Microsoft Customer Operations Manager 

Romania, Bucharest 

583698845

The Customer Operations Manager role requires fluency in both English and Italian to effectively support our Italy-based clients and ensure smooth communication across all transactional and customer service activities. You will be expected to interact directly with Italian-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 Italian 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.
• Italian language certifications, such as CILS, CELI, or PLIDA, are preferred to validate language proficiency in a business context.

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.