Relationship Management Lead - Remote

Want to be part of an amazing team, hell-bent on crafting a better future? We’re always looking for creative people who care!  

We are consultants. Strategists. Creators. Doers. Achievers. Explorers. Geeks. Hipsters. Leaders. Learners. Renegades. Seekers. Visionaries. And we fundamentally believe that we’re better together. 

 We’re looking for a Relationship Management Specialist Leader to join our global customer advocacy team to drive impact with one of our leading client teams, the Microsoft Cloud Marketing organization. This world-class, highly visible Microsoft team supports several other internal teams including sales, marketing, analyst relations, and events. 

Broadly, the Global Customer Advocacy Program team (GCAP) is on a mission to connect a community of Microsoft customers and industry decision-makers to tackle today’s most common digital transformation challenges. Functionally, the Recruitment Team within GCAP specifically works with Microsoft account owners and solutions managers to identify, vet and recruit satisfied customers into the advocacy program so that sellers and marketers can leverage their voices to support sales objectives across Microsoft’s leading solutions (Azure, Microsoft Dynamics 365, Surface, Microsoft 365, Power Platform among others). The Relationship Management team of fulfillment specialists are part matchmaker, part librarian specifically working with Microsoft sellers and solutions owners to identify which customer advocates and advocacy content assets will provide the most valuable referrals and context for prospective customers. Since the GCAP team operates across time zones to support sales and marketing needs globally, each regional team has a shift leader who acts as the key point-of-contact and voice-of-authority for their team’s deliverables.

The ideal candidate will not only have B2B Advocacy experience which helps them understand the pressures and expectations of the Microsoft sellers and customer account owners, but will also understand the program from the standpoint of potential customer advocates and the program’s target audience, IT and Business Decision Makers. This confident people leader and proactive problem solver will ensure processes are followed and KPIs are met by their team and collaborate with the overall team leaders to maintain top talent, ensure sufficient training, and troubleshoot ongoing problems. This individual will represent DesignIt by providing world-class service and displaying our core principles in all their communications.

Would you like to… 

• Lead a team of Advocacy specialists
• Support GCAP Team Leaders and the Escalation Lead by providing a middle-layer of management of the team members
• Act as the primary point of contact between the team members, ensuring timely and effective communications are maintained and executed throughout shifts
• Ensure each specialist provides high-quality and consistent experiences for Microsoft sales and customers
• Collaborate with the GCAP Team Leads in relation to planning and scheduling team members capacity to support proactive projects
• Provide feedback to specialists to help improve their performance and the overall program
• Monitor SLA/KPI adherence of the individual Specialists
• Responsible for case routing and distribution/assignment to team members, based on each individual’s workload and capacity
• Act as primary point-of-contact for Relationship Management clients
• Support Delivery Leadership with capacity forecasting activities
• Own the communications between the team members and the Leadership team, provide necessary and timely updates on escalations
• Carry out regular checks to ensure processes are being followed and verify the quality of the work
• Manage high priority cases personally, with full understanding of the end-to-end process and tools

We would like you to have...

• 5+ years as a client partner at a marketing/consulting agency with marketing experience in the B2B space preferably in the customer advocacy field  
• 2+ years’ of experience managing cross-functional teams comprised of various agencies all united to achieve the same goal
• Bachelor’s Degree or equivalent of 5+ years’ marketing experience 
• Expert client and executive-level presentation skills; Exceptional written and oral communication skills
• Respect and adherence to protocols around sensitive and confidential information
• Data-interpretation skills to inform strategy and provide actionable insights
• Interest in technology and B2B buying journey
• Collaborative, generous, proactive, organized, curious, and self-sufficient attitude
• Comfort working remotely and managing a remote team
• Proficiency in Microsoft Outlook, PowerPoint, Excel and Teams
• Microsoft experience a plus

Would you like to join a global organization that... 

• Embraces work-life balance – our employees’ well-being remains a top priority for us 
• Promotes a culture of learning and advocacy across the globe - diversity will enable us to strengthen our impact 
• Encourages innovation and experimentation 
• Understands that changes will occur and adaptability is crucial to assist when it does 
• Emphasizes and rewards collaboration 
• Works remotely. We continue to safeguard the health of our employees so our interviewing and on-boarding process will remain virtual until further notice 

Compensation Range: $90,000 - $95,000/year 

This compensation range is indicative of the role. Compensation offered is on the basis of evaluation during interview process, the candidates range and depth of experience, business and market financials and internal pay parity.

Want to know more?

Check out our open jobs around the world. Just so you know, we don’t have a dress code, but we do have a strict no jerk policy. 

https://www.designit.com/ 

Please note that all official communications regarding this job opportunity will be sent from email addresses ending with @designit.com. Be cautious of any correspondence originating from other email domains and refrain from engaging in such cases. Do not share your personal information with sources you do not trust.

Designit is committed to ensuring that all candidates have an equal opportunity to be considered for employment. Please let us know if you need any reasonable accommodation to participate in the job application or interview process. 

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