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.
Join our Security Customer Success Unit at Microsoft, a dynamic team dedicated to ensuring the security and success of our customers. As a Security CSA (Cloud Solution Architect) Lead, you will play a pivotal role in shaping our field execution strategies and driving customer success in a rapidly evolving cybersecurity landscape.
The Customer Success team will drive change management and adoption activities with key business decision makers and IT decision makers, helping reduce implementation risk, driving usage of existing solutions, and identifying opportunities to accelerate the path for customers to realize business value from their investments.
Responsibilities
Customer Centricity
- Drive positive Customer Satisfaction & become a trusted advisor. Provide feedback & insights from customers/partners. Be the Voice of Customer to share insights and best practices, connect with Global Security teams at Microsoft, Engineering and Product teams to remove blockers and influence the solution roadmap.
- Experience in the implementation (end to end) of Data Security projects with Data Security Platforms, preferably experience with Microsoft Purview (Information Protection, Data Loss Prevention, Information Risk Management)
- 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.
- Lead and execute Field Usage and Consumption Strategy projects, providing structure and guidance to ensure successful outcomes.
Business Impact
- Position and deliver solutions that drive Security product usage and develop opportunities to drive Customer Success business results & help Customers get value from their Microsoft investments. Identify resolutions to Customer blockers by leveraging SA subject matter expertise.
- Deliver according to MS best practices & using repeatable IP. Accelerate Business Value of overall Security adoption by improving security posture and ensuring that the solution exhibits “Secure by Design” framework, such as high-performance levels, security, scalability, maintainability, appropriate reusability, and reliability upon
- Collaborate and orchestrate with other CSAs and MS stakeholders including FastTrack, partner, and Microsoft Consulting in developing complex end-to-end Enterprise solutions with the Microsoft Security platform.
- Drives consumption and usage rigor and discipline by developing and leading inclusive and regular rhythm of business (ROB) processes for a large subsidiary. Delivers on business commitments, collect performance data, report performance to Global Lead and Strategy Team, and informs future plans and decisions (e.g., forecasting, anticipated barriers). Leads a coaching rhythm in alignment to Microsoft's coaching framework and worldwide rhythym framework practices, integrated both locally and with Corporate.
- Creates culture to drive operational and pipeline excellence, with particular focus on the key performance indicators (KPIs) covering operating model metrics (e.g., growth, velocity, efficiency, resource allocation) to ensure consistent execution against strategy. Escalates to ensure removal of blockers related to the customer business and/or internal processes to deliver technical and operational excellence in Customer Success teams and accelerate customer adoption. Leads area-level/global-level rhythm of business (ROB) and instills a sense of urgency for strategic agility through other leaders. Identifies widespread or global patterns in blockers and develops strategies to resolve and prevent them in the future. Assesses and prioritizes high-impact technical blockers, and coaches team to enable resolution. Leverages systems for identifying leading and lagging indicators of success across customer success pipeline at the area/regional level (as appropriate). Drives area/regional accountability (as appropriate) to identify gaps in execution leading to optimizing customer success delivery for value realization.
Technical Leadership
- Leverages credibility and expertise to act as executive-level technical sponsor and leader for customers and partner ecosystem to continuously evolve and grow through the digital transformation journey (e.g., increase usage/consumption to drive customer expansion, upsell and renewal recapture rates). Provides area/global thought leadership for technical integration and innovation with the area leadership team. Creates culture of technical community engagement with customers and partners to influence actions and results at senior and executive levels of their organizations. Drives technical executive sponsorship with the customer and partner and influences strategy for regional scale. Leads critical engagements with customer and partner senior leadership, providing executive support for the Customer Success Unit (CSU) team to align operational plans with the organization's strategies to drive customer and partner obsession.
- Advocates to drive customer technical requirements with corporate product and engineering teams. Creates an internal feedback loop to drive broad, systemic continuous improvement for customers across Microsoft (e.g., security, product support). Leverages and creates customer and employee forums for open feedback and collaboration across teams. Invests in building and maintaining a strong network with corporate engineers to quickly meet customer and partner needs.
- Serves as an expert/spokesperson, as appropriate around key technical, operational and customer success topics (e.g., product/service lifecycle, customer perspective) to influence and drive recognition for Microsoft solutions and brands by speaking at events, having an active presence on social media platforms, and encouraging organizational participation. Leverages subject matter expertise to be and influencial voice in the area/globally, clarifying technical and operational questions and technology position. Supports Customer Success Unit (CSU) community-building internally and externally by providing community thought leadership and orchestrating with professional network to promote learning.
Qualifications
Required/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
- 4+ years of experience and understanding of large-scale security deployments in enterprise-wide environments.
Additional or Preferred Qualification
Desired Microsoft Technology & Industry Equivalent. Certification in one or more of the following areas:
- Programming experiences, using Microsoft Information Protection SDK (e.g. PowerShell, C#, Python)
- Technical Certification in Microsoft SC-400 – Microsoft Information Protection Administrator)
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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.
