Sales Advisor – Partner Technical Advisor

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Day to day operational responsibility for a multimillion-dollar revenue generating program across Asia, the sales advisor role works closely with our Presales & Retention Delivery Partners closely ensuring we maximize performance and drive a strong sales pipeline primarily by selling direct to customer. Microsoft technologies offer a range of business solutions that helps our customers achieve more across several industries & organizations of varying sizes. In the role you will build relationships with the Delivery Partner to become recognized as a trusted advisor & mentor to the sales advocates, trainers and coaches. In addition, identifying gaps in processes / procedure, handling complex escalations and volumes as well as proactively removing sales blockers via readiness recommendations are core responsibilities that help deliver results unhindered & operations run smoothly. Along with a close working relationship with our Delivery Partners, the Sales Advisor collaborates with internal stakeholders & the global Sales Advisor community to share learnings & insights as well as influence the development of readiness plus drive recommendation to enhance product & marketing needs.

Responsibilities

• Managing day to day (relationship) results with Outsourced Delivery Partners – ensuring Microsoft sales and retention targets are met / exceeded
• Drive Delivery Partner performance via operational levers e.g. training & quality, as well as owning & tracking any get to green plans
• Driving results through collaboration and innovation with both Delivery Partner and internal stakeholders
• Identify and remove sales blockers, across all aspects e.g. process, procedure blockers
• Manage complex customer escalations to resolution, taking live volumes and using insights learned to help prevent future escalations
• Proactive in identification & prevention of issues through Delivery Partner feedback, process review, performance analysis & readiness
• Monitor customer and partner satisfaction – making recommendations and adjustments required to exceed targets
• Continue to keep pace of Microsoft solution developments & how they apply to and positively impact customer across varying industries using this knowledge to:
• Provide insights from customer to internal stakeholders also offering feedback relevant to marketing that will help better enhance sales
• Help develop knowledge and understanding of Microsoft solutions amongst our delivery Partners
• Review and provide gap analysis to both Delivery Partner and internal stakeholders on overall sales lifecycle experience
• Smooth implementation of tools, trainings and processes – ensuring operational risks are identified and mitigated
• Engage with Delivery Partner and internal sales teams on mission critical operational escalations
• Provide subject matter expertise on tools, readiness and processes to internal stakeholders
  
  

Qualifications

• Hands on experience with sales/pre-sales or customer retention, minimum 3 years
• Deep operational experience working with Delivery Partner’s day to day
• Proven experience in resolving customer and Delivery Partner issues
• Ability to collaborate and build relationships with internal stakeholders and vendors/Delivery Partners
• Understanding of Microsoft solutions & how businesses apply them
• Experience of working across different industry segments
• Ability to identify opportunities for improvement in performance and processes
• Analytical skills and Drive Results through Influencing, including leveraging Copilot agents
• Has exceptional verbal and written communication skills
• Self-motivated, independent thinker who can deal with ambiguity
• Previous experience with services delivery desired
• Business level English required.
• This position requires submitting a resume in English. The interview will also be conducted in English.
  
  

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.