The role will improve customer experience with technical intensity and actioning customer feedback, drive deployment and adoption activities with key IT Decision Makers, help reduce implementation risk and drive usage. The role is a key part of our customer-facing sales teams.  

 Role Objectives 

• Deliver on Hardware support obligations, prioritising Federal Customers to build trust and pave way for renewals
• Continue to develop technical capabilities across Microsoft technologies that support customer digital transformation efforts, specifically shifting to Modern Management

Responsibilities

What does the Role do?

• Orchestrates and triages reactive support escalations to ensure transparency, priority and customer obsession until closure
• Leads a collection of prioritised customer success engagements and projects (Modern Management, Enablement etc) related to a customer solution/strategy (Get Modern)
• Leads internal communications regarding Federal Post-sales & tracks customer experience and support, and ensures escalations and issues are addressed by the business

 How:

• Customer Outcome Obsessed: Driving customer success is the prevailing business priority. Orchestrate and align programs, projects and delivery engagements across account, specialist sales and partner teams to deliver an exceptional customer experience.
• Consumption Alignment: Leads prioritised programs, delivery engagements and projects to promote stronger Connected Customer Experience collaboration across Modern Work, Security and Surface. Manages resources and escalates technical blockers with follow-through until resolved or workaround identified to accelerate time to value.
• Pivot to Proactive: Ensure that customers get the most out of their support agreement and fulfill Support contract obligations. Drive high quality, proactive delivery and planning with the customer to realise customer value from support through consistent Service Delivery Management for Support execution.

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
• OR Master's Degree in Business, Engineering, Technology, or related field AND 3+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
• OR equivalent experience