The Job

Customer Operations Manager

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet · Kundframgång

Gå med för uppdateringar

I korthet

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.

Ansvarsområden

  • 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.

Krav

  • 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.

Önskade kvalifikationer

  • 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).

Förmåner

  • 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
Microsoft Logo

Företag

Microsoft

Publicerade jobb

för 1 dag sedan

Anställningstyp

Heltid

Arbetsform

Hybrid

Erfarenhetsnivå

Mellannivå

Platser

India

Kvalifikation

Kandidatexamen

Sökande

Ansök tidigt