Sr Technical Advisor

Microsoft Ver Empresa

Não especificado

CSS live inbound sales is a globally expanding service with phone sales, chat and web presence for cloud, hybrid and on premise solutions. For FY17, EMEA will continue to expand in to new markets & grow 20% opportunity pipeline over $200M. Along with this expansion there is continued focus on the customer lifecycle and the support of consumption & retention.

The Technical Advisor will own analysis, insight & recommendations to drive a step change in results across the customer lifecycle focusing on Inbound Sales, consumption & retention.

This role is in the EMEA Commercial Teleservices SMB team, part of Microsoft’s Customer Services and Support organization. Through EMEA outsourced contact centers our team delivers sales as well as Microsoft’s Commercial customers and Partners – for non-technical pre-sales, cloud services, on premise, post sales and loyalty programs.

Role purpose:

Provide analytics across EMEA markets, develop recommendations & leverage best practices that will lead too significant performance improvement through:

  • Provide insights across the sales cycle:
    • Effectiveness/impact of site traffic site & marketing activity on customer lifecycle
    • Operation effectiveness of call center to meet KPIs & offer recommendations on processes improvements
    • Partner performance across sales customer lifecycle stages
  • Develop recommendations:
    • That will enable critical decision-making around performance & growth of the live inbound sales & improvements retention and consumption
    • To strengthen the CSS connection with field: help better understand the customer needs, issues and feedback to M&O team to improve our customer experience and journey
  • Optimize/drive change:
    • Drive process, policy and tool changes to eliminate sales, consumption and churn blockers
    • Optimize key sales processes, ensure all business processes run efficiently and meet milestones/goals
    • Deliver clear direction on how Partner opportunity & win performance can be improved

Key responsibilities


  • Extracting and making sense of a broad range of data and translating it for key stakeholders
  • Seek out & proactively exposing areas that require course correction at an area/market level across all inbound medium chat, phone & web
  • Developing business insight and identifying opportunities for improvement
  • Linking measures & results and patterns across markets to deliver understanding of actions that can be taken to drive growth at an area/subsidiary level
  • Ensuring revenue forecasting and reporting accuracy
  • Develop revenue, retention & consumption forecasts at EMEA & market level
  • Seek out ways to automate reporting
  • Apply modeling techniques to build a predictive view of the business
  • Come up with recommendation for new consumption & retention (churn) inbound and outbound activities
  • Connect with global stakeholders to influence strategy to ensure EMEA customer lifecycle needs are met

Provide regular performance analysis and insights across the customer lifecycle (Inbound sales, consumption & retention):

  • Developing business insight and identifying opportunities for improvement
  • Tracking & expose opportunity pipeline across multiple channels (phone, chat & web) to deliver insights around velocity & quality
  • Track metrics including measures against pipeline, conversion, seats
  • Programmatically identifying root causes for underperformance
  • Deliver actionable insights to support any get to green plans

Provide Partner performance insight regular pipeline update:

  • Depth analytics of end to end partner performance across markets
  • Deep dive into partner feedback regarding opportunity quality and provide improvement recommendations
  • Work with quality & implementation TA on Customer feedback regarding partner performance & connect with the field PSE community

Customer and partner satisfaction insight:

  • Managing Customer and Partner satisfaction analysis to highlighting potential areas for improvement
  • Identify trends & drivers that are the cause customer dissatisfaction with Cloud solutions leading to churn, low on no usage


  • Proven working experience in a role supporting sales organization, inside sales or other sales experience, working experience in SMB business is advantage
  • Ability to use analytics to drive improvement in sales processes & increase key metrics e.g. revenue
  • Experience with working with contact centers/3rd party suppliers
  • Business modelling, analytics & associated tools
  • Strong communication and presentation skills, able to tell a story with data and metrics
  • Ability to learn quickly, be adaptable and deal with ambiguity
  • BS/BA degree in Business or Marketing desirable

Key Success Criteria

  • Creation of easy to understand useable data points, reports & analytical outputs for stakeholders
  • Demonstrate use of analytics to improve on KPIs:
    • conversion rate
    • revenue (20% forecast)
    • win rate
    • seats
    • Save/stick rate
    • Consumption
  • Analytics that allows for positive course correction where KPIs are not being met
  • Delivery of deep business insights at area and subsidiary level
  • Accurate forecasting and predictable trend analysis

Personal Attributes / Interpersonal Skills

  • Drive for Results
  • Adaptability
  • Collaboration
  • Analytical Problem Solving
  • Customer Focus
  • Interpersonal Awareness

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

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