Customer Operations Manager

Contracting and Order Management ​

• Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials.
• Pipeline Management: Manage critical deal lists on a monthly and quarterly basis​ in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month​​.

Billing Management​

• Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.​
• Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills.​
• Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status. ​

Customer Service

• Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues.
• Oversee the daily operations of the customer service team to ensure quality standards are met and maintained.
• Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
• Handle escalated customer service issues and complaints in a professional and efficient manner.
• Work closely with other departments to resolve customer issues and ensure a positive customer experience.
• Develop and implement processes and procedures to streamline the customer service operation.
• Stay up to date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible.
• Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews.

Operations Excellence: Optimization and Process improvement​

• Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery​.
• Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts​.

Stakeholder Management (Field, Partners, Customers) ​

• Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.

Required/Minimum Qualifications

• Bachelor’s degree in business, Operations, Finance or related field AND operations, program management or process management work experience
• OR equivalent experience.
• Fluency in English, with demonstrated experience using the language in a professional or business environment.
• On site presence minimum 3 days/week.

Preferred Qualifications

• Experience in a customer service environment in a large, matrixed multinational company.
• Experience with similar industry Business Value deal constructions.
• Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments.
• Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.

Business Program Management IC3 - The typical base pay range for this role across Romania is lei 143,500.00 - lei 253,800.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/romania-corporate-pay.html

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.