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

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.

Qualifications

5+ years of experience in M365, Copilot, Sharepoint Dev, Teams Dev and Power Platform

Required/Minimum Qualifications (RQs/MQs)

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 (PQs)

3+ years experience working in a customer-facing role.

3+ years experience working on technical projects.

Deep knowledge of solution architecture, design, implementation, and/or support of Cloud and/or AI Fundamentals/ Search indexing/M365 Apps/Graph API

Certification in one or more of the following technologies: M365 & Azure fundamentals, Graph API, SharePoint.

Business Analysis: Identify business needs and determine solutions to business problems, process improvement, organizational change, or strategic planning and policy development.

Journey Mapping Skills : Be the M365 Copilot subject matter expert with the ability to design customer solutions, lead presentations, demonstrations, and design thinking workshops with both BDMs and ITDMs

Relationship Building: Proven track record of building deep relationships with BDM & senior IT executives in large or highly strategic accounts. Experience in managing various stakeholder relationships, leading value proposition conversations to get consensus on solution/projects.

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.

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, SaaS Solutions, distributed computing, such as standard practices, considerations, and benefits.

• Foundational understanding of data engineering, MS Graph, OpenAI platform, deep learning and neural networks.

• Domain experience M365 and Azure solutions, and understanding of how Security, compliance, and identity solutions can span across these solution areas to provide a holistic and end-to-end solution.

• Competitive Landscape knowledge of cloud platforms. Technical aptitude and experience to learn new cloud technologies and understand relevant cloud market trends.

• Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs.

• Breadth of technical experience and knowledge, with depth / SME in AI fundamentals and two or more of the following solutions:

• M365 Copilot

• M365 Apps, Teams

• SharePoint Online & Search indexing

• Graph API

• MS Graph

• Teams Messaging Extensions

• Programing languages

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .