重庆招聘

Job Category: Operations
Location: Singapore, Singapore
Job ID: 793595
Product: (Not Product Specific)
Division: Services & Support
Overview:
Do you want to join a great team with customer loyalty culture, aiming to provide high-quality service to Microsoft enterprise level customers in 15 different countries with 5 different languages, and realizing customer potential through adopting Microsoft technologies?
APGC Customer Service and Support organization (Enterprise and Developer Support division (Ent/Dev)) is a team comprised of best technical talent, both from a breadth and depth perspective, with more than 300+ FTEs. The team provides enterprise level support on almost all Microsoft enterprise level technologies to enterprise customers across the region. The team has strong presence across 3 different sites in Shanghai, Taipei and Seoul, and serves customers from 15 different countries in across 6 time zones.
APGC CSS Ent/Dev has an immediate opening for a Field Engagement Manager (FEM). This role is responsible for engaging with regional stakeholders, including but not limited to Enterprise and Partner Group, Marketing, Enterprise Services and Developer Platform Evangelism group, identifying business opportunities that can address customer pains, help Microsoft compete better and help partners grow their business. FEM will be responsible to identify the right opportunities and then shape them into implementable projects and programs which will eventually help customers and partners realizing their potential through Microsoft technologies and help Microsoft with growing revenue, share and CPE. The role will also interact with customers and partners keeping a pulse of what’s working and what’s not as some of these innovative programs land in the field. The FEM will have the ability to orchestrate multiple CSS resources to enable these opportunities and land them resulting in clear benefits and deliverables.
The incumbent should be able to work independently and drive impact through influence. Capabilities to think ahead, anticipate obstacles, effective planning to deliver to business objectives in a predictable fashion would be foundational. Confidence, proven communications skills and strong inter-personal awareness will be required in the role.

Main Responsibilities:
Establishing CSS as a strategic differentiator to drive business and customer value
- Identify key stakeholders and right business opportunities through close interaction with regional sales, marketing, services, research and development organizations
- Transform business opportunities into tangible projects and programs where CSS will be a strategic asset helping drive revenue, market share or CPE within a clear time frame. These opportunities shall tie into certain key campaigns or initiatives being run through sales or marketing teams. Examples could be during key product launches, marketing campaigns, pre-sales phase to increase sales velocity, deployment phase helping with speed and experience of deployment, competing faster and better.
Enable Customers, Partners and Helping Microsoft Win
- Synergize CSS resources and partner with regional stakeholders from sales, marketing, services or research and development organization to
- Push forward Microsoft Compete agenda
- Increase market penetration and revenue contribution through assisting with value and solution selling
- Drive the impact of marketing campaigns with CSS insights and support as a differentiator
- Proactively seek for feedback and make continuous improvement efforts driving the value and perception agenda of CSS
Manage Field Engagement Health and Stakeholders’ Expectation across Enterprise and Partner Group, Enterprise Services, Marketing and Developer / Platform Evangelism group
- Orchestrate field engagement efforts from APGC CSS
- Set up rhythm and proactively sync-up SMSG stakeholders and CSS internal stakeholders
- Define success measure and scorecard for each engagement efforts
- Drive engagement process and change management for key business partners
Be the Voice of Field
- Proactively communicate with all levels of regionals stakeholders, check regional feedback on CSS service quality and take corrective action if necessary
- Summarize regional feedback and escalate via appropriate channel, e.g. VOC, One List and etc.

Competencies:
- Strong communication and interpersonal skills
- Strong business acumen and be able to identify opportunities and land them as tangle deliverables
- Influence and impact at various levels within the organization and with customers and partners
- Proven organizational skills especially in matrixed environments
- Excellent project management skills and be highly organized, process focused and detail oriented
- Demonstrated ability to manage virtual teams

Qualification:
- Minimum of 10+ years of demonstrated experience in sales or marketing or business development functions (one or a combination) with strong engagement management or project management skills in a high tech environments
- 3+ years working experience in IT service or relevant industry
- Experience of account management or business management
- Experience of working with senior management
- Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products as well as SharePoint site configuration and usage
- Working knowledge of international business practices preferred

Technical Requirements:
- General understanding of Microsoft products, e.g. Exchange, SQL and etc.

Education:
- Degree in business management or commensurate experience;
- MBA preferred

Microsoft is an equal opportunity employer and supports workforce diversity.

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。