shape our internal teams and encourage new hires to feel included.

4. One Microsoft – we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.

5. Making a difference – drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others

Role Description

Your focus is to reengage customers and drive adoption of the Microsoft Cloud. You will represent Microsoft in communications via phone, email, or web to influence customers in transitioning from Microsoft Skype for Business to Microsoft Teams. You will have the opportunity to foster positive customer relationships while effectively managing challenging situations and driving customer success.

Your key business metrics will be:

  • Customer and partner onboarding satisfaction
  • Help reduce time/cost to onboard
  • Drive customer success and adoption of all purchased workloads
  • Providing high quality data back to the Business Groups to help drive service improvement

Key Responsibilities include:

  • -      Discover, Pitch and influence customer intent to leverage new and existing services
  • -      Meet with key stakeholders (Business/IT decision makers) to determine business drivers and obtain their plan for deployment and adoption
  • -      Orchestrate collaboration between internal/external stakeholders and teams
  • -      Develop, foster and manage a high volume of customer and partner relationships across all levels
  • -      Advocate the FastTrack benefit to customers, account teams and partners
  • -      Provide process and technology improvement feedback
  • -      Work with readiness and training team to optimize the curriculum, reducing the delivery time requirement or to enhance the material.
  • -      Analyze, develop and communicate key Onboarding process and technology improvement feedback for the FastTrack Center end to end process (Onboarding, Migration and Adoption).

Required Qualifications Include:

  • Microsoft Cloud technical competency:  Experience or broad knowledge in deploying Office 365 and/or EM+S.
  • Cloud adoption competency: Possess the knowledge and personal conviction to articulate why the cloud and Office 365 and Teams in is a transformational industry change.
  • Customer and Partner Focus: Demonstrated skills and abilities to consistently create an amazingly positive experience for our corporate customers and Partners.
  • Collaboration: exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities.
  • Adoption Focus: Possess the knowledge and confidence to help motivate a customer’s adoption of their purchased Microsoft cloud-based workloads based on an understanding of customer needs.
  • Communication Skills – Spoken and written English (including technical writing). Bilingual in Spanish or Portuguese is a plus. Demonstrate how to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries.  Ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations.
  • Strong technical leadership, relationship building to create, reinforce, motivate and guide the team, customers, and partners

·         Proven ability to work virtually.

Education: Bachelor’s degree in Computer Science, Engineering, Math, or equivalent work experience.

Experience: Preferably 3+ years of Technical Consulting, I.T. Administration, Support, Selling, or Microsoft Field experience.


Apply now

Share this job:

Share Facebook Twitter Email

About Avanade

Avanade leads in providing innovative digital services, business solutions and design-led experiences for its clients, delivered through the power of people and the Microsoft ecosystem. Our professionals combine technology, business and industry expertise to build and deploy solutions to realize results for clients and their customers. Avanade has 29,000 digitally connected people across 23 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate. We welcome all, and seek talented individuals who can bring their whole self to work, build inclusive teams and encourage diversity inside and outside the organization. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com.