重庆招聘

With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology i***estments.

We are looking for strategic, global business leader(s) with Sales fluency/acumen and strong support delivery, customer engagement, and supplier experience to work with agents and suppliers to improve the customer experience with Customers and Partners in CSS organization.

The ideal candidate must have a strong customer mindset, deep sales experience and understand symptoms of the supplier experience. He/she must be able to provide advice on sales and resolving supplier issues. This person will be the interface to suppliers within the CAPS team and will drive strategies for improved supplier sales performance.

Core Responsibilities:
Supplier Sales Enablement
• Work to understand customer sales experience and with agents directly to gather input on sales blockers
• Provide consulting, sales advice to Supplier that will improve the customer experience
• Ensure on-the-ground agent support related to sales results
• Monitor and evaluate vendor performance and sales readiness, and evaluate and drive improvement in agent quality including lead quality
• Review and provide gap analysis on proposed agent experience
• Ensure supplier readiness and coordinate with Release Excellence on release management plans for suppliers
• Work with readiness and training team to optimize the curriculum, reducing the delivery time requirement or to enhance the material
• Drive implementation of improvement initiatives from the Delivery Excellence team
• Drive awareness on opportunities for training, content, tools, processes

Success Measures
• Improvement in supplier sales delivery performance, including sales pipeline, sales co***ersion rates, save rates, stick rates, interaction handling consistency and efficiency, escalations, etc.
• Sales readiness and quality/proficiency of outsourced delivery agents
Stakeholders & Partnerships:
• To be successful in this role, the TA must have effective relationships / partnerships with key stakeholders in the CSS organization, including but not limited to:
o Partner/supplier delivery leaders
o Sales Excellence Quality leads
o Delivery Partner Delivery Manager (DPDMs)
o Frontline Process Excellence, Release Excellence in O&DE
o Skills & Development in RSVP
o Readiness Services
Skills & Qualifications:
• 5+ years of business experience; self-motivated.
• Strong global communication skills, and skills in building partnerships with customers and partners. Ability to navigate and influence in a matrixed organization.
• Sales fluency/acumen and strong support delivery leadership knowledge/understanding.
• Demonstrated experience/ability driving sales & retention experiences with a broad array of skills to ensure best-in-class customer, partner and supplier outcomes.
• Demonstrated experience/ability in resolving customer and supplier issues and building long-term account relationships.
• Creates clarity for customers, partners and suppliers, translating complex ideas and issues into clear and consumable sales solutions and products
• Demonstrated experience in working as necessary with employees at different levels and i***esting effort in building right stakeholder partnerships
• Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with partners and suppliers
• Relevant Bachelor’s degree or experience commensurate with job expectations is required.


Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, preg***cy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordi***ces.

微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。