Job summary

The Microsoft Customer Excellence Coordinator is responsible for supporting post-sales of our existing Microsoft Customers whilst providing the best experience possible. The role requires a high degree of Customer service, great professionalism, adaptability, tact and self-confidence. The Microsoft Customer Excellence Coordinator will be confident in using a wide range of on-line portal applications and liaising regularly with Microsoft and Customers through to query resolution. They will be expected to maintain a high level of operational accuracy and to expand and develop the role to reflect Business changes and Customer requirements.

The primary responsibilities of the Microsoft Customer Excellence Coordinator are:

• Support Customer onboarding, query resolution, portal navigation, demonstrations and webinars across multiple Microsoft agreements; Enterprise, MPSA & CSP.
• Support Customers to self-serve in the Microsoft portals and offer tailored Customer calls
• Accountability of Customer enquiries consistent with team SLAs
• Liaising with Microsoft on behalf of the Customer whilst closely managing expectations
• Concisely documenting and storing correspondence
• Proactively explore process improvements to benefit customer experience
• Creating agreement specific information packs ensuring Customers receive them in-line with SLAs
• Maintaining up to date Customer facing guides and documents relating to new Microsoft products and updates and creating new guides when required.
• Managing a central store of Customer feedback and utilising the information to improve customer experience.
• Liaise with the Microsoft Operations and Partner Teams to rollout Microsoft programmatic changes that impact customers.
• Deliver relevant updates to Sales teams on a weekly internal webinar
• Support the business’ operational drive towards CSP including the provisioning of customer licences in Trustmarque’s C-ESP portal.
• Support the Microsoft Partner team and Sales Support teams to ensure CSP billing is completely in a timely and accurate manner.
• Support Trustmarque’s Bids and tenders’ team with key deals.

Essential skills

To perform this role effectively, the individual must:

• Verbally communicate confidently, precisely, effectively and with authority, particularly on the telephone
• Use clear, concise business English
• Demonstrate high attention to detail with a high degree of accuracy
• Manage multiple tasks and conflicting priorities
• Independently see tasks through to completion, within agreed timescales
• Communicate clearly, openly and effectively with authority to both Customers and Microsoft
• Work well under pressure
• Identify and analyse relevant information from large volumes of data, accurately and quickly
• Have excellent time management skills
• Have a keen interesting in learning new skills and exploring how new tasks and processes will impact the business.

Desirable skills

• Experience of Microsoft Operations
• Experience of the CSP program
• Familiar with Microsoft portals such as; VLSC, Azure, Business Centre and Explore