near a Microsoft Office
We are the Customer
& Field Advocacy
)-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
is a group of advocates with an extremely large network of key decisions makers within the company, whose stakeholders include GMs
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.
and Field Advocacy Team
has an exciting role as an Advocacy Manager
in (California/West Region
. As part of the global Customer
and Partner Advocacy
) organization, CFA-GetHelp
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.
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
deep relationships with local subsidiary/market submitters, stakeholders, and business partners to drive visibility of local issues and trends.
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.
and be customer centric to drive appropriate change for Customers
that ultimately make Microsoft
a better company.
high levels of internal submitter survey satisfaction results
appropriate established escalation routes to facilitate the timely resolution of customer issues and escalations.
high levels of data quality and case management excellence through the lifecycle of managing an issue.
responsibility for the resolution of complex escalations whilst representing a positive image of Microsoft
& manage workload based on business needs in order to delight customers, partners and stakeholders.
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.
clarity, innovation, and simplicity.
appropriate tools to ensure the customer receives timely, relevant and accurate information at any time.
the many review boards, triage meetings and executive alerts to drive traction of escalations.
in team meetings, discussions and other activities as required in order to support the team and improve the quality of CFA
with account managers, call center agents, legal and corporate affairs, product/program specialists and subject matter experts to ensure escalations are resolved effectively.
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.
mutually beneficial partnerships and networks with individuals and business segments globally.
engagement within sales, marketing and services channels to evangelize appropriate use of GetHelp
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
information and knowledge with the other team members, business owners, and the wider Services
community to reduce the number of repeated Customer
issues that are systemic and report on key trends to local subsidiary/market stakeholders.
preventive action by anticipating changing conditions, and identify new trends, risks, and issues.
a deep knowledge of issues to act as the focal point of contact or to deliver customer-ready solutions to the field team.
current business processes & tools which impact our customers & work with the necessary owners internally to resolve any issues, and fix processes.
to reduce the number of escalations and complaints received and improve internal processes & policies.
engagement skills to evangelize Get Help
offerings with local subsidiary/market stakeholders & partners.
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.
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.
teamwork and collaboration through a positive attitude and effective communication.
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.
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.
to manage your time carefully and work under pressure on multiple issues without compromising on quality.
analytic problem solving skills and a logical approach to taking the most appropriate action.
written and verbal communication skills to enable you to articulate complex problems succinctly.
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
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
demonstrate strong problem-solving abilities, particularly when faced with time-sensitive issues that require collaborative evaluation & resolution across business segments.
changing conditions and risks to take preventative action.
causal links in complex patterns or ambiguous data and formulate conclusions that resolve highly complex business problems.
and manage strategic alliances or partnerships to gain widespread support.
Be proactive and resourceful in pursuit of improving customer and partner experience
accountability for issues on which you depend on others to resolve.
impact though influence and a positive "can do" attitude.
QUALIFICATIONS AND EXPERIENCE
or equivalent experience required
5-7 years demonstrated commitment to customer service and satisfaction, and relationship development skills
for IT and Technology
A comprehensive understanding of Microsoft
in one or more of the following areas: Microsoft Cloud Computing
, Microsoft Partner Business
, Microsoft Licensing
, Microsoft Services
, Microsoft Product Portfolio
communication skills (You may be asked to provide a written or oral presentation during the selection process)
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.
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