Cloud Solution Architect Mission Critical

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.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.The CSA Global Delivery team is a centralized group consisting of both full-time employees (FTEs) and Vendor CSAs dedicated to enhancing the customer's experience with Microsoft as they transition to hybrid/public cloud solutions.This role is flexible in that you can work up to 80% from home.

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:·  

You will be planning and delivering proactive and reactive support including onsite presence as needed
·  You will Identify and manage customer goals and SfMC opportunities to improve the quality, consumption, and health of the customer's solution.
·  You will drive and participate in proactive delivery management: spot performance issues, analyze problems, and drive activities focused on stabilizing and optimizing your customer's solution.
·  You will work with internal Microsoft support teams, account teams, product engineering and service engineering teams and other stakeholders to ensure a streamlined and efficient customer support experience.
·  You will apply and share lessons learned for continuous process and delivery improvement for the customer and peers.
·  You will engage in meetings with your customers and account teams to review Support for Mission Critical services, customer support issues, and articulate your Customer Success Plans.
·  You will share and gain knowledge through technical communities.

Technical Skills to include: 
SharePoint Server-SharePoint Online
Exchange Server-Exchange Online
Microsoft 365, Office 365
Fundamentals of Entra ID
Microsoft Purview
Microsoft 365 Copilot
Power Platform, Power Apps, Power Automate
Microsoft Endpoint Manager
Windows 11
Microsoft Teams
Microsoft Viva
OneDrive for BusinessProficiency in English (spoken and written) is essential for internal collaboration and reporting.This role may involve international travel of up to 25% to meet with customers and support business needs.

•  Outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.

•  Strong interpersonal and leadership skills while working with diverse audiences including highly technical IT professionals, engineers, developers, and architects as well as executives and management professionals in both customer and Microsoft teams.

•  Experience leading and driving projects as well as motivating others.

•  Self-motivated, resourceful, and able to handle multiple responsibilities as a Microsoft Cloud Solution Architect
•  Ability to develop strong strategic customer relationships that gain the trust and respect of customers.

•  Ability to handle critical technical issues and work in difficult support situations. 

•  Ability to handle difficult or sensitive situations with customers.

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.