Address 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.
Our MW Copilot CSAs work with Enterprise and SMC level customers on the bleeding edge of our Copilot and Foundation solution stack. Microsoft is a recognised globally leader in AI which is evidence in our products and solution positions in Gartner Magic Quadrant and Forrester Waves.
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
As a Modern Work M365 Copilot Cloud Solution Architect, you will support our Modern Work Unified customers in making their environment more secure and productive while increasing their AI footprint. You evaluate the customers environment, and help the customer to use and understand the Microsoft MW Portfolio to get the most out of their investment. The Cloud Solution Architect consults and removes blocker in the customers Copilot journey.
As part of the Modern Work Core team you will also support the execution of our MW Strategy and evangelise and land adoption with both customers and internally with the field. This is an exciting opportunity to work with Business and Tech strategy, Product owners and customers.
Customer Centricity
Gather customer insights to map solutions and services with customer business outcomes.
Identify opportunities to improve customer solutions and position services to help customers to achieve their objectives.
Help accelerate solution delivery and adoption through Value Based Deliveries and repeatable intellectual property (IP).
Support customer skilling by delivering technical discussions, workshops, etc. that enable operational health and cloud readiness.
Contribute to customer satisfaction by providing a positive customer experience.
Identify opportunities to improve customer solutions and position services to help customers to achieve their objectives.
Help accelerate solution delivery and adoption through Value Based Deliveries and repeatable intellectual property (IP).
Support customer skilling by delivering technical discussions, workshops, etc. that enable operational health and cloud readiness.
Contribute to customer satisfaction by providing a positive customer experience.
Business Impact
Identify opportunities to expand and accelerate cloud consumption, drive business results, and help customers get value from their Microsoft investments in alignment with the Customer Success Account Management team or other Account team members.
Identify issues and advise customers to operate and optimize performance in accordance with Microsoft best practices.
Resolve customer blockers to accelerate consumption by leveraging technical expertise and knowledge of Microsoft solutions, escalate to support and engineering as appropriate.
Qualifications
Required/Minimum Qualifications
Experience with one or more: M365 Security & Compliance, Microsoft Purview, Adoption and Change Management.
Deep understanding of M365 products such as Teams, EXO, SPO, Power Platform, Office.
Relevand experience in cloud infrastructure/M365 technologies, information technology (IT) consulting/support, software support, technology solutions, architecture, and/or consulting,
OR equivalent experience.
Experience with one or more: M365 Security & Compliance, Microsoft Purview, Adoption and Change Management.
Deep understanding of M365 products such as Teams, EXO, SPO, Power Platform, Office.
Relevand experience in cloud infrastructure/M365 technologies, information technology (IT) consulting/support, software support, technology solutions, architecture, and/or consulting,
OR equivalent experience.
Additional or Preferred Qualifications
Technical Certification in Cloud (e.g., Azure, AI, security certifications).
Relevant experience working in a customer-facing role (e.g., internal and/or external).
Relevant experience working on technical projects.
Knowledge of Copilot in various products of M365 suite would be of great advantage.
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.
