Customer Operations Manager
Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet · Kundansvar · Verksamhetsanalys
I korthet
Microsoft is looking for a Customer Operations Manager to manage customer-facing licensing solutions, ensuring accuracy in contracting, order management, and billing. This role involves providing direct transactional support, managing customer service inquiries, and driving operational excellence with a minimum of 3 days per week on-site presence. The position requires a Bachelor's degree or equivalent experience and follows an evening shift.
Ansvarsområden
- Manage the validation and execution of agreements and post-sales lifecycle transactions, ensuring accuracy in downstream financial processes and compliant issuance of 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, including orchestration of Finance exception approvals for high-value credits.
- Track and communicate contract billing status, highlighting risks with contractual requirements, 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 the daily operations of the customer service team to ensure quality standards are met.
- Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
- Handle escalated customer service issues and complaints professionally and efficiently.
- Act as a thought leader to drive consistency in processes, capabilities, and services.
- 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, and acting as a trusted advisor to internal and external customers.
- Bachelor’s degree in business, Operations, Finance or related field AND operations, program management or process management work experience OR equivalent experience.
- On site presence minimum 3 days/week.
- Ability to work from 6:30 PM to 3:30 AM IST.
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.
#Customer Operations#Contracting#Billing#Order Management#Customer Service#Process Improvement#Stakeholder Management
Företag
Microsoft
Publicerade jobb
för 1 dag sedan
Anställningstyp
Heltid
Arbetsform
Hybrid
Erfarenhetsnivå
Mellannivå
Platser
India
Kvalifikation
Kandidatexamen
Sökande
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