Relationship Manager

Role & responsibilities

• Experience in Partner Programs
• Customer recovery and problem resolution, with a focus on customer

listening, empathy, and meaningful resolution that inspires customer

loyalty. Drive positive results for customer & partner experience and

customer retention
• Drive customer recovery across all products, services, and customer

support scenarios such as Azure, Windows, Office 365, Active

Directory, Networking etc., Specialization may occur based on expertise

and business need.
• Advocate for the best resolution possible for the customer while

balancing policy and interests through exception management.
• Mentoring and consultation with team members
• Documentation of customer issues for further analysis by the

business.
• Identifying reoccurring or emerging issues and escalating to the

appropriate channels.
• Work closely with Supportability Program Managers, Technical

Advisors, Escalation Engineers, and cross organizations to ensure that

key support escalations are addressed.
• Contribute towards the identification, documentation and elimination

of root cause.
• Identify opportunities to provide a better customer experience
• Triage and case assignment as needed
• Create documentation as necessary (for issues, product defect and

how to articles, or general purposes such as process and

documentation for the future, etc.)
• Engage escalation path for consultations and exception approvals per

process
• Share knowledge and leverage the ideas of others to help the team

grow and develop