Role: Relationship Manager /n Location: Gurgaon /n Shift timings: General Shift /n Years of experience: 12-15 Years of experience /n /n Technical Skills: /n /n

- Partner program experience with

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- MAICPP

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- Marketplace

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- Microsoft Partner Network(MPN)

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- Cloud Solution Provider(CSP)

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- Vetting

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- 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

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- 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.

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- Advocate for the best resolution possible for the customer while balancing Client policy and interests through exception management.

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- Communicating effectively case status and roadblocks to stakeholders.

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- Mentoring and consultation with team members

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- Documentation of customer issues for further analysis by the business.

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- Identifying reoccurring or emerging issues and escalating to the appropriate channels

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- For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues.

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- Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.

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- Adhere to strict SLAs  Self-prioritize and manage case work

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- Contribute towards the identification, documentation and elimination of root cause.

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- Identify opportunities to provide a better customer experience

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- Triage and case assignment as needed

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- Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)

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- Engage escalation path for consultations and exception approvals per process

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- Share knowledge and leverage the ideas of others to help the team grow and develo

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📌 Relationship manager (Customer Advocate) (Gurugram)
🏢 Launch Consulting Group
📍 Gurugram