Description
Operations Specialists - 15475
Services include but not limited to:
Provide support to the Partners and Microsoft field resources through a regular rhythm of 1:1 and 1: Many engagements
Manage assigned Hypercare partner pipeline and resulting portfolio
Drive new Partner on boarding and on-going field education. Focus on the CRM product will manage the MBS Operations HyperCare program
Conduct structured Partner engagements to drive Partner operational performance (ALC Model = Partner Calls)
Develop excellence in overall Field operational performance/respond to broad field inquiries; provide communication and training to support Field/Partner engagement
Manage complex issue resolution with Partner including co-ordination and closure of short term and long term corrective actions using approved channels and tools
Troubleshoot and resolve complex Partner queries & escalations
Ensure a smooth contact with support and be an escalation point of contact when the service levels are not met
Manage Partners to achieve specific scorecard objectives
Monthly and Quarterly Partner Updates by Email or Phone to collect feedback and deliver latest news.
Participate in projects and/or initiatives as required