Customer Operations Manager
Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Customer Success
In short
The Customer Operations Manager will be responsible for customer-facing licensing solutions, acting as a subject matter expert in Volume Licensing. This role involves providing direct transactional support to Microsoft Field sellers and customers, ensuring timely and high-quality deliverables, and managing contracting, order management, and billing processes.
Responsibilities
- Manage the validation and execution of agreements and post-sales lifecycle transactions for accurate financial processes and compliant customer contracts.
- Manage critical deal lists on a monthly and quarterly basis in alignment with sales stakeholders.
- Ensure accurate and compliant order and invoice approval and dispatch to maximize cash flow and collectability.
- Manage credit approval processes, including orchestration of Finance exception approvals and execution of credits and rebills.
- Track and communicate contract billing status, highlighting risks related to contractual requirements, customer PO coverage, sign-offs, and credit/payment status.
- Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues.
- Oversee daily customer service operations to ensure quality standards are met and maintained.
- Monitor customer service metrics and KPIs to identify areas for improvement and implement strategies to boost performance.
- Handle escalated customer service issues and complaints professionally and efficiently.
- Work with other departments to resolve customer issues and ensure a positive customer experience.
- Develop and implement processes and procedures to streamline customer service operations.
- Stay up-to-date on industry trends and best practices in customer service.
- Generate reports on customer service metrics and activity for senior leadership.
- Act as a thought leader to drive consistency in processes, capabilities, and services, meeting performance expectations for consistency, accuracy, simplification, and timeliness.
- Serve as a trusted advisor for customers and internal clients on operational processes and capabilities, providing efficient, scalable operational solutions across a portfolio of accounts.
- Use voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.
Requirements
- 4+ years of work experience in contracting & order management, pipeline management, & billing execution, with a focus on financial accuracy, compliance, and risk management.
- Expertise in contract validation, pipeline management, credit approval, and billing management.
- Strong capabilities in customer service, stakeholder engagement, process optimization, and operations excellence.
- Proficiency in data-driven decision-making, using KPIs to monitor performance.
- Bachelor’s degree in business, Operations, Finance or related field OR equivalent experience.
- Minimum of 3 days/week on-site presence required.
Desired Qualifications
- 2+ years of experience in customer service operations, managing escalations, improving service metrics, & implementing process improvements to streamline operations.
- Experience with similar industry Business Value deal constructions.
- Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments.
- Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.
- Ability to work from 6:30 PM to 3:30 AM IST (evening shift).
Benefits
- Opportunity to lead and shape next-generation experiences for internal stakeholders and end customers.
- Work on interesting global projects in an environment that appreciates diversity.
- Focus on talent development.
- Recognition and rewards for great work.
#Customer Operations#Licensing#Billing#Contract Management#Order Management#Customer Service
Company
Microsoft
Job Posted
1 day ago
Employment Type
Full Time
WorkMode
Hybrid
Experience Level
Mid-Senior
Locations
India
Qualification
Bachelor
Applicants
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