Critsit Manager_ Mandarin (Microsoft Product)

ABOUT SONATA SOFTWARE

Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique PlatformationTM framework. Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency, and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.

Critsit Manager- (Technical Support on Microsoft Products)

FTE- 18 Months

Language Skills: Mandarin/ Chinese (or) Japanese (Anyone)

Responsibility/Activity:

• Positively impact customer satisfaction by:

• Managing Premier Customers and Partners Critical Situation incidents to ensure that the process is being followed and any need of escalation is addressed.

• Delivery of a high-quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations.

• Candidates with Service delivery experience and having experience in managing a vendor/partner team would be preferred• Deliver a high-quality customer and partner experience through timely and effective Resolution of customer's issues in the quickest way possible.

• Expand internal visibility of Premier Customers Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.

• Lead project and working group to improve process and tools.

• Establish / Maintain Relationships

• Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.

• Actively participate on projects initiatives owned by CMET

• Flexible in terms of work schedules and working days. There will be a requirement to work during public holidays and some weekends as well Requirements:

• Minimum 5-8 years of working experience in a customer-oriented job position of which a minimum of 3 years in technical role would be desirable

• Proficiency in spoken and written English is required plus additional language for which the position is being filled. Candidates with Service delivery experience and having experience in managing a vendor/partner team would be preferred

• Bachelor's Degree with major in Computer Science or Information Technology is desired.

• Candidate should have broad knowledge of Microsoft products, programs, and policies.

• Passion and interest in enhancing the customer experiences and experience in direct customer interaction.

• Candidate must be customer oriented and have strong negotiation and problem-solving skills.

• Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.

• Exceptional organizational skills to manage effective escalation within different Microsoft departments.

• Candidate must have the ability to effectively influence and lead actions across the group and organization (cross-group collaboration skills).

• Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.

Why join Sonata Software

At Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world's toughest problems. You´ll be challenged, but you will not be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.