- Work site: Up to 50% work from home
- Travel: 0-25%
- Profession: Customer Success
- Discipline: Cloud Solution Architecture
- Employment type: Full-Time
Overview
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees, we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. As a Cloud Solution Architect, you will enable customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your Microsoft 365 Enterprise Services technical subject matter expertise, you will lead technical conversations with customers to drive value from their MS investments, including identifying resolutions to issues blocking customer success projects. You will be at the forefront of driving adoption for M365, M365 Copilot, Teams, Teams Premium, Intune, and all other Modern work cloud solutions.
Required/Minimum Qualifications (RQs/MQs):
- Bachelor's degree in computer science, Information Technology, Engineering, Business, or related field AND 4+ 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 (PQs):
- 4+ years experience working in a customer-facing role OR 4+ years experience working on technical projects.
- Deep knowledge of solution architecture, design, implementation, and/or support of Cloud/collaboration/unified environments.
- Certification in one or more of the following technologies preferred: Microsoft Azure fundamentals, M365 fundamentals, Cloud Security, Teams Administration, SharePoint Certifications, Adoption Change Management certification (i.e., Prosci).
- Business Analysis: Identify business needs and determine solutions to business problems, process improvement, organizational change, or strategic planning and policy development.
- Relationship Building: Proven track record of building deep technical relationships with senior IT executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solution/projects.
- Technical Solution Development: Developing technical solutions and ability to design, customize, or reapply technical solutions based on customer/partner needs or demands.
- Foundational-level knowledge of cloud services.
- Fluency in SaaS solutions; particularly all Microsoft 365 offerings.
- Domain experience Microsoft 365 and Microsoft Azure solutions, and understanding of how Microsoft Security, compliance, and identity solutions that can span across these solution areas to provide a holistic and end-to-end solution.
- Competitive Landscape knowledge of cloud platforms.
- Understanding of M365 partner ecosystems and the ability to leverage partner solutions to solve customer needs.
- Breadth of technical experience and knowledge, with depth / SME in two or more of the following M365 solutions: Exchange Online, SharePoint Online, M365 Copilot, Teams, Phone & Rooms, Viva Platform, Windows & Cloud Endpoint IDM, Information Protection & Compliance, Governance & Risk Management.
- Collaboration and Communication: Acknowledged for driving decisions collaboratively, resolving conflicts, and ensuring follow-through with exceptional verbal and written communication skills.
- Presentation skills with a high degree of comfort with both large and small audiences.
Responsibilities
- Customer Centricity
- Customer Satisfaction: Drive positive Customer Satisfaction and become a trusted advisor to customers and partners, by leveraging M365 Enterprise Services (Exchange online, SharePoint Online, Teams, Teams Phone, M365 Apps, Azure AD, Endpoint Mgmt Security & Compliance) expertise to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes.
- Customer/Partner Insights: Provide feedback & insights from customers/partners back to the relevant MS teams including Product Groups, to enable continuous improvement.
- Business Impact
- Usage (Cloud & Support) Growth: Develop opportunities to drive Customer Success business results by working with business and technical decision-makers to ensure they understand Microsoft's M365 value proposition and get value from their investment in the Microsoft technology.
- Resolution of Customer Blockers: Identify resolutions to issues blocking go-live of customer success projects by leveraging deep knowledge of M365 services & technical subject matter expertise. Lead the technical conversations with customers to drive value from their MS investments. Deliver all work according to MS best practices & policies and using repeatable IP.
- Technical Leadership
- Learn It All: Demonstrate Self Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.
- Accelerate Customer Outcomes: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-sure and learn from others to help accelerate your customers' transformation journey.
Benefits
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
- Industry-leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Opportunities to network and connect
Microsoft is an equal opportunity employer. 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.
