Job details
Job type full-time
Full job description
Microsoft is on a mission to empower every person and every organization on the planet to achieve moreOur culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each dayIn doing so, we create life-changing innovations that impact billions of lives around the worldYou can help us to achieve our missionWith over 15,000 employees worldwide, the microsoft customer experience and success (cens) organization is responsible for the strategy, design, and implementation of the microsoft end-to-end customer experienceThis newly expanded organization reflects the microsoft ambition to be known as a customer experience company, ensuring our microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experienceMicrosoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growthThe cens organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Responsibilities
Psam manager, asfp – asia
The psam manager is responsible for successfully leading a partner success account management (psam) team towards high quality engagements with clear business impact and high partner satisfactionThe role is on point to drive operational and delivery excellence as well as business engagement with key stakeholders in countries across the asia region.
Note: this position is based in bangalore/india (prefSite) or noida/indiaOur global advanced support for partners (asfp) delivery lob is geographically distributed; we speak many languages and we come from a variety of cultural backgrounds.
Advanced support for partners (asfp) is a managed services offering; designed for partners and their customers to be successful in their digital transformation via access to proactive services, consultations, and elevated support benefits.
The partner success account manager (psam) is responsible for building and maintaining a direct and strong relationship with some of our strategic, high profile and complex dynamics and cloud partners.
They are the primary point of contact and perceived as a trusted advisor regarding any service, readiness, or technical needs the partners may have.
Our aim is to help partners sell more, deploy better, and escalate lessWe work proactively with the partners to support them in building their cloud technical capability to increase their capacity and create a technically enabled, best in class cloud business.
We are looking for a passionate individual with a growth mindset – a comprehensive customer service, commercial/sales, and people management experience – who wants to become an integral part of the global partner enablement organizationA leader with a strong desire to help partners and internal stakeholders see the value of the advanced support for partners offering and deliver on our vision to be the preferred partner success offering, and to scale and accelerate growth in all markets worldwide.
The psam manager’s responsibilities
The responsibilities below outline the crucial activities that this role will be accountable for and to help transform the partner ecosystem:
Lead a team of psams orchestrating partner scenarios that range from simple to complex in both technical and business termsPartner issues/questions/engagements include (but not limited to); readiness, pre-sales, architecture, competitive, proof-of-concept, rfp, deployment, break-fix questions & escalations
Manage one of our asia psam teams; mainly based in india and servicing partners across the asia region
Inspire, energize, and coach the team to transform advanced support for partners to sell, deploy and support our cloud/mobile products and services
Fully on point for people management in the areas of hiring, retention, morale, and employee development
Provide escalation management for issues raised by the psams and their interactions with partners
Interface with multiple stakeholders, for example the regional subsidiaries, global partners services, bg leads, cpe leads, css emea dynamics & ocp leads, local hr teams, sales / field leads, etc.
Ensure appropriate policies, compliance and guidelines are adhered to.
Conduct employee performance reviews/evaluations and regular development / career planning sessions and one-on-ones with employees
Talent management; be a great attractor and developer of diverse talent
Obsessed about our partners and customers; be an advocate and seek to understand their needs through regular engagements
Operational efficiency; maximize efficiency of teams to deliver on operational metrics, continuously improve and innovate delivery
Business development: build relationships with key stakeholders in countries to engage and evangelize/sell our partner offering to drive growth
Qualifications
Candidate profile - qualifications
Good understanding and successful experience of managing a support, services, consultancy business, or sales team (be prepared to share proven results)
Proven people management / leadership experience (minimum 5 years / 8-10+ ftes)
Strong customer and stakeholder relationship management skills and ability to interact with customers to enhance customer and partner experience
Project management and hands-on project experience preferred
Good partner, market and business knowledge, enhanced with a technical understanding of microsoft business priorities
Services industry experience and knowledge of competitive products is a plus
• exposure to operational metrics and process adherence• ability to work across cultural and organizational boundaries and operate successfully in an intense business environment
No mandatory education qualifications, however relevant bachelor degree preferable
Knowledge & skills
Business influence experience and comprehensive expWith the asia market
Services creation / strategy / plans / implementation
Possess strong active listening skills
Excellent verbal and written communication skills
English: fluent business level or bilingual proficiency
Ability to facilitate meetings, workshops etc., with diverse cultures
Leading without line authority and working with v-teams
Ability to analyze partner challenges and their end customer business requirements
Well-organized, with the ability to effectively prioritize/balance various workloads
Strong experience on people, sales & service delivery management will be preferred.
Personal attributes
Impact & influence
Enabling change
Strategic thinker
Solution driven
Managing complex situations
Confidence
Cross-boundary collaboration
Setting goals and expectations
Analytical problem solving
Building customer/partner relationships
Microsoft is an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinancesWe also consider qualified applicants regardless of criminal histories, consistent with legal requirementsIf you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with microsoft and the country where you work.
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