Job Description

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

This role sits withing Global Delivery organization of Microsoft Customer success. The mission of Global delivery organizations is to support the customers'' journey with Microsoft to the Cloud by providing business value through scalable and efficient delivery. CSA FTE and Partner form a centralized delivery team that operates cross border and cross customer segment bringing world-class expertise to the customer at the right time.



The Cloud Solution Architecture role involves gathering customer insights, mapping architecture, and proposing digital transformation solutions based on Microsoft technologies. The role requires coaching team members to focus on customer experience through efficient delivery, driving adherence to Microsoft standards and recommended practices, and providing a holistic perspective of customer challenges and competitor architectures. The Cloud Solution Architecture role is focused on long-term client relationships and requires technical knowledge of architecture solutions to meet clients'' business and technical requirements and to resolve technical constraints and blockers. Skill sets required for this role include client delivery, partnership, planning, coaching and technical thought leadership. Individual applying for this role must have prior CSA experience of Infra and Security solution area and be excited to become a Pod Lead.

This role is flexible in that you can work up to 50% from home.

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. Responsibilities
--------------------


Customer Centricity

• Gathers customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape), and maps architecture and digital transformation solutions to customer/partner business outcomes. Acts as the voice of the customer (VOC)/partner by driving new feedback, insights, and resources across internal teams to add and prioritize. Represents the customer/partner to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Advocates for the customer/partner at all opportunities and shares customer success stories with the wider internal team.



• Develops and expands existing impactful relationships with customer and partner architects and technical specialists, technical decision makers (TDMs), and business stakeholders. Receives and synthesizes data about customer/partner business and technical requirements, addresses them with technical architecture(s), and demonstrates and proves those solutions'' capability and value through design collaboration sessions with the customer/partner. Contributes to and understands how work aligns with customer success plan and meets customer/partner needs by partnering with the appropriate internal teams and resources 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. Assesses and transfers knowledge to close customer skill gaps.



• Guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to



improve experience, value realization, and acceleration of customer transformation.



• Actively listens and respectfully challenges customers/partners when going in the wrong direction, presents insights and alternatives, and takes action appropriately.



Business Impact



• Identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices. Adapts methodology and applies governance to identify, communicate, and minimize business and technical risks. 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.



• Drives customer/partner relationships to anticipate, identify, escalate, and work to resolve technical blockers to accelerate consumption and solution implementations (e.g., by application of technical capabilities). Routes non-technical issues for removal by the appropriate party. Applies broad business and technical knowledge across various architecture or other Microsoft solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Shapes and enhances customers'' requirements.



• Proactively uses 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 and aligns with Customer Success Account Management or other Account Team members on customer/partner priorities to drive growth in consumption via cost optimization, operational excellence performance efficiency, and security. Drives architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer/partner usage and consumption. Ensures that the customer/partner''s application has as few points of failure as possible. Consults and provides thought leadership for technical solution design, development, and deployment and supports the customer/partner throughout implementation to achieve value outcomes and Microsoft''s Customer Promise.



• Understands industry trends and the competitor''s architecture solutions and identifies Microsoft''s strengths over competitive solutions to drive conversations with customers/partners and convince them of solution.



Provide Technical Leadership for Infra a security solution area with ability to scope engagements and mentor/coach junion/vendor CSAs to deliver the engagement. This might need close collaboration with customer, CSAM, Pod Lead and delivery managers from vendors.



• Proactively develops technical and professional learning and development plan in alignment with and support from their manager. Role models effective technical readiness. Acts as a mentor and role model to less experienced colleagues to educate them on technical and non-technical concepts. Participates in development opportunities (e.g., Ready, Build, Ignite).



• Shares ideas, insights, and strategic technical input with technical teams, internal communities across the field, and the larger virtual team across Microsoft using a thorough knowledge of specific Microsoft products and their context in the competitive landscape. Participates in external technical community events (e.g., conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings with the internal team.



• Generates new ideas for changes and improvements to existing intellectual property (IP), technologies, and processes for designated customers/partners. Drives opportunities for IP reuse, best practice sharing, and consumption acceleration. Proactively identifies gaps through delivery and communicating those gaps to others (e.g., Leadership, managed intellectual property [MIP], Design, and Governance). Applies subject matter expertise to develop new IP that fills identified gaps.



Other Embody our culture and values Qualifications
------------------


Cross solution skills across mature security technologies and a broad range of Infra technologies



Specifically for Security - experience of AD / ADFS / certificate services / PKI / windows server and client security.



Specifically, for Infra - experience cross Clustering / Hyper - V / Networking performance and troubleshooting / VM manager / virtualization / Windows server / WSUS / Azure files / Azure Stack / Well architected framework and Azure network security
Ability to orchestrate and plan engagements in collaboration with partner CSA Leads / CSAM and customers. Ability to handled and coach through escalations and provide a go to green plan. Ability to identify, plan and execute through partners the transformation and modernization opportunities with the customer.

Important to have potential to become a CSA POD Lead with ability to lead planning and delivery of vendor POD team by engaging CSAM and ATU, manage customer relationship by conducting monthly engagement reviews and assuring quality and be accountable for capacity planning, hiring, skilling and utilization of POD members.


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.