Location: Redmond, WA
Company: Microsoft
working on stage 4 to 5 of Microsoft Customer Engagement Methodology (MCEM) - the consumption, operationalibility, and value realization of the solution; the CSA will be central in ensuring consumption of Microsoft Security solutions (i. e. M365 E5, Sentinel) and Unified support services through Value Based Delivery (VBD).
Qualifications Required/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 Fluent in English and Flemish/French Additional or Preferred Qualifications Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ 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 proven experience in the area of cybersecurity as a security operator, SOC analyst, Security Architect 4+ years experience working in a customer-facing role (e.
g. internal and/or external). 4+ years experience
working on technical projects. Technical Certification in Cloud (e.
g. Azure, Amazon Web Services, Google, security certifications). 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 manages business and technical risks, and adapts methodology and applies governance to identify, communicate, and minimize business and technical risks. Adheres to quality assurance standards and calculates risks while ensuring excellence in the design and/or delivery of solutions. Leverages standard tools to ensure accurate opportunity and milestone execution and pipeline hygiene. Owns complex customers/partner relationships to anticipate, identify, propose resolution, and lead removal of technical blockers through regular technical reviews and check-ins to accelerate consumption and solution implementations.
Anticipates and routes non-technical issues for removal by the appropriate party. Applies broad business, technical, industry, and/or enterprise knowledge to architecture or support projects to meet business and information technology (IT) requirements and resolve identified constraints. Shapes and enhances customers' requirements. Proactively uses deep knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations and to propose and coach others to develop new solutions to scale across multiple customers/partners while demonstrating the business case and presenting alternative scenarios.
Optimizes to drive customer consumption and aligns with Customer Success Account Management or other Account Team members on customer/partner priorities to drive growth in consumption via cost optimization, operational excellence performance efficiency, and security. Creates opportunities to expand or accelerate cloud consumption (including through cloud related managed intellectual property [MIP]) and leads these customer/partner conversations.
Leads architecture design, resiliency reviews, and technical optimization across multiple applications for the customer/partner, resulting in production deployment application and increased customer/partner usage and consumption. Ensures that the customer/partner's applications have as few points of failure as possible. Provides thought leadership to help drive technical solution design, development, and deployment and supports the customer/partner throughout implementation to achieve value outcomes and Microsoft's Customer Promise. Leads the adoption of Microsoft offerings based on analysis/differentiation of Microsoft and competitor products to influence the industry-wide direction for specific architecture(s).
Technical Leadership Leverages market insights to assist leadership in defining global vision by identifying relevant areas in which to drive up-skilling. Role models effective technical readiness and influences team to drive their own technical readiness. Drives and engages others to adapt to changes aligned with solution areas/services priorities. Acts as a mentor to less experienced colleagues by educating them on technical and non-technical concepts and sharing best practices.
Leads virtual teams around technologies and customer/partner challenges by sharing ideas, insights, and strategic, technical input with technical teams, internal communities across the field, and the larger virtual team across Microsoft using knowledge of Microsoft architectures and their context in the competitive landscape. Organizes or presents at internal events (e. g. Ready, Build, Ignite). Demonstrates deep industry knowledge and drives recognition for Microsoft solutions through presentations and engagements with external audiences. Participates in external technical community events (e.
g. conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings across internal teams. Connects gaps and patterns across business and technology areas, and drives changes and improvements to existing intellectual property (IP), technologies, and/or processes that enable solutions to scale across customers/partner. Drives consumption acceleration, as well as IP reuse and best practice sharing. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. Industry leading healthcare Educational resources Discounts on products and services Savings and investments Maternity and paternity leave Generous time away Giving programs Opportunities to network and connect 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, interaction (including pregnancy), interactionual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.
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