Senior Solutions Manager

Senior Solutions Manager

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 analysts. Creators. Designers. Doers. Dreamers. Explorers. Geeks. Hipsters. Leaders. Learners. Renegades. Seekers. Strategists. Visionaries. And we fundamentally believe that we’re better together.  

We’re looking for a Senior Solution Manager to join our Global Customer Advocacy Program to drive impact with one of our leading client teams at Microsoft. This world-class, highly visible Microsoft team supports several other internal teams including sales, marketing, analyst relations, and events.   

In this position, you will play a key role in driving invaluable impact to the business. You must be comfortable with managing deliverables subject to SLAs and KPIs and have proven experience doing so.  You will partner closely with the Designit Account Manager and our Customer Life Cycle practice to see that our teams are meeting and exceeding expectations.  A key component to success in this role is to also understand that not only is our customer satisfaction critical but ensuring consultant satisfaction is what sets us apart. 

What You Will Do:

• Develop/maintain standardized scorecards, KPIs, dashboards and reporting
• Identify need for new tools/processes and analyze current process development opportunities to ensure efficiency
• Help drive client Rhythm of Business – Monthly Business Reviews and Quarterly Business Reviews
• Support accounts growth through delivering efficiency, expanding capacity and enabling new capability
• Provide consistent capacity reporting on teams delivery
• Own Delivery playbook across Microsoft Advocacy account
• Support the management of Designit Consulting Team including monthly 1:1s, performance management, performance reviews, career pathing
• Partner with Designit Account Manager and Designit Recruiting to screen and refine candidate and be actively involved in the onboarding process to ensure team members hit the ground running fast
• Attend regular 1:1’s (i.e. monthly) with clients, in partnership with Account Director, to ensure overall client satisfaction and effectiveness, and formulate action plans if any gaps regarding performance are mentioned
• Create and drive consistent forecasting, team capacity, and resource allocation
• Identify and implement innovative global and scalable operational processes that increase efficiency
• Ensure program delivery requirements and SLAs are adhered to and exceeded
• Coordinate Designit on-boarding, quarterly and ad-hoc trainings
• Coordinate on-boarding process with client, Leads, Learning & Enablement, and Accounts
• Analyze team processes and recommend and drive improvements and for better client satisfaction
• Manage the performance of all Designit team members including quarterly performance review discussions, individual and team development plans, and performance improvement plans in partnership with practice leads
• Responsible for managing coverage and ensure delivery of team’s accountabilities despite individuals’ vacations and travel schedules – partners with internal teams to ensure coverage is met
• Handle all internal processes for the team including expenses, PTO requests, etc.
• Keep a strong pulse on satisfaction and overall team morale, give updates to both Microsoft and Designit and put forward recommendations on actions to consistently improve the team environment
• Assist in the auditing of team processes and tools and provide recommendations and manage implementation rollout for optimizing team efficiency
• Act as a liaison for consultants and provide appropriate partners as issues arise

What You Will Bring:

• 8+ years of experience overseeing consulting service delivery
• 3+ years of experience managing consulting teams
• Knowledge of customer advocacy programs
• Proven experience operating independently scalable operations, strategy, planning and execution in the midst of change
• Proven experience collaborating, influencing and gaining trust across all leadership levels and team members
• Strategic thinking and adaptability to anticipate changes that could affect key deliverables
• Ability to effectively communicate and manage difficult conversations
• Ability to navigate competing/shifting priorities and solving complex problems in fast-paced environment
• Strong business acumen and ability to interface and collaborate with clients at all levels of the organization
• Strong communication skills, both written and oral, and ability to develop and deliver effective presentations
• Strong interpersonal skills, with ability to establish credibility and earn trust
• Strong MS Office skills, including Word, Excel, and PowerPoint
• Microsoft experience required
• BA/BS degree in related field

Who You Are:

• Team Advocate. Demonstrated ability to lead across teams with people at all levels, of all cultures, to meet Client goals.
• Independent. You have strong judgement and demonstrated ability to land impact across any audience.
• Influencer. You take on role of trusted advisor with clients, executive level leaders and direct reports alike.
• Optimist. You see, focus on, and communicate the opportunity, not the hurdles.
• Agent of Change. You have high EQ, use your amazing communication and organizational skills to lead and influence.
• Self-sufficient. You get stuff done, you are a Doer, not just a Director of Doers.
• Communicator: you have the ability to represent your ideas visually, in writing, and verbally.

Compensation Range: $160,000 - $175,000

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.

*This role comes with additional bonus commensurate to the level of the role in the organization.

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 sharing personal information in such cases.

Want to know more Designit?

Check us out online: www.designit.com. Just so you know, we don’t have a dress code, but we do have a strict no jerk policy.

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.