(15 years 4 months) This is responsibility as below. Provided best practices and guidance, direct remote assistance, support, and engagement from Microsoft enable onboarding to Office 365 quickly and efficiently. - Provided support for SMB customers, with the goal of solving the issue in the first call. - Build relationships to create, reinforce, motivate, and guide customers and partners. - Collaborated on complex multi-faceted programs across multiple groups with varying priorities and goals. - Identified and made first contact with relevant engagement stakeholders to introduce the FastTrack service benefit. - Accrued capture of customer intent and relevant engagement data to build a comprehensive picture of the customers' current state, product and service entitlements. - Application of FastTrack business logic to match customer engagement requirements to appropriate delivery resources. - Led an effective customer engagement FastTrack delivery team. - Maintained high level of data quality and hygiene to enable rapid and reliable reporting to all stakeholders.