Cloud Solution Architect

6 months ago

Kuala Lumpur, Malaysia 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.

The Cloud Solution Architecture role involves gathering customer insights, mapping architecture, and proposing digital transformation solutions based on Microsoft technologies. The role requires coaching team members to focus on customer experience through efficient delivery, driving adherence to Microsoft standards and recommended practices, and providing a holistic perspective of customer challenges and competitor architectures. The role is within the **CSA Global Delivery team. **It 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. We achieve this by offering our customers value through adaptable and efficient delivery methods, all underpinned by standardized processes.

**This role is flexible in that you can work up to 50% from home with 25-50% travel in ASEAN countries.**

**This role requires prior experience on Messaging technologies such as Exchange and Exchange Online.**

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**
- 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 internal teams 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. Advocates for the customer/partner at all opportunities and shares customer success stories with the wider internal team.
- Guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to improve experience, value realization, and acceleration of customer transformation.
- Actively listens and respectfully challenges customers/partners when going in the wrong direction, presents insights and alternatives, and takes action appropriately.

**Business Impact**
- Understands industry trends and the competitor's architecture solutions and identifies Microsoft's strengths over competitive solutions to drive conversations with customers/partners and convince them of solution.

**Technical Leadership**
- Demonstrate the capability to act as CSA Pod Lead with ability to drive planning and delivery of Pod team by engaging CSAM and ATU, manage customer relationship by conducting monthly engagement reviews and assuring quality and be accountable for capacity planning, hiring, skilling and utilization of Pod members.
- Proactively develops technical and professional learning and development plan in alignment with and support from their manager. Role models effective technical readiness. Acts as a mentor and role model to less experienced colleagues to educate them on technical and non-technical concepts. Participates in development opportunities (e.g., Ready, Build, Ignite).
- Shares ideas, insights, 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 technical community events (e.g., conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings with the internal team.

**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, ne

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