Advocacy Manager(职位编号：805387)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-08-23
- 工作地点：上海
- 招聘人数：1
- 工作经验：八年以上
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：客服经理(非技术)
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 805387
Product: (Not Product Specific)
Division: Services & Support
APGC Customer Partner Advocacy Team (APGC CPAT)
Role: Advocacy Manager
Standard Job Title: Senior Advocacy Specialist
APGC Customer & Partner Advocacy Team Advocacy Manager position centers on researching, managing and resolving complex mission critical customer and partner issues - Primarily serving as a “Trusted Advisor” and proactive Customer Advocate that provides an empathetic voice for our customers and partners while driving change across all organizations at Microsoft.
Primary Job Responsibilities:
- Steadfastly advocates on behalf of our customers and partners. Serves as the empathetic voice of our customers within Microsoft and provides timely and comprehensive resolutions to customer issues. In particular, sales & deployment blockers impacting enterprise, government & other key accounts.
- Identify and surface systemic issues, root causes, data and interpretation from various sources to determine an optimal solution which meets Microsoft’s and the Customer/Partner’s business needs.
- Proven successful ability to collaborate at all levels, with an emphasis on proactively building and retaining ongoing, productive team relationships. Engages internal resources resulting in successful cross-group collaboration. Continually building influence & creating impact with a cross section of internal contacts (e.g. subject matter experts (SMEs), segment leads, functional leads, business group leads & senior leaders).
- Conducts root cause analysis demonstrating a high level comprehension of business impact across customer/partner escalations while manifesting a commitment to the mission, goals and strategies across teams and key stakeholders. Lead strategic engagement with BGs, Program and Policy owners to define and address system and process failures.
- Proactively articulates and affirms the value of GetHelp/CPAT business model to business stakeholders resulting in an increased awareness and usage of the GetHelp process and related benefits. Provides compelling business rationale for Business Group (BG)/Product Group (PG)/SMEs etc. to engage and successfully collaborate to resolve customer and partner issues.
- Drives //GetHelp field usage and support among business stakeholders, subject matter experts (SMEs) and where appropriate, senior leadership teams within the subsidiary/area by collecting submitter feedback and identifying trends and immediate relationship opportunities.
- Positively influences external customer satisfaction and retention by receiving and effectively managing complex, mission-critical or politically sensitive customer escalations from various areas within Microsoft- including all executive offices.
- Consistently demonstrates the aptitude to problem-solve: investigate an issue, quickly ascertain the requested solution and engage the most appropriate resource(s) to drive the customer’s request to a timely resolution, even when confronted with time-sensitive and ambiguous issues that require collaborative evaluation & resolution.
- Provides insight and visibility to the management team regarding high-priority, large-scale or systemic trends/issues.
- Strong prioritization and time-management skills with the ability to handle fluctuating case volumes in a consistent manner without a decline in performance or advocacy.
Competencies and Qualifications:
- Minimum Bachelor’s degree
- Minimum 8-10 years corporate/ customer service experience. Previous sales & marketing experience strongly preferred.
- Exceptional English proficiency in verbal & written communication, over and above mother-tongue proficiency.
- A highly independent self starter
- Ability to maintain poise & a clear head on the shoulder under pressure
- Effective cross group collaboration skills.
- Global experience and the ability to work collaboratively in a virtual environment.
- Demonstrated program management skills.
- Proven ability to succeed in a dynamic and constantly evolving business landscape.
- Proven problem-solving abilities with the ability to manage uncertainties while handling multiple priorities, particularly when confronted with time-sensitive issues that require collaborative evaluation & resolution across team boundaries.
- Demonstrated prioritization skills and manage effective communication across multiple programs and business organizations.
- Demonstrated negotiation & conflict management skills.
- Executive level presentation and negotiation skills.
- In-depth understanding and commitment to a positive team environment and productive team interpersonal relationships.
- Highly effective and established time management and organizational dexterity.
- Advanced proficiency levels in Microsoft Office Suite Outlook, Word, and Excel required.
Microsoft Competencies:
- Customer Advocacy
- Business Acumen
- Dealing with Ambiguity
- Analytical Problem Solving
- Interpersonal Awareness
- Cross-Boundary Collaboration
- Communication Skills
- Enabling Change
- Project Management
- Strategic Insight
- Impact & Influence
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 805387
Product: (Not Product Specific)
Division: Services & Support
APGC Customer Partner Advocacy Team (APGC CPAT)
Role: Advocacy Manager
Standard Job Title: Senior Advocacy Specialist
APGC Customer & Partner Advocacy Team Advocacy Manager position centers on researching, managing and resolving complex mission critical customer and partner issues - Primarily serving as a “Trusted Advisor” and proactive Customer Advocate that provides an empathetic voice for our customers and partners while driving change across all organizations at Microsoft.
Primary Job Responsibilities:
- Steadfastly advocates on behalf of our customers and partners. Serves as the empathetic voice of our customers within Microsoft and provides timely and comprehensive resolutions to customer issues. In particular, sales & deployment blockers impacting enterprise, government & other key accounts.
- Identify and surface systemic issues, root causes, data and interpretation from various sources to determine an optimal solution which meets Microsoft’s and the Customer/Partner’s business needs.
- Proven successful ability to collaborate at all levels, with an emphasis on proactively building and retaining ongoing, productive team relationships. Engages internal resources resulting in successful cross-group collaboration. Continually building influence & creating impact with a cross section of internal contacts (e.g. subject matter experts (SMEs), segment leads, functional leads, business group leads & senior leaders).
- Conducts root cause analysis demonstrating a high level comprehension of business impact across customer/partner escalations while manifesting a commitment to the mission, goals and strategies across teams and key stakeholders. Lead strategic engagement with BGs, Program and Policy owners to define and address system and process failures.
- Proactively articulates and affirms the value of GetHelp/CPAT business model to business stakeholders resulting in an increased awareness and usage of the GetHelp process and related benefits. Provides compelling business rationale for Business Group (BG)/Product Group (PG)/SMEs etc. to engage and successfully collaborate to resolve customer and partner issues.
- Drives //GetHelp field usage and support among business stakeholders, subject matter experts (SMEs) and where appropriate, senior leadership teams within the subsidiary/area by collecting submitter feedback and identifying trends and immediate relationship opportunities.
- Positively influences external customer satisfaction and retention by receiving and effectively managing complex, mission-critical or politically sensitive customer escalations from various areas within Microsoft- including all executive offices.
- Consistently demonstrates the aptitude to problem-solve: investigate an issue, quickly ascertain the requested solution and engage the most appropriate resource(s) to drive the customer’s request to a timely resolution, even when confronted with time-sensitive and ambiguous issues that require collaborative evaluation & resolution.
- Provides insight and visibility to the management team regarding high-priority, large-scale or systemic trends/issues.
- Strong prioritization and time-management skills with the ability to handle fluctuating case volumes in a consistent manner without a decline in performance or advocacy.
Competencies and Qualifications:
- Minimum Bachelor’s degree
- Minimum 8-10 years corporate/ customer service experience. Previous sales & marketing experience strongly preferred.
- Exceptional English proficiency in verbal & written communication, over and above mother-tongue proficiency.
- A highly independent self starter
- Ability to maintain poise & a clear head on the shoulder under pressure
- Effective cross group collaboration skills.
- Global experience and the ability to work collaboratively in a virtual environment.
- Demonstrated program management skills.
- Proven ability to succeed in a dynamic and constantly evolving business landscape.
- Proven problem-solving abilities with the ability to manage uncertainties while handling multiple priorities, particularly when confronted with time-sensitive issues that require collaborative evaluation & resolution across team boundaries.
- Demonstrated prioritization skills and manage effective communication across multiple programs and business organizations.
- Demonstrated negotiation & conflict management skills.
- Executive level presentation and negotiation skills.
- In-depth understanding and commitment to a positive team environment and productive team interpersonal relationships.
- Highly effective and established time management and organizational dexterity.
- Advanced proficiency levels in Microsoft Office Suite Outlook, Word, and Excel required.
Microsoft Competencies:
- Customer Advocacy
- Business Acumen
- Dealing with Ambiguity
- Analytical Problem Solving
- Interpersonal Awareness
- Cross-Boundary Collaboration
- Communication Skills
- Enabling Change
- Project Management
- Strategic Insight
- Impact & Influence
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
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。
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。