About the job:
Gathers customer/partner insights and leverages these insights to design architectures, provide expertise/guidance, develop, propose and deliver Microsoft solutions to achieve customer/partner business outcomes and drive to completion the resolution/unblocking of their issues, resulting in accelerated consumption. Is a trusted advisor and represents the voice of the customer within Microsoft to ensure alignment with customer feedback and strategy. Leverages knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs. Contributes to increase in consumption of cloud & support and aligns with Customer Success Account Managers (CSAMs) on customer/partner priorities to drive growth in consumption via cost optimization, operational excellence performance efficiency, and in accordance with Microsoft best practices. Contributes to Intellectual Property (IP) creation and updates. Identifies and addresses blockers and gaps, making improvements to products and practices. Develops, maintains, and expands customer relationships. Shares ideas, insights, and input with internal teams while participating in external communities.
Responsibilities:
Customer Centricity Gathers customer/partner insights (e.g., feedback around technical preferences, environments, business needs) and leverages these insights and existing plans to map solutions with customer/partner business outcomes. Acts as the voice of the customer (VOC)/partner by driving awareness of existing feedback, insights, and resources with internal teams to add and prioritize. Shares customer success stories with the wider internal team. Identifies and begins developing impactful relationships with internal teams and customer and partner technical specialists during initial preparation and ramp-up stages. Proposes viable solutions based on specific technical products. Demonstrates complex concepts, and proves the capability of those solutions through design collaboration sessions with the customer/partner. Understands how work aligns with customer success plan and meets customer/partner needs by working with internal teams to deliver customer outcomes. Supports customer skilling by delivering as a trusted technical advisor to ensure customer readiness by facilitating technical discussions and enabling operational health and cloud readiness. Transfers knowledge to customers close customer skill gaps. Contributes to customer satisfaction by providing a positive customer/partner experience. Demonstrates an understanding of customer/partner conditions of success. Identifies dissatisfied customers and builds remedial actions (e.g., post-mortem reviews). Actively listens and respectfully challenges customers/partners when going in the wrong direction and escalates appropriately.
Business Impact Independently identifies issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices. Escalates issues to senior team members or manager, as needed. Applies methodology and governance to minimize business and technical risks and adhere to quality assurance while ensuring excellence in contributions to design and/or delivery of solutions. Adheres to quality assurance standards and calculates risks while ensuring excellence in the design and/or delivery of solutions. Leverages standard tools to ensure accurate opportunity and milestone execution and pipeline hygiene. Independently works with the customer to identify, determine root causes, and resolve blockers to accelerate consumption and solution implementation (e.g., by application of technical capabilities). Identifies non-technical issues and escalates for removal by the appropriate party. Applies business and technical knowledge of architecture or other Microsoft solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Helps to shape and enhance customers' requirements. Leverages knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to assess customer/partner needs and independently identify growth opportunities. Leverages an existing architecture approach or reference architecture to propose a solution or achieve Microsoft's Customer Promise. Identifies opportunities to expand or accelerate consumption (e.g., cloud and support). Participates in discussions around architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer/partner usage and consumption. Independently consults on technical solution design, development, and deployment and supports the customer/partner throughout implementation to achieve value outcomes and Microsoft's Customer Promise. Understands the competitor's architecture solutions and identifies Microsoft's strengths over competitive solutions to demonstrate Microsoft's value to customers/partners.
Technical Leadership: Leverages development opportunities (e.g., mentorships, role-based resources, trainings, internal events such as Ready, Build, Ignite) to learn new technologies and services as advised by leadership team/manager. Shares ideas, insights, and technical input with virtual team members using a working knowledge of specific Microsoft architectures and other relevant products. Participates in external technical community events (e.g., conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings with the internal team. Supports research projects and contributes to scoping surveys for customers/partners to assess potential intellectual property (IP) needs or process changes. Supports identification of opportunities for IP reuse and consumption acceleration. Contributes to IP creation and updates by identifying gaps through delivery and communicating those gaps to others (e.g., Leadership, managed intellectual property [MIP], Design, and Governance).
Other: Embody our culture and values.
Qualifications:
Required/Minimum Qualifications:
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 2+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
Additional Or Preferred Qualifications:
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 5+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience. 2+ years experience working in a customer-facing role (e.g., internal and/or external). 2+ years experience working on technical projects. Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
