Cloud Solution Architect

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.

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

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