Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

As part of our Global Delivery Team, you will use your engineering and architect skills to help our customers succeed with our wide range of endpoint / configuration management solutions alongside Windows operating systems and services. Come and join a thriving and growing team that provides world class engineering and professional services to our customers.

This opportunity will allow you to work with our customers as their trusted technical adviser around the range of solutions in our comprehensive configuration management and Modern Work environment. You will deliver best in class engineering and architecture expertise/services, helping our customers to modernise and transform their infrastructure services and end point estates.

As a Cloud Solution Architect, you will enable customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your Microsoft Endpoint Operating System (Windows 11/10) / Configuration Management and Windows Server/Client expertise you will lead Business & Technical conversations with customers to drive value from their MS investments, help customers modernise their environment and move to cloud based solution as appropriate ; including identifying resolutions to issues blocking customer success projects.

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 Microsoft Teams & Employee Experience Solutions 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.

Business Impact

Cloud Growth: Actively engage with business and technical decision makers to drive intent, enablement, and usage of customer-owned Microsoft Employee Experience Solutions. Develop opportunities to drive Customer Success business results by working with customers to ensure they understand Employee Experience Solutions value proposition. Manage operational excellence and customer health by ensuring process compliance and managing pipeline. Meet or exceed Key Performance Indicators and targets.

Resolution of Customer Blockers: Identify resolutions to issues blocking customer success projects by leveraging the knowledge of Employee Experience Solutions subject matter expertise. Lead business & technical conversations with customers to drive value from their MS investments.
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 community knowledge, prioritize IP, and learn from others to help accelerate your customers transformation journey.

Qualifications

Required/Minimum Qualifications (RQs/MQs)

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field and relevant recent 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.

French Speaking required

Strong understating of Windows 10/11 operating systems and their configuration and usage within an Enterprise environment. Performance management/monitoring, knowledge of Windows Performance Analyzer and Performance Monitor

Ability to guide a customer from competitor solutions to Microsoft Endpoint Operating System and Management / Configuration

Ability to map the customer’s business process to product capability within the Configuration Management and End Point Solution Portfolio

Understanding of Microsoft Endpoint and Configuration Management Solutions. Complemented with level 200/300 technical depth across MECM(SCCM)/lnTune/Win10/Win11 – MS Cert MD-102 Endpoint

The primary product focus and responsibility will pertain to support of Microsoft's platform technologies with specific emphasis in the following areas:
• Windows 10/11 – Performance Management and Troubleshooting - Must have in-depth SME level experience within recent years
• Migration to Windows 11 in an enterprise context
• Windows 10/11— recent experience using Configuration Manager and auto pilot provisioning/Windows as a Service
• Configuration Manager/lnTune — Must have in-depth SME level experience within recent years

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

Customer Success: Experience in Customer Success for productivity, employee experience solutions, 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 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).

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Cloud Solution Architecture