Sales advisorMicrosoft

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Customer Presales & Retention, Microsoft Advertising Services, Partner Enablement, Store Sales & Support (CAPS) is a support business unit with a portfolio of different proactive and reactive support and service teams. Our services support a breadth of scenarios that include helping customers buy online at the Microsoft Store, helping Small and Medium Business (SMB) customers advertise to millions of consumers on Bing, helping support partners grow their businesses, and helping acquire and retain SMB customers.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Overview:
The Commercial Presales & Retention (CPR) team manages Customer Lifecycle Engagement for Sales, Lead Generation and Retention, which is a central pivot between Marketing, Sales, Support, Partners and Engineering for Cloud and Devices growth. We have an exciting opportunity to play a leading role in designing our high-performing and fast-adapting delivery operations that are responsible for driving multimillion-dollar revenue generating programs.
The Sales Advisor (SA) role works closely with our Delivery Partners (DPs) catering to 15+ markets in Asia, is responsible for day-to-day operations ensuring we maximize performance and drive strong Cloud & Hardware Sales - either directly with customers, via Inside Sales teams and/or Partners building long term pipeline. Microsoft technologies offer a range of business solutions that help our customers achieve more across several industries & organizations of varying sizes. In this role SAs will build relationships with DPs to become recognized as a Trusted Advisor & mentor Sales Advocates, Trainers, SMEs & Coaches. SAs will be pivotal in identifying gaps in processes & procedures, handling complex escalations, proactively removing blockers, provide readiness recommendations & help deliver results unhindered, while running operations smoothly. Along with close working relationship with DPs, the SA collaborates with internal stakeholders & global peer communities to share learnings & insights to enhance our products, services & overall experience & customer journey.
Team Readiness & Development - you will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
Case Management (Delivery Excellence) - you will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
Managing Collaborative Activities - mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
Supportability Activities - you will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
Process Improvement - collaborate with stakeholder teams providing product and process feedback.
Responsibilities
Manage day-to-day operations with Outsourced DPs - ensuring Microsoft Sales targets are met/exceeded
Drive DPs' performance via KPIs & operational levers, track their training & quality & own 'get to green' plans if any
Drive results (Ex: Direct Sales, Pipeline, Conversion Rate, Save Rate, Stick Rate, Attach Rate) through collaboration and innovation with both DPs & internal stakeholders
Review leading & lagging indicators and share insights on gap analysis to develop improvement & readiness plans based on the short & long-term needs
Collaborate on cross-market/channel/line-of-business issues, triage & prioritize by working with peer groups in Planning, Supportability, Enablement, Readiness, Engineering & BI to drive resolution & improve overall Sales lifecycle experience
Identify and remove sales blockers across all aspects; drive awareness & feedback on opportunities - be it processes, procedures, tools and/or systems
Evangelize improvements & amplify 'Voice of Customers' & 'Voice of Advocates'
Monitor Customer and Partner Satisfaction - making recommendations and suggestions required to exceed targets
Smooth implementation of Tools, Trainings and Processes - ensuring operational risks & mission critical escalations are identified, mitigated/solved
Provide subject matter expertise on Microsoft suite of products, services & solutions
Experience and Skills desired:
Minimum 5 years of hands-on experience with Sales/Pre-sales and/or Customer Retention across different industry segments & cultures
Deep day-to-day operational experience, driving results - effectively & efficiently
Proven experience in de-escalating, conflict resolution & closure of Customer/Delivery Partner issues
Ability to navigate, influence, collaborate & build relationships in matrixed environment - with internal stakeholders & Vendors/Delivery Partners
Analytical problem solving & ability to identify opportunities for improvement in performance, assuring Quality
Has exceptional verbal and written communication skills
Self-motivated, creative, independent thinker who can deal with ambiguity & make decisions
Breadth understanding of Microsoft solutions & how businesses apply them with depth in 1 area; Certifications in one or more Microsoft Technologies preferred.
Project/Change Management Certifications and practical execution-experience preferred.
Microsoft is an equal opportunity employer. All 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 ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If 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 .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Microsoft

Makati City, Metro Manila
Permanent
Full-time