Location: Shanghai

Services Account Manager

Job’s Purpose

The Services Account Manager’s primary role is to own the relationship between Microsoft and the partner. They will oversee the support relationship and act as a trusted advisor who is able to ensure the partner gets the most out of the benefits of their service plan.

Responsibility/Activity

Account Management:

Ø Foster close relationships with managed partners associated with the MBS managed support programs, specifically, the Partner Advantage Service Plan for Microsoft Dynamics to ensure there is open forthright communications
Ø Act as the managed partner’s advocate within Microsoft representing their view in internal discussions with the support team on case management or other issues
Ø Coordinate and participate in regular status meetings with each managed partner to ensure efficient service delivery is provided
Ø Conduct Quarterly Business Reviews/Annual Reviews of a managed partner’s support plan showing past period’s usage and identifying potential trends or areas of higher than expected usage in an effort to optimize their support.

Proactive/Preventative Initiatives:

Ø Keep abreast of the latest developments/news/trends associated with the Microsoft Dynamics products and other related technologies
Ø Assist in driving the number of support requests and total support time down within the managed partner organization by ensuring appropriate preventative information surrounding product and technology on Microsoft Dynamics business applications are relayed to the partners.
Ø Drive increased support coverage and prevention services like Workshops, Technical Pre-Sales Advisory Group (TPAG) risk assessments and increase awareness of Business Systems Architecture (BSA) reviews and/or other consulting engagements

Escalation Management:

Ø Own and drive to conclusion customer critical cases/escalations for managed partners, providing appropriate communications to the Customer, Partner and Management team and working with the Customer Relations team where necessary
Ø Responsibilities include working directly with the customer and partner, documenting issues, providing timely communications and managing the organizational actions necessary to effectively and efficiently resolve the situation.
Ø Along with managing situations reactively, a key responsibility will also be to improve the escalation management skills and processes of assigned partners resulting in a more proactive approach to critical situations that will lead to higher satisfaction and loyalty along with reduced escalations.

Strategy & Business Development:

Ø Engage with relevant SMS&P/BG/EPG/Premier resources across the region on a regular basis to provide education on the Partner Advantage Service Plan for Microsoft Dynamics, as well as drive identification of opportunities
Ø Work with partner prospects to evangelize the benefits of the MBS Support Program and the Microsoft Business Solutions support organization
Ø Understand the Microsoft Business Solutions support team business model and how it relates to overall company strategy and direction.
Ø Consistently strive to discover and implement better and more efficient business processes to increase satisfaction and loyalty.

Qualification

Ø 3 - 5 years of related experience 
Ø Bachelor’s Degree with Business or Accounting, Supply Chain studies, Information Technology, Computer Science
Ø Professional training on the MBS Product Lines and Business Model. Masters-certified in one or more MBS applications with two or more Microsoft Professional Certifications is a plus
Ø Strong English and either Mandarin or Cantonese communication skills, aware of Microsoft technologies, ability to influence, and excellent follow through skills.  Time management skills, prioritization skills and account management skills