Cloud Solution Architecture (CSA) - M365 & Copilot

Responsibilities

• Customer Centricity
• Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging M365 Enterprise Services (Copilot in M365 App, Exchange online, SharePoint Online, Teams, M365 Apps, Information Governance, Security & Compliance) 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.
• Experience in Customer Success for productivity 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 Impact
• Usage (Cloud & Support) Growth: Develop opportunities to drive Customer Success business results by working with business and technical decision makers to ensure they understand Microsoft's M365 Copilot value proposition and get value from their investment in the Microsoft technology.
• Resolution of Customer Blockers: Identify resolutions to issues blocking go-live of customer success projects by leveraging deep knowledge of M365 services & technical subject matter expertise. Lead the technical conversations with customers to drive value from their MS investments. Deliver all work according to MS best practices & policies and using repeatable IP.
• 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 IP creation, prioritize IP re-use and learn from others to help accelerate your customers transformation journey.
• 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).
• Territory & Pipeline Mgmt.: Experienced in territory management, opportunity qualification, stakeholder communication, and partner engagement, including opportunity and pipeline mgmt. Experience in ensuring customers realize value by consuming technology and services investments.
• Collaboration & Community Engagement: Experienced in collaborating in virtual teams to develop and drive M365 Copilot usage opportunities through influence. Identify and document best practices and customer references.

Qualifications

Minimum Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field AND 4+ 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.

Preferred Qualifications

• 4+ years experience working in a customer-facing role
• 4+ years experience working on technical projects.
• Deep knowledge of solution architecture, design, implementation, and/or support of Cloud/collaboration/unified environments.
• Certification in one or more of the following technologies preferred: Microsoft Azure fundamentals, M365 fundamentals. Cloud Security, Teams Administration, SharePoint Certifications, M365 Copilot fundamentals. PROSCI or Change Management Qualifications.
• Business Analysis: Identify business needs and determine solutions to business problems, process improvement, organizational change, or strategic planning and policy development.
• Relationship Building. Proven track record of building deep technical relationships with senior IT executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solution/projects.
• Technical Solution Development: Developing technical solutions and ability to design, customize, or reapply technical solutions based on customer/partner needs or demands.
• Foundational-level knowledge of cloud services.
• Fluency in SaaS solutions; particularly all Microsoft 365 offerings.
• Domain experience Microsoft 365 and Microsoft Azure solutions, and understanding of how Microsoft Security, compliance, and identity solutions that can span across these solution areas to provide a holistic and end-to-end solution.
• Competitive Landscape knowledge of cloud platforms. Understanding of M365 partner ecosystems and the ability to leverage partner solutions to solve customer needs.
• Breadth of technical experience and knowledge, with depth / SME in two or more of the following M365 solutions.
• Exchange Online
• SharePoint Online
• M365 Copilot
• Teams
• Windows & Cloud Endpoint
• IDM, Information Protection & Compliance.
• Governance & Risk Management
• Collaboration and Communication: Acknowledged for driving decisions collaboratively, resolving conflicts and ensuring follow through with exceptional verbal and written communication skills. Presentation skills with a high degree of comfort with both large and small audiences.