Advocacy Manager, (Not Group Specific) in New York, NY


TitleAdvocacy Manager
CategoryCustomer service & support
LocationNew York, NY
Division(Not Group Specific)
Date AddedMarch 28, 2015
Open Positions1

Advocacy Manager
Location: NYC, NY;
Location Detail: Preferably near a Microsoft Office location

We are the Customer & Field Advocacy team (CFA)-a global network with 100% focus on advocating for Microsoft customers and partners. The CFA organization is the one place that facilitates resolution of customer and partner related issues by connecting the field to experts and key decision makers within the company. This includes both new requests and those previously unresolved through standard support channels. CFA manages a support service called GetHelp, which was created to fulfil the need for a holistic escalation service for the field, and is one of the most strategic programs at Microsoft. CFA-GetHelp is a group of advocates with an extremely large network of key decisions makers within the company, whose stakeholders include GMs to VPs around the world. We have the advantage to help our field personnel, and Microsoft customers and partners, get critical issues resolved when other channels are not meeting their needs/ expectations. CFA-GetHelp is committed to attracting the best people by striving for excellence in all that we do. Passion for advocating for Microsoft customers is core to our organization, and we always strive for the right balance between corporate goals and being a voice for our field and customers.

Microsoft's Customer and Field Advocacy Team has an exciting role as an Advocacy Manager in (California/West Region) GetHelp. As part of the global Customer and Partner Advocacy (CPA) organization, CFA-GetHelp allows Microsoft to proactively listen and respond to customer, partner, and field issues (via the GetHelp Portal). As a key resource for Microsoft employees and partners, GetHelp provides a mechanism to address individual customer issues and identify systemic problems that impact our customers and partners. GetHelp is a global organization delivered through FTE's, contingent and vendor staff aligned to local subsidiaries.

Using their proven operational experience and communication skills, the CFA team of Advocacy Manager's primary focus is to advocate for our customers, partners and field submitters to get critical issues resolved when other channels are not meeting the needs. Your opportunity for having an impact is significant as you engage with a large network of subject matter experts at a local, regional and global level as well as key decisions makers from across the company and around the world, from individual contributors to corporate vice presidents (CVPs). The goal of CFA is simple: "We advocate for our customer to make Microsoft better. Every day!"

KEY DELIVERABLES

Operational Excellence

Develop deep relationships with local subsidiary/market submitters, stakeholders, and business partners to drive visibility of local issues and trends.
Scope and surface local subsidiary/market issues, by providing the necessary evidence and the appropriate visibility to the Area Advocacy Manager and/or Team Manager for issue resolution and trends.
Advocate and be customer centric to drive appropriate change for Customers and Partners that ultimately make Microsoft a better company.
Achieve high levels of internal submitter survey satisfaction results
Utilize appropriate established escalation routes to facilitate the timely resolution of customer issues and escalations.
Maintain high levels of data quality and case management excellence through the lifecycle of managing an issue.
Assume responsibility for the resolution of complex escalations whilst representing a positive image of Microsoft.
Prioritize & manage workload based on business needs in order to delight customers, partners and stakeholders.
Proactively drive issue resolution that impact or block sales & deployments. Escalate and drive change earlier in the product/sales lifecycle, to improve the customer and partner experience.
Enable clarity, innovation, and simplicity.
Utilize appropriate tools to ensure the customer receives timely, relevant and accurate information at any time.
Leverage the many review boards, triage meetings and executive alerts to drive traction of escalations.
Participate in team meetings, discussions and other activities as required in order to support the team and improve the quality of CFA operations.

Strategic Relationships

Partner with account managers, call center agents, legal and corporate affairs, product/program specialists and subject matter experts to ensure escalations are resolved effectively.
Develop relationships with local subsidiary/market partners and stakeholders to, educate on the GH value proposition, influencing business decisions and building win/win connections that will ultimately drive CPE with customers and partners.
Build mutually beneficial partnerships and networks with individuals and business segments globally.
Drive engagement within sales, marketing and services channels to evangelize appropriate use of GetHelp services.
Proactively act as a trusted advisor to key stakeholders within a local subsidiary/market demonstrating an understanding of their business and linking this to a clear value proposition from CFA.
Share information and knowledge with the other team members, business owners, and the wider Services community to reduce the number of repeated Customer & Partner issues.

Business Insights

Identify issues that are systemic and report on key trends to local subsidiary/market stakeholders.
Take preventive action by anticipating changing conditions, and identify new trends, risks, and issues.
Maintain a deep knowledge of issues to act as the focal point of contact or to deliver customer-ready solutions to the field team.
Understand current business processes & tools which impact our customers & work with the necessary owners internally to resolve any issues, and fix processes.
Work to reduce the number of escalations and complaints received and improve internal processes & policies.

People

Utilize engagement skills to evangelize Get Help offerings with local subsidiary/market stakeholders & partners.
Proactively create and manage mutually beneficial relationships with worldwide team members, stakeholders, customers, partners, submitters and subject matter experts to develop deepening involvement and support of Microsoft products and services.
Ensure peers, partnering teams, groups or regional teams are in sync on key issues, ongoing projects, initiatives and future strategies to deliver great cross-group collaboration.
Promote teamwork and collaboration through a positive attitude and effective communication.

SKILLS

Proven prioritization skills to manage effective communication across multiple programs and business groups while advocating on behalf of the customers.
Be customer centric, understand the circumstances and desired outcome of an escalation to advocate for the appropriate action.
Ability to take ambiguous or complex information, take the key points to construct an executive level business summary.
Be persistent and tenacious in the pursuit of driving the right outcome without unnecessary delays.
Ability to manage your time carefully and work under pressure on multiple issues without compromising on quality.
Proven analytic problem solving skills and a logical approach to taking the most appropriate action.
Strong written and verbal communication skills to enable you to articulate complex problems succinctly.
Ability to understand and analyze the implications of customer/partner issues and required solutions across multiple customer service areas on behalf of Microsoft Business Groups, Product Groups, and Partners.
Proven successful cross group collaboration skills, demonstrated ability to identify issues, determine root cause, collect data from various sources and determine an acceptable solution which meets all Microsoft and the Customer/Partners business needs.
Must demonstrate strong problem-solving abilities, particularly when faced with time-sensitive issues that require collaborative evaluation & resolution across business segments.
Anticipate changing conditions and risks to take preventative action.
Sees causal links in complex patterns or ambiguous data and formulate conclusions that resolve highly complex business problems.
Create and manage strategic alliances or partnerships to gain widespread support.
Be proactive and resourceful in pursuit of improving customer and partner experience
Demonstrate accountability for issues on which you depend on others to resolve.
Illustrate impact though influence and a positive "can do" attitude.

QUALIFICATIONS AND EXPERIENCE

Bachelor Degree or equivalent experience required
5-7 years demonstrated commitment to customer service and satisfaction, and relationship development skills
Aptitude for IT and Technology
A comprehensive understanding of Microsoft technologies
Expertise in one or more of the following areas: Microsoft Cloud Computing, Microsoft Partner Business, Microsoft Licensing, Microsoft Services & Support, Microsoft Product Portfolio
Strong communication skills (You may be asked to provide a written or oral presentation during the selection process)

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
Apply for this job at Microsoft