With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
We are looking for a Sr Cloud Solution Architect - AI Business Solutions , specializing in AI Business Solutions, who is passionate about driving our customers' AI transformation on the Microsoft platform. This role will be part of the Global Solution Architecture team and is designed to strategically engage in the execution of consumption within key accounts. This role will coach and collaborate with field roles and partners, executing programmatic actions that drive the consumption and AI transformation. This role will document and share best practices, ensure progress towards value realization goals, provide feedback to the Product Group, and facilitate knowledge transfer to field Customer Success Unit (CSU) teams. Additionally, the role involves partnering with field teams to identify key barriers to scaled success and driving resolution with engineering, product marketing, and sales teams. Our work is intentionally differentiated from Field execution, as we focus on incubation-first, innovation-led projects that unlock new value paths before Field engagement begins.
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
Accelerate Value Realization: Actively engage with CxO, business and technical decision makers to drive intent, enablement and usage of M365 Copilot and Agents and other Microsoft solutions, securing long-term customer renewal. Galvanize technical and sales experts around additional identified opportunities to develop customer specific roadmaps that drive further growth & business value realization.
Customer Insights: Provide feedback & insights from customers back to the relevant MS teams including Product Groups, to enable continuous improvement.
Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers, by leveraging M365 Copilot and Agents to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes.
Usage (Cloud & Support) Growth: Develop opportunities to drive Customer Success business results by working with business & technical decision makers to ensure they understand M365 Copilot and Agents value proposition. Lead architecture design sessions on M365 Copilot and Agents, address customer questions and provide best practices for activating solution within customer environment.
Identify resolutions to issues blocking the go-live of customer success projects by leveraging deep knowledge of M365 Copilot and Agents, technical subject matter expertise. Lead business & technical conversations with customers to drive value from their MS investments. Deliver all work according to MS best practices & policies and using repeatable IP.
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-sure, and learn from others to help accelerate your customers' transformation journey.
Other
Embody our culture and values
Qualifications
Required/minimum qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, 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.
Mandatory hands on experience in AI agents development and Copilot Studio
Ability to engage with CxO, business and technical decision makers
Other Requirements ?
Microsoft is unable to sponsor a work visa for this role due to the nature of the role's job duties.??
Citizenship & Citizenship Verification:
This role will require access to information that is controlled for export under export control regulations, potentially under the U.S.
International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. ?As a condition of employment, the successful candidate will be required to provide either proof of their country of citizenship or proof of their U.S. permanent residency or other protected status (e.g., under 8 U.S.C. 1324b(a)(3)) for assessment of eligibility to access the exportcontrolled information. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable.
Citizenship & Citizenship Verification:
This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.
Additional or preferred qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, 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 Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
OR equivalent experience.
6+ years experience working in a customer-facing role (e.g., internal and/or external).
6+ years experience working on technical projects.
Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until October 30, 2025.
CES #GCS
Microsoft is an equal opportunity employer. Consistent with applicable law, 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, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
