Bruce Qian

Experience

• 

  Microsoft

  Jan 2000 - Jan 2005

  Support Engineer
• 

  Microsoft

  Jul 2007 - Oct 2012

  Lead a team of 100+ engineers to provide Cloud (BPOS/Office 365 and Live@edu) technical support to customers in APAC and Greater China region:- Setup frontline and escalation support team in Shanghai to provide technical support to Microsoft customers.- Work with regional Sales team to handle tough customer escalations.- Drive CSS key initiative – ExMO (Enterprise Experience for Microsoft Online)- Drive the relationship with the key customers in the subsidiaries.- Achieve WW #1 CSAT Score- Drive innovation in Cloud area to improve customer experiences Show less Report to APGC Commercial Technical Support General Manager. Manage the operation of a 500+ technical support center across Greater China and APAC. The key responsibilities are:- Define, maintain the KPIs of the organization.- Set annual performance target including KPIs and cascade down to level 2/1 departments.- Support and maintain the organization’s scorecard and BI system.- Drive monthly/quarterly/semi-annual/annual performance review.- Performance quarterly/semi-annual/annual HC & budget forecast.- Drive the engineer trainings and readiness. (English, Technical, professional Skill)- Drive China Site activities including: Job rotation programs. China site annual event.- Draft Email/PPT/Talk points for the lead in internal/external events.- Manage the University relationship program in APGC CSS. http://www.microsoft.com/china/CSS/university/unco.mspx - Manage the customer training workshop in the organization.- Project manager of 微软安心服务http://support.microsoft.com/gp/anxin/zh-cn Show less

  • Escalation Manager

    Jan 2011 - Oct 2012

  • Business Operation Manager

    Jul 2007 - Jan 2011
• 

  Apple

  Oct 2012 - Jul 2015

  Area Manager - Sales & Service, Online Store China at Apple Inc.

  Manager for Apple's Shanghai based contact centres. Managing Telesales and Customer Service in the APAC region.

• 

  Alibaba Cloud

  Apr 2016 - Dec 2016

  Senior Business Development Manager

  Help oversea partners grow their business on Alibaba Cloud Platform

• 

  Microsoft

  Jul 2017 - Sept 2019

  Recruit, build Azure Channel partners in Great China region and help them go to Market

  • Director of Azure Channel Development

    Dec 2016 - Sept 2019

  • General Manager of GCR ISV

    Jul 2017 - Aug 2019
• 

  Bose Corporation

  Sept 2019 - Oct 2020

  Business Lead, Connected Audio Business

  Responsible for Cloud, IoT and Developer eco-system strategy in China

• 

  21Vianet Group,Inc.

  Dec 2020 - now

  General Manager

  Strategy, Eco-system & Partnership, M&A