Account Services Manager

The Account Service Manager will be the Microsoft account level lead for service delivery / fulfillment strategy and best practices across a strategic client account. Services are inclusive of any on-going commitments funded by clients that are transactional in nature and directly support or achieve the goals of the client’s line of business. Examples include (but are not limited to) Customer Service, End-User Technical Support, business transaction processing, formal requests for assets / information, etc. The ideal candidate will be responsible for acting as the subject matter expert on these topics, distributing that knowledge across multiple project delivery teams and ensuring those teams are implementing policies and processes that are consistent with client expectations and an excellent end-user support experience. Additionally, the Account Service Manager will play a complimentary role in client-side discussions around these same topics.

Responsibilities

• Achieve and maintain a broad understanding of relevant Microsoft account service lanes and client expectations for outcomes as they are applicable to Valorem Reply project deliveries.
• Work directly with project delivery teams to ensure they fully understand their specific obligations for the on-going delivery of client funded services to include best practices, reporting standards, and efficacy measurements.
• Ensure project delivery teams understand and comply with any applicable Master Supplier Agreement and contractual obligations regarding service fulfillment performance SLAs and sensitive data handling expectations.
• Establish an internal governance framework that can be used to monitor project delivery team service fulfillment process and effectiveness, identify gaps / problem areas, and pinpoint necessary actions to address those issues.
• Perform periodic internal service fulfillment process audits and reviews in cooperation with project delivery teams designed to provide improvement recommendations.
• Develop and maintain a baseline template to be used by project delivery teams for business reporting to the client on service fulfillment topics.
• Act as a consulting voice to project delivery teams when incidents and issues occur that introduce potential or actual business risk to the client
• Support project delivery teams in conversations with the client as necessary regarding service fulfillment topics.
• Respond as needed to the results of activities carried out by Engagement Advisors assigned to the Microsoft account in accordance with the guidance and strategy of Valorem Reply’s Delivery Enablement team.
• Participate in intervention and health restoration efforts within the Microsoft account when required and in collaboration with project teams, organizational leadership, and business account owners.

Basic Qualifications

• At least 12 years of total combined higher education and related work experience, including:
• 8 years of service fulfillment related work experience in any capacity.
• At least 4 years total combined higher education or related work experience.

Preferred Qualifications

• 4 years previous experience working in a role directly related to service delivery program management.
• 2 years previous experience working as a Microsoft full-time employee or ISV in a service delivery program leadership capacity.
• Familiarity with industry leading support helpdesk solutions such as (but not limited to) Dynamics 365 for Customer Service, Zendesk, etc.
• Familiarity with Azure DevOps as a work management system
• Previous work experience in a consulting environment is a plus

These are the traits that we hold in the same regard for all employees, also viewed as performance indicators. Each employee should uphold these attributes as a part of their employment with Valorem Reply.
Communication and Interpersonal Skills

• Exhibit confidence and not be afraid to ask questions to bring clarity, share ideas and challenge the norm (think outside the box).
• Actively listen to ensure you are seeking to understand before you are understood.
• Exhibit exemplary client service skills, to all people, regardless of level inside or outside of the company.
• Written and verbal communication skills should be professional, concise and effective.
• Collaboration and Teamwork
• Create an environment of engagement and participation, work cooperatively and respectively with co-workers across teams in partnership with internal and external clients.
• Build relationships and alliances to solve problems and achieve objectives by sharing knowledge and information.
• Openly and actively participates in the direction of our Company.
• Strong collaboration skills, works well with ambiguity, works well across roles and groups.
• Exercise confidentiality concerning the affairs of the business.
• Personal Ownership and Responsibility
• “Own” your work – take initiative, be proactive, anticipate and complete projects in a comprehensive manner while still remembering the details.
• Don’t just be the student, be the teacher. Exhibit a willingness to learn, willingness to problem solve and willingness to step in to help others.
• Creativity, capacity and a conviction to innovate and deliver best-in-class solutions.
• Client Focus
• Always put the clients’ needs first, thinking proactively from their vantage point, not your own.
• Innovation, curiosity and flexibility are expected in providing business solutions to both internal and external clients.
• Follow through with all client expectations and accountabilities.
• Time Management and Productivity
• Follow through within the specified timeframe for all of your areas of responsibility.

Job Type: Full-time