Customer Experience
1 week ago
Overview
Microsoft is a company where passionate innovators come to collaborate, envision what can be and take their careers to levels they cannot achieve anywhere else. This is a world of more possibilities, more innovation, more openness, and the sky is the limit thinking a cloud-enabled world.
Client and Partner Experience Manager(CPE Manager) is the primary customer contact for HLS Microsoft+Nuance products and services and is responsible for creating a "wow" customer experience. Each CPE Manager is responsible for multiple small to mid Healthcare customer accounts. The CPE Manager will be responsible for day-to-day customer success activities spanning from the initial stages of implementation to continued engagement and retention. The CPE Manager will have an in-depth understanding of each customer's overall business requirements and act as a consultant to determine how the various HLS solutions and features can meet customer needs. CPE Manager maximize the client’s return on investment in HLS products and services, drive usage, increase reference-ability and broaden upsell/cross-sell opportunities. The CPE Manager will also partner with other internal teams on initiatives that address customer needs.
Responsibilities
We are looking for passionate CPE Managers with excellent communication skills who can foster sustaining business growth and increase profitability by maximizing value. The candidate should be able to contribute to building long term customer relationship and develop a positive customer experience.
Responsibilities include:
Manage small to mid sized customers (annual customer revenue between $3-5 million) Manage end user and manager relationship at the customer site. Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them. Be accountable to drive efficient usage of HLS products and services within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan. Build, maintain and leverage relationships within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Microsoft+Nuance’s behalf. Demonstrate advanced insights and understanding of customer’s business/industry and challenge appropriately the way a customer views both their business and processes. Build/maintain rapid channel of communication to customer in case of service-related issues and events. Orchestrate and gain strong buy-in with multiple external and internal teams and be highly connected to Microsoft+Nuance’s SMEs throughout the customer’s lifecycle. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect-
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