Role: Relationship Manager

Location: Gurgaon

Shift timings: General Shift

Years of experience: 12-15 Years of experience

Technical Skills:

- Partner program experience with
- MAICPP
- Marketplace
- Microsoft Partner Network(MPN)
- Cloud Solution Provider(CSP)
- Vetting

Roles & Responsibilities:

- Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention
- Drive customer recovery across all products, services, and customer support scenarios such as Windows, Office 365, Active Directory, Networking etc., Specialization may occur based on expertise and business need.
- Advocate for the best resolution possible for the customer while balancing Client policy and interests through exception management.
- Communicating effectively case status and roadblocks to stakeholders.
- Mentoring and consultation with team members
- Documentation of customer issues for further analysis by the business.




- Identifying reoccurring or emerging issues and escalating to the appropriate channels
- For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues.
- Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.
- Adhere to strict SLAs  Self-prioritize and manage case work
- Contribute towards the identification, documentation and elimination of root cause.
- Identify opportunities to provide a better customer experience
- Triage and case assignment as needed
- Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)
- Engage escalation path for consultations and exception approvals per process
- Share knowledge and leverage the ideas of others to help the team grow and develo

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