Overview
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.
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.
As a Cloud Solution Architect for Microsoft 365 Copilot within the WW Modern Work Solution Area Technical CSA Team (GSA), you will enable customers to achieve ROI on their CoPilot/M365 Stack investment. You will achieve this by operating and driving impact across the customer lifecycle from Deployment through to usage and expansion. This role demands a strong “Learn it” mindset as you will primarily be focused on working with leading edge/emerging technologies in a dynamic customer environment.
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
Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging M365 Enterprise Services (Copilot in M365 App, SharePoint Online, Teams, M365 Apps, Information Governance, 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 to the relevant MS teams, including Product Groups, to enable continuous improvement.
Experience in Customer Success for productivity and business process transformation platforms. Strong technical aptitude and desire to work with both business and IT stakeholders.
Executive Stakeholder Value: Experience in building and maintaining executive-level stakeholder relationships and leading value proposition conversations aligned to customer priorities and outcomes. Ability to interpret and dissect the industry and business priorities of customers.
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 Copilot 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.
Business Process Analysis:
Depict customer business processes and prepare for the analysis and improvement of business process performance.
Articulate, demo, and present complex customer concepts to varying audiences, such as BDMs (Business Decision Makers) & ITDMs (Information Technology Decision Makers).
Territory & Pipeline Mgmt.: Experienced in territory management, opportunity qualification, stakeholder communication, and partner engagement, including opportunity and pipeline mgmt. Experience in ensuring customers realize value by consuming technology and services investments.
Collaboration & Community Engagement: Experienced in collaborating in virtual teams to develop and drive M365 Copilot usage opportunities through influence. Identify and document best practices and customer references.
Qualifications
Minimum Qualifications:
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.
Preferred Qualifications:
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, M365 Copilot fundamentals. PROSCI or Change Management Qualifications.
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.
SharePoint Online
M365 Copilot
Teams
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.
