Microsoft Customer Operations Manager 

Romania, Bucharest 

367894821

The Customer Operations Manager role requires fluency in both English and Spanish to effectively support our clients and ensure smooth communication across all transactional and customer service activities. You will be expected to interact directly with Spanish-speaking customers and internal stakeholders.

Required/Minimum Qualifications:

• Bachelor's Degree in Business, Operations, Finance or related field AND operations, program management or process management work experience
  • OR equivalent experience.
• Fluency in Spanish and English languages, with the ability to communicate effectively with both external and internal customers/stakeholders, including writing, reading, and speaking.
• Experience in areas such as contracting, order management, pipeline management, billing execution, with a focus on financial accuracy, compliance, risk management, contract validation, credit approval, customer service, stakeholder engagement, process optimization.
• Proficiency in data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external customers.

Preferred Qualifications:

• Experience in customer service operations, managing escalations, improving service metrics, & implementing process improvements to streamline operations.
• Experience with similar industry Business Value deal constructions.
• Experience with Microsoft licensing concepts, including contracts, quotes, and invoices, as well as evaluation and review of complex proposals, agreements, and amendments.
• Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.

This role requires an on-site presence of minimum 3 days/week.

Contracting and Order Management:

• Deal and Contract Validation: Manage the validation and execution of agreements and post-sales lifecycle transactions, enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX-approved deal financials.
• Pipeline Management: Manage critical deal lists on a monthly and quarterly basis in alignment with expectations with the Sales, Sales Excellence, and key Subsidiary sales stakeholders on all critical deals for the month.

Billing Management:

• Billing Execution: Ensure accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.
• Credit Approval Management: Orchestrate all Finance exception approvals on high-value credits and execute all credits and associated rebills.
• Billing Status and Risk Management: Track and communicate contract billing status to key stakeholders, highlighting risks with contractual requirements, customer PO coverage, customer sign-offs, and credit/payment status.

Customer Service:

• Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues.
• Oversee the daily operations of the customer service team to ensure quality standards are met and maintained.
• Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
• Handle escalated customer service issues and complaints in a professional and efficient manner.
• Work closely with other departments to resolve customer issues and ensure a positive customer experience.
• Develop and implement processes and procedures to streamline the customer service operation.
• Stay up-to-date on industry trends and best practices to ensure the customer service team provides the highest level of service possible.
• Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews.

Operations Excellence: Optimization and Process Improvement:

• Act as a thought leader to drive consistency in processes, capabilities, and services, meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery.
• Be a trusted advisor for customers and internal clients on operational processes and capabilities, providing efficient, scalable operational solutions across a portfolio of accounts.

Stakeholder Management (Field, Partners, Customers):

• Use voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.