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

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