Log In
Sign Up
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Responsibilities
Responsibilities
Understanding Customer/Partner Technical Environment
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. Adapts business models, plans, and solutions to insights.
Acts as the voice of the customer (VOC)/partner by driving new feedback, gaps, blockers, insights, resources, etc. across communities to track, add, and prioritize, using established channels (e.g., UAT/TFT).
Architecture Design and Deployment
Leverages and champions an existing architecture approach to achieve Microsoft’s agreed commitments to the customer/partner. Identifies growth opportunities based on knowledge of customer/partner needs.
Receives and synthesizes data about customer/partner business and technical requirements, addresses them with technical architecture(s), and demonstrates and proves those solutions capability and business value through design collaboration sessions with the customer/partner.
Applies broad technical knowledge across various of architecture solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Helps to shape and enhance customers’ requirements.
Leads customer/partner projects that implement technical architecture(s). Provides thought leadership for technical architecture design, development, and deployment and supports/drives the customer/partner throughout pre-sales and/or implementation.
Identifies, escalates, and works to resolve technical blockers (e.g., changing configurations, sample coding) to accelerate architecture implementations and routes non-technical issues for removal by the appropriate party.
Adapts methodology and applies governance to identify, communicate, and minimize business and technical risks (e.g. Well-Architected Framework, Enterprise Scale Landing Zone, Cloud Adoption Framework). Defines customer/partner conditions of success, adheres to quality assurance, and calculates risks while designing and/or delivering solutions.
Practice Development
Generates new ideas for changes and improvements to existing intellectual property (IP), technologies, and processes for designated customers/partners. drives opportunities for IP re-use, best practice sharing, and consumption.
Trusted Advisor
Develops and expands existing impactful relationships with customer and partner, technical specialists, technical decision makers (TDMs), and business stakeholders.
Respectfully challenges customers/partners when going in the wrong direction and escalates appropriately.
Understands the competitor’s architecture solutions and identifies Microsoft’s strengths over competitive solutions to drive conversations with customers/partners and convince them of solution.
Thought Leadership
Shares ideas, insight, and strategic, technical input with technical teams, internal communities across the field, and the larger virtual team across Microsoft using a thorough knowledge of specific Microsoft products and their context in the competitive landscape.
Participates in external architect community events (e.g., conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings with the internal team. Acts a mentor to junior colleagues to educate them on technical and non-technical concepts.
Customer Usage
Leads architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer business value. Drives efforts to ensure that the customer’s environment and applications are well-architected.
Other
Embody our culture and values
Qualifications
Qualifications
Required/Minimum Qualifications
At least 2 years of experience in developing, customizing, tuning, troubleshooting, implementing or supporting Microsoft D365 CE, D365 Online, Dynamics CRM or related
At least 2 years of experience in developing, customizing, tuning, troubleshooting, implementing or supporting Power Platform (Power Automate, Power Apps, Power Virtual Agent) as it pertains to D365
Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field AND 6+ years experience in technology solutions, practice development, architecture, consulting, and/or cloud/infrastructure technologies
OR Master’s Degree in Computer Science, Information Technology, Engineering, or related field AND 4+ years experience in technology solutions, practice development, architecture, consulting, and/or cloud/infrastructure technologies
OR equivalent experience.
Must be a current resident of Canada
Some travel will be required for this position.
Additional or Preferred Qualifications
Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field AND 10+ years experience in technology solutions, practice development, architecture, consulting, and/or cloud/infrastructure technologies
OR Master’s Degree in Computer Science, Information Technology, Engineering, or related field AND 8+ years experience in technology solutions, practice development, architecture, consulting, and/or cloud/infrastructure technologies
OR equivalent experience.
4+ years technical sales experience.
4+ years project management experience.
Technical Certification in Cloud (e.g., Dynamics 365 + Power Platform Solution Architect Expert).
Current and deep experience with implementing large projects on Dynamics 365 and Power Platform.
Qualifications include hands-on experience with multi-phase, global, enterprise-wide Dynamics 365 and Power Platform implementations with focus on presales/business development as well as engagement delivery.
Understanding of competitive technology to properly assess feasibility of migrating customer solutions from, and/or integrating with existing customer systems from non-Microsoft platforms.
Experience in the enterprise customer segment preferred
Demonstrate strong communication skills; ability to develop strategic ongoing customer relationships, gain trust and respect for the company
Engineer must possess strong technical writing, presentation and training skills
Enjoy team work, and actively contribute to their peer group as well as our customer account teams
Ability to communicate with various levels is required: from CIO’s to technical staff
#BAFY23H1
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
