Job Description
Role: Relationship Manager
nLocation: Gurgaon
nShift timings: General Shift
nYears of experience: 12-15 Years of experience
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nTechnical Skills:
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- Partner program experience withn
- MAICPPn
- Marketplacen
- Microsoft Partner Network(MPN)n
- Cloud Solution Provider(CSP)n
- Vettingn

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nRoles & Responsibilities:
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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 retentionn
- 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.n
- Advocate for the best resolution possible for the customer while balancing Client policy and interests through exception management.n
- Communicating effectively case status and roadblocks to stakeholders.n
- Mentoring and consultation with team membersn




- Documentation of customer issues for further analysis by the business.n
- Identifying reoccurring or emerging issues and escalating to the appropriate channelsn
- For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues.n
- Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.n
- Adhere to strict SLAs  Self-prioritize and manage case workn
- Contribute towards the identification, documentation and elimination of root cause.n
- Identify opportunities to provide a better customer experiencen
- Triage and case assignment as neededn
- Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)n
- Engage escalation pa

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