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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 and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

We are looking for a Cloud Solution Architect (CSA), specializing in Modern Work, who is passionate about driving our customers’ AI transformation on the Microsoft platform. This role will be part of the Modern Work Usage team and is designed to strategically engage in the execution of consumption within key accounts. This role will coach and collaborate with field roles and partners, executing programmatic actions that drive the consumption and AI transformation. This role will document and share best practices, ensure progress towards value realization goals, provide feedback to the Product Group, and facilitate knowledge transfer to field Customer Success Unit (CSU) teams. Additionally, the role involves partnering with field teams to identify key barriers to scaled success and driving resolution with engineering, product marketing, and sales teams.

Travel can be up to 50%. This role is flexible in that you can work up to 100% 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 Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging AI fundamentals, Graph API, and Copilot for M365 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.

• Accelerate Value Realization: Actively engage with CxO, business and technical decision makers to drive intent, enablement and usage of Copilot for M365 and other Microsoft solutions which are not yet mainstream, securing long-term customer renewal. Galvanize technical and sales experts around additional identified opportunities to develop customer specific roadmaps that drive further growth & business value realization.

• Usage (Cloud & Support) Growth: Develop opportunities to drive Customer Success business results by working with business & technical decision makers to ensure they understand Microsoft''s M365 Copilot value proposition. Lead architecture design sessions on M365 Copilot, address customer questions and provide best practices for activating solution within customer environment.

• Identify resolutions to issues blocking the go-live of customer success projects by leveraging deep knowledge of Copilot for M365 technical subject matter expertise. Lead business & technical conversations with customers to drive value from their MS investments. Deliver all work according to MS best practices & policies and using repeatable IP.

• 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

• Bachelor's degree in computer science, Information Technology, Engineering, Business, or related field AND Proven 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

• Italian fluency required.

•Fluency in German and/or French advantageous.

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ 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

o OR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting

o OR equivalent experience

• Proven experience working in a customer-facing role (e.g., internal and/or external).

• Proven experience working on technical projects.

• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).

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) .