Eastwood | Quality Coach - Online Advertising

• Create an entrepreneurial sales excellence culture
• Develop and Coach Sales team to ensure optimum success in reaching and exceeding sales targets.
• Use key selling periods and launches to continually drive excitement, morale and results on sales of Microsoft products and Services.
• Be accountable for providing Sales results, revenue forecasts and actionable customers insights per product & service category
• Participate in communication of LOB, Microsoft Software, Hardware & Service FY strategy to contact centre staff
• Participate in the Gamification process as an integral part of Frontline advocate performance management
• Be accountable for driving Microsoft Achieve More and specific programs which adhere to the LOB strategy
• Partner with the Microsoft Culture team to act as a Point of Contact, deploy activities, communicate and provide feedback.
• Create and manage innovate Sales strategies, experiments and services which LOB could to bring to market
• Partner with Trainers, Operational Management & Microsoft to identify opportunities of continual development
• Provide meaningful insights through Monitoring feedback, Voice of the Seller, Voice of the Customer to continually assess & shape our approach, and develop our training material
• Mentor sellers through Performance Improvement & Development plans and identify cross-team & individual performance opportunities
• Become the trusted development specialist in a fast-paced, collaborative, and dynamic teaming environment & effectively help Microsoft manage opportunities and pipeline through the sales cycle
• Obsess over Microsoft’s customers and prospects to deliver a world-class sales experience
• Understand industry and market trends around driving successful inbound sales environments
• For Business to Business Only:
• Responsible for the ongoing development of our Sales team to help them deliver a world class sales experience
• Facilitate ongoing development of individual sellers to enable swift progression through performance levels, act as trusted mentor to help outliers develop & maintain high Sales and Service performance targets
• Day-to-day delivery of daily transactional monitoring (remote, side-by-side, cross-channel) to develop our sellers, identify areas of improvement and track progression through performance levels
• Produce & deliver ad-hoc Coaching sessions to address performance gaps and develop seller, coach & management skills
• Deliver regular 1:1 & Team Calibration sessions, participate in monthly Microsoft Calibrations to bring clarity to focus areas and associated actions

• Consultative. Great listeners and problem solvers for each unique customer challenge.
• Influential: Motivated to encourage positive customer behavior change and impact.
• Empowered. Driven to explore and deliver creative and high-impact solution to enhance the customer's experience without constraints or limitations.
• Inspired. Feels connected to the Microsoft mission and is passionate about helping customers get the most value from our products and services.
• Resilient. Bounces back from, grows and thrives during challenges, change and adversity.
• Collaborative. Shares idea and thoughts with their peers and partners to accomplish common goals.
• Excellent language skills (native/near native) both written and verbal in the language they support. C1 for the supported market and English from Common European Framework (CEFL). Advanced Mid\High from ACTFL (American Council on the Teaching of Foreign Languages) and 2+ from ILR (Interagency Language Roundtable). in addition good basic English skills desired
• Strong active listening skills
• Curious to learn more and able to apply the learnings to the next interaction
• Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer’s expectations, including ability to identify and diffuse varying customer emotions and adapting language accordingly
• Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer
• Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike)
• Efficiently respond to a dynamic online environment; Exemplifies curiosity for campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively help the customer
• Passion for Microsoft Product and Services
• Help customers discover, buy, use, and love Microsoft products that meet and exceeds their needs; The advocate enjoys interactions with customers and is passionate about owning the support interaction through to the end, happy to close a sale
• Ability to make the interaction easy for the customer (low customer effort) and aim to create a Microsoft fan.
• Confidence and competence to stay on task in a demanding fast-paced environment
• Ability to efficiently navigate multiple open windows and monitors with a min of 55 WPM in typing skills
• PC Skills, proficient in using Microsoft Office suite and ability to easily adapt to various Customer Management or Communication tools
• Superior written and verbal communication skills and presentation skills.
• Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
• Self-motivated
• Performance-oriented
• Ability to build rapport and work effectively with all levels of management and clients.
• Analytical skill
• Must be able to handle multiple projects simultaneously & be receptive to change
• Strong knowledge of the applicable client account is required
• Strong Customer Service/Retention/Sales/ Technical Support skills.
• Proven Past Performance Associated With Current Quality guidelines
• Flexible to work any shifts within department hours of operation.

• 2 or 4 year degree in related field from an accredited four-year college or university with some related work experience, preferred
• Documented evidence of advanced training in coaching or leadership
• At least 1 year proven track record in leading a team of Sales advocates and familiar with coaching people on sales objections and drive positive outcomes in a sales, retail or marketing environment
• Minimum 1 year customer support or service experience for B2B roles required, 6 months customer support or service experience for B2C roles required.
• Must have C1 level English capability in addition to at least one other language spoken by advocates if relevant
• Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike).
• Efficiently respond to a dynamic retail store environment
• Exemplifies curiosity for new products campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively sell the most appropriate product/service to the customer.
• Ability to communicate eloquently with Microsoft at various levels and act as a support function to site management such as coaches, team leads
• Proven ability to work with a diverse group of frontline advocates who will support our customers in an authentic, positive manner, excited about Microsoft products and services
• Strong ability to coach and role model for the wider team
• Experience to setting up the right rewards needed to drive results and efficiencies acknowledging different requirements with regards to rewards
• Familiarity with broad business or consumer customer (depending on the team requirements), industry challenges, and ability to uncover specific client pain-points & develop relevant solutions
• Ability to drive performance up by coaching specific sales techniques that support advocates to be their best authentic self so that they can deliver a great consultative selling experience for our customers
• Strong numerical skills to calculate the right incentive program and work with the Data insight needed to direct the team
• Experience with Gamification and how best to create content that drives forward a sales excellence culture and improve performance metrics
• Proven experience coaching in creating highly successful sales teams
• Positive mindset, ready to drive experiments and innovation to ensure that the sales strategy can quickly be adopted to changing trends
• Strong understanding of how to create a successful selling team using the diverse strengths of the members of the team in conjunction with a strong sales plan
• Engaging and collaborative coaching style with proven experience in people development/mentoring
• Highly skilled in conducting needs analysis and devising custom learning solutions
• Committed to self-development, thriving on a challenge and presenting a positive and professional attitude at all times
• Ability to work with minimal guidance and quickly adapt to change
• For SMB Only:
• Experience coaching in a B2B environment
• Familiar with advising advocates to different selling techniques depending on the persona of the customer
• Partner with Trainers, Operational Management & Microsoft to identify opportunities of continual development
• Provide meaningful insights through Monitoring feedback, Voice of the Seller, Voice of the Customer to continually assess & shape our approach, and develop our training material
• Become the trusted development specialist in a fast-paced, collaborative, and dynamic teaming environment & effectively help Microsoft manage opportunities and pipeline through the sales cycle
• Solid knowledge of MS O365, Dynamics, broad Cloud solutions and our primary competitors
• CIPD/NLP/MCT Qualification highly beneficial

Majorel