FastTrack Manager (Client Relationship Manager)
18 months contract on W2
Locations: Currently remote but at some point these roles will be onsite in either Charlotte, NC; Irving, TX or Atlanta, GA
Role Description
As a FastTrack Manager (FM), your focus is to help move customers to the Microsoft Cloud. This is done by identifying their business needs, help them meet those needs with the Microsoft products they purchased, and helping to successfully deploy these products in their organization. You will represent Microsoft in communications via phone, email, web, and occasional onsite engagement to assist customers and partners in deploying Microsoft 365 - which includes Microsoft Windows 10, Office 365, and the Enterprise Mobility and Security (EM+S) suite. You will have the opportunity to foster positive customer relationships while effectively managing challenging situations and driving customer success. ?
Your key business metrics will be to:
- Obtain high customer and partner onboarding satisfaction
- Help customers realize value by driving intent to use their cloud investment
- Drive customer success and adoption of all purchased workloads
- Reduce customer and Microsoft time/cost to onboard
- Provide high quality data back to the product teams to help drive service improvement
- Reduce reactive support incidents
Key Responsibilities include: ?
- Work closely with the account management team to help drive overall success and intent.
- Help drive change management and adoption activities with key customer Technical and Business Decision Makers (TDMs/BDMs), help reduce implementation risk, and help drive usage of existing workloads.
- Facilitate timely and impactful engagement of FastTrack Engineers to provide technical guidance and share technical expertise with customers and partners.
- Build and maintain strong relationships with multiple contacts within the assigned customers including executive roles.
- Maintain strong working relationships with other customer facing account personnel in the Sales, Services, Marketing and Product Management teams.
- Analyze, develop and communicate key Onboarding process and technology improvement feedback for the FastTrack Center end to end process (Onboarding, Migration and Adoption).
Qualifications Include:
- Customer and Partner Focus: Demonstrated skills and abilities to consistently create an amazingly positive experience for our customers and Partners.
- Cloud adoption competency: Possess the knowledge and personal conviction to articulate why the cloud and Microsoft 365 and/or EM+S in particular is a transformational industry change.
- Collaboration: exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities.
- Communication Skills - Spoken and written English (including technical writing). Build trust, drive recommendations, and land priorities across customers, partners, senior executives (Microsoft-internal and customer Technical and Business Decision Makers), and across organizational boundaries. Ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations.
- Experience driving cloud-based transformation in enterprises through effective change management and adoption preferred.
- Strong organizational/time management skills and the ability to manage multiple projects simultaneously
- Strong technical leadership, relationship building to create, reinforce, motivate and guide the team, customers, and partners
- Proven ability to work across a "virtual team" that has remote team members and crosses organization boundaries.
- Able to regularly work in the office (Charlotte, NC or Las Colinas, TX) to foster a team culture that is highly collaborative and focused on making every customer experience perfect.
Education: Bachelor's degree in Computer Science, Engineering, Math, or equivalent's experience.
Experience: 5+ years of Technical Consulting, I.T. Administration, Support, or Microsoft Field experience.