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.
In the Customer Success team, we are looking for people with a passion for delivering customer success working with Microsoft partners. As a Partner Cloud Solution Architect, you will work with partners to enable them to achieve their customer outcomes, based on their investments in Microsoft technology. Leveraging your technical subject matter expertise, you will lead technical discussions with partners to drive value from these investments, including identifying resolutions to issues blocking customer success projects and accelerating consumption. This opportunity will allow you to accelerate your career growth, honing your technical and leadership skills, and deepening your cloud expertise.
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
Partner Satisfaction: Drive positive Partner Satisfaction and become a trusted advisor to partners and their customers, by leveraging expertise to enable defined outcomes aligned to partner business strategy. You will actively listen and respectfully challenge to drive the best outcomes.
• Trusted Advisor: Develop and expand existing impactful relationships; create and sustain constructive tension and trust with partner and lead adoption of Microsoft technologies.
• Thought Leadership and Partner Insights: Lead virtual teams around technologies and partner challenges, participate in external architect community events and share learnings with internal teams; demonstrate deep industry knowledge and drive recognition for Microsoft solutions. Provide feedback & insights from customers/partners to the relevant Microsoft teams to enable continuous improvement.
• Consumption Growth: Develop opportunities with partner to drive Customer Success business results by working with technical decision makers to ensure they understand Microsoft”s value proposition and get value from their investment in Microsoft technology.
• Partner Technical Environment & Resolution of Partner Technical Blockers: Identify and evaluate industry trends and develop technical enablement plan with partner. Maintain technical skills and knowledge of market trends, opportunities, and competitive insights. Using technical expertise, identify opportunities to develop new solutions and services for partners to take to market that drives business results. Identify resolutions to issues blocking go-live of partner-led customer success projects. Lead technical conversations with partners to drive value from their MS investments to service their customers. Deliver all work according to best practices & policies and using repeatable IP.
Customer Centricity
• Understand customers’ overall data estate Business and IT priorities and success measures to design Data & Analytics solutions that drive business value.
• Customer Satisfaction – Drive positive Customer Satisfaction & become a trusted advisor.
• Ensure that solution exhibits high levels of performance, security, scalability, maintainability, repeatability, appropriate reusability, and reliability upon deployment.
• Customer/Partner Insights – Provide feedback & insights from customers/partners.
Business Impact
• Consumption (Cloud & Support) growth – Develop opportunities to drive Customer Success business results & help Customers get value from their Microsoft investments.
• Resolution of Partner/Customer Blockers – Identify resolutions to Customer blockers by leveraging SA subject matter expertise. Deliver according to MS best practices & using repeatable Intellectual Property (IP)
• Apply technical knowledge to architect and design solutions that meet business and IT needs, create Data & Analytics roadmaps, drive POCs and MVPs, and ensure long term technical viability of new deployments, infusing key AI technologies where appropriate.
Technical Leadership
• Be the Voice of Partner to share insights and best practices, connect with Engineering team to remove key blockers and drive product improvements.
• Learn It All – Maintain technical skills and knowledge, keeping up to date with market trends and competitive insights; collaborate and share with the AI technical community while educating customers on Azure platform.
• Accelerate partner / customer outcomes – Share expertise, contribute to IP creation & re-use to accelerate customer outcomes.
Qualifications
Bachelor’s degree in computer science, Information Technology, Engineering, Business or related field AND 1+ 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.
• Insightful listening: Cognitive and behavioural approach to listening, asking insightful questions to understand the needs of partners’ customers, issues, business environment and drivers, and going beyond what is said.
• Situational fluency: Will explore attributes and actions of being situationally fluent, using self-awareness as a mechanism to interpret verbal and non-verbal cues to increase your ability to “read the room.” It will teach practical methods for pivoting the customer conversation based on what you observe in your current environment.
• Building relationships and Trusted Advisership: Building trust and creating credibility, leveraging relationship mapping across and within the account team.
• Business Value: The ability to convey the business need and value of proposed solutions, plans, and risks to stakeholders and decision makers. This includes the ability to persuade and inform based on facts and alignment with goals and strategy.
• Trusted Advisership: The ability to build trusted advisor status and deep relationships across stakeholders (e.g., technical decision makers, business decision makers) through an understanding of customer needs and technologies.
o Situational fluency: Using self-awareness as a mechanism to interpret verbal and non-verbal cues to increase your ability to “read the room.”
o Insightful listening: asking insightful questions to understand the customer needs, issues, business environment and drivers, and going beyond what customer has said.
• Technical
o Breadth of technical experience and knowledge in foundational security, foundational AI, architecture design, with depth / Subject Matter Expertise in one or more of the following:
o Deep domain expertise in one of the Data-specific areas, such as Azure SQL Data (IaaS/PaaS), deployments and migrations to the cloud, Open-source database deployments and migrations, Cloud Scale Analytics, Data Governance, etc. OR hands-on experience working with the respective products at the expert level.
o Experience creating Data & Analytics Proof of Concepts (PoC), Minimum Viable Products (MVPs) for customers that lead to production deployments.
o Competitive Landscape: Knowledge of key Data & Analytics platforms such as AWS, GCP, Snowflake, etc.
o Software development practices like DevOps and CI/CD tool chains (i.e., Jenkins, Azure Developer Services, GitHub) and container orchestration systems (i.e., Docker, Kubernetes, Cloud Foundry, Azure Kubernetes Service, GitHub).
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) .
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