Cloud Solution Architect

4 days ago

Dubai, United Arab Emirates Microsoft Full time

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.

We are looking for an experienced hands-on Principal Cloud Solution Architect for the Customer Success organization residing within the Americas. As the Principal Cloud Solution Architect for Cross Solution & Industry Innovation team, you will be helping our customers with their Azure adoption through deep technical Architecture, design, and deployment engagements. As part of this role, you’ll be working closely with Customers, Engineering, Industry Marketing, Cloud Solution Architects (CSAs), and CSA Managers to help drive customer adoption of Azure. You’ll also be responsible for identifying patterns from these engagements and developing Solutions working with different Azure engineering teams. If you thrive on being part of a dynamic and strategic business, and have a deep technical background in Azure, we would like to hear from you.

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 Centricity
- Identifies and evaluates industry trends (customer industry verticals, information technology [IT] industry), gathers customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape), and maps architecture and digital transformation solutions to customer/partner business outcomes. Acts as the voice of the customer (VOC)/partner by driving new feedback, insights, and resources across territories to add and prioritize. Represents the customer/partner to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Leverages feedback to develop strategic and actionable insights and presents business cases to program managers to influence product roadmaps and decision making. Shares customer/partner success stories with the wider internal team.
- Develops and expands existing impactful relationships with customer and partner architects, C-level technical decision makers (TDMs), and business stakeholders (to the extent that the customer/partner will call for consultation without being prompted). Provides direction to TDMs and builds the bridge between TDMs and business decision makers (BDMs). Uncovers, aggregates, and synthesizes data about customer/partner business, complex technical requirements and issues (e.g., involving great length or tenacity to resolve), and various technical strategies being proposed. Addresses requirements/issues/strategies with win-win technical architecture(s) and demonstrates and proves the capability and value of those solutions through design collaboration sessions with the customer/partner. Contributes to and understands how works aligns with customer success plan and delivers customer outcomes by driving partnerships with the appropriate internal teams/resources. Supports customer skilling by leading discussions on technical delivery with other internal and external stakeholders as a technical thought leader to influence customer readiness.
- Guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience. Drives definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and helps create strategies to improve experience, value realization, and acceleration of customer transformation.
- Actively listens, creates, and sustains constructive tension and trust with customers/partners by respectfully challenging their decisions and/or areas where they might do more and encouraging them to consider alternative architectures/solutions and approaches.

Business Impact
- Drives their team in operating and optimizing complex and high-impact situations for strategic customers/partners in collaboration with internal stakeholders (e.g., Customer Services and Support, Customer Success Account Management, other Account Team members, Product Groups). Anticipates and ma

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