Before Parex, what is your experience with helping businesses resolve issues across the full suite of Microsoft products and services?
I started out as an engineering contractor in 2020 and then transitioned into a managerial role for a Microsoft Premier Support team. I fulfilled that role for about three years and then moved into a director role. Then I switched focus into a partner management role!
How does your role as a Partner Manager impact client success?
Although my position is not customer-facing, it still plays a critical role in ensuring that tickets are moved to the appropriate location. This helps make sure that tickets that come through Parex have shorter resolution times.
I also address CSAT issues with our partners and partner resources, helping make sure that our services maintain excellence and client ticket queues clear.
What are your preferred strategies to support the timely and efficient resolution of client issues, especially with complex Microsoft products like Azure and Office 365?
I like to cast a wide net when it comes to communication. That means comprehensive amounts of communication so we can utilize our partner network appropriately and leverage every bench available. It’s a no-stones-unturned approach: even if it seems irrelevant, I might ask anyway because you never know if there will be a surprise solution.
What is your best piece of advice to give to a client seeking proactive Microsoft consulting services?
In the client’s shoes, I would recommend making sure you find a partner who has your best interest in mind. Someone who is willing to take the time to develop the relationship based on trust and technical depth—that’s what we’ve built at Parex.