Job Title: Professional Direct Delivery Manager (PDM)
Location: Bellevue, WA (Remote)
Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of highly dedicated professionals who deliver world class services with partners, earning customer confidence, trust, and loyalty by improving the overall Customer and Partner Experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement.
Professional Direct for Windows Azure is a new Microsoft services & support offering targeted at mid-sized customers and ISVs. This is a customer facing role and would require the individual to act as the customer s advocate.
RESPONSIBILITIES SUMMARY:
- Help customers adopt the services by providing lite advisory support on migration, architecture, development, and deployment topics by answering simple how to questions and for more complex asks, pointing customers to the best self-service resources available online and when applicable, making partner referrals via Pinpoint.
- Identify incident trends (by customers) and help customers with root-cause analysis of these trends as able based on required access to tools, reports and teams
- Administer the Windows Azure Optimization Report remote diagnostics tool, providing results to customers via a regular report (manual at launch, automated longer term)
- Help drive improved support CPE for customers using Windows Azure
- Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase, along with helpful Azure onboarding self-service resources
- Serve as the primary contact for Professional Direct for Azure customers with reactive support escalations, providing local business hours escalation assistance, advocacy and support (US, UK, Canada).
- As a global team, the role might need to be work in flexible hours and would require the individual to work in customer time zones.
- Quickly develop client relationships and trust, and ensure client/partner expectations are being set and met
- Work in collaboration with multiple Microsoft teams including Azure Support, Depth Queues, Operations, Engineering, and Commerce/Billing to drive resolution of escalated tickets
- Create and deliver new IP for Professional Direct (i.e. webinars, tips & tricks, takeaways)
- Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft
- Listen to and communicate the voice of the customers within Microsoft
- Provide training and documentation feedback, updating role documentation as needed
QUALIFICATIONS:
SOFT SKILLS
- [1st] Must be able to quickly develop trust and rapport with customers (most of the time they are of this profile: Enterprise Architects, CxO's, Development & Test Management, IT Directors)
- [2nd] Passion for customer advocacy in technology domain.
- Strong communications skills in spoken and written English
- Effective, polished interaction with customer, Microsoft Services, Support and Azure development teams at the appropriate technical depth
- Ability to work independently
- Must be a great Customer advocate
TECHNICAL SKILLS (Preferred/Optional)
- [3rd] Understanding of cloud vs. on premise computing. Solid understanding of fundamentals of cloud computing.
- Technical understanding of the Azure Platform and architecture
- A strong knowledge of the Microsoft Windows platform
- Familiarity with networking concepts including VIPs, NAT, DNS
- .NET 3.0/3.5/4.0.
- Visual Studio Languages (VB, C/C#/C++)
- SQL Azure / SQL Server
- Distributed application architecture
- Application Lifecycle Management (ALM)
- Service Oriented Architectures (SOA).
- Familiarity with load balancing, geo-redundancy, CDN and VPN technologies preferred
- Familiarity with Virtualization concepts and virtual system administration
- Familiarity with Hyper-V configuration and administration
EXPERIENCE (Preferred)
- 8+ Years information technology role experience
- 5+ Years Systems Development, Network Operations, or Customer Service
- 3+ Years in Application development, preferably using cloud platforms.
- 1+ Years Azure Development or Azure Support
EDUCATION/CERTIFICATION
- B.S. degree in Computer Science, MIS, business or equivalent
- MCSE, MCPD, or MCAD preferred
*This role requires Japanese language expertise and the individual should have excellent written and spoken Japanese skills.
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