Job Type: Full Time
Salary: 20,000 – 28,000 RON
Position Description
The Customer Operations Manager is responsible for customer-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The Customer Operations Manager will provide direct, front line transactional support for Microsoft Field sellers and our customers. The Customer Operations Manager is responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers.
The role will also provide fantastic opportunities to lead and shape next generation experiences for internal stakeholders and end customers. Are you ready to make an impact in this exciting and challenging role?
Responsibilities
Contracting and Order Management
- Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials.
- Pipeline Management: Manage critical deal lists on a monthly and quarterly basis in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month .
Billing Management
- Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.
- Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills.
- Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status.
Customer Service
- 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 and maintained.
- Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
- Handle escalated customer service issues and complaints in a professional and efficient manner.
- Work closely with other departments to resolve customer issues and ensure a positive customer experience.
- Develop and implement processes and procedures to streamline the customer service operation.
- Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible.
- Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews.
Operations Excellence: Optimization and Process improvement
- Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery.
- Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts .
Stakeholder Management (Field, Partners, Customers)
- Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.
Qualifications
Required Experience/Minimum Qualifications
- Bachelor’s degree in business, Operations, Finance or related field AND operations, program management or process management work experience
- OR equivalent experience.
- 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, with strong capabilities in customer service, stakeholder engagement, process optimization, and operations excellence.
- On site presence minimum 3 days/week.
Preferred Qualifications
- 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.
- Proficiency in data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external customers.