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Customer Excellence Manager

April 28, 2022

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

Trustmarque is an award-winning IT partner that delivers IT solutions allowing our customers to work smarter and more effectively. We simplify business, through a flexible and cost-effective approach that empowers organisations and their people. Giving honest, simple, and independent advice we help our customers to navigate an increasingly complex world of IT – and that’s exactly what you’ll do too, if you join our talented team here.

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