Cloud Solution Architecture IC3 - Milan, Italia - Microsoft

Descrizione

Overview

With over 18,000 employees around the globe, the Microsoft Customer Experience & Success (CE&S) team is in charge of shaping Microsoft's end-to-end customer experience strategy. Join CE&S to contribute to a future where customers choose us not only for our top-notch products and services, but also for the exceptional and interconnected customer journey.

The Global Customer Success (GCS) team is at the forefront of crafting the desired customer experience through support offer creation, driving digital transformation across our tools, and ensuring operational excellence across CE&S.

This expanded organization aligns with Microsoft's vision to establish itself as a customer-centric company, guaranteeing that our core mission of empowering every individual and organization on Earth to do more is achieved by wowing customers and consistently surpassing their expectations through a seamless customer journey.

Microsoft is presented with a fantastic opportunity to go above and beyond customer expectations, fostering stronger customer loyalty and trust, which in turn translates to higher satisfaction, retention, and growth. The CE&S team is seeking individuals who are passionate about delivering customer success to help us shape a future where customers opt for us not just for our industry-leading products and services, but also for the unique and seamless customer experience that is ingrained in our dedication to delivering on customer outcomes.

Are you ready to embark on this journey as a Cloud Solution Architect specializing in Business Applications, focusing on Dynamics 365 CE & Power Platform? This role offers the flexibility of working up to 100% remotely.

Qualifications

Required/Minimum Qualifications:
- Language: Proficiency in Italian and English (mandatory)
- Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related fields AND
- Demonstrated experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, or consulting
- OR equivalent experience.

Additional or Preferred Qualifications:
- Previous experience in a customer-facing role.
- Understanding of business transformation and how Microsoft Business Application solutions can drive innovation from a solution architecture and technical implementation perspective.
- Proficiency in orchestrating project progress by engaging with senior stakeholders.
- Proven ability to align the customer's business processes and needs with product capabilities and solution areas.
- Capability to influence key executives and stakeholders across the organization, spanning Industry, engineering, product, partner, and services teams.
- Excellent presentation and demonstration skills suitable for both large and small audiences (such as Senior Executives, IT management, etc.).
- Familiarity with the Success by Design methodology.
- Knowledge of Change Management methodologies.
- Certifications:
- Preferably holding a Functional Associate or Expert-Level Certification in one or more Microsoft Business Application technologies, including Dynamics 365 Customer Engagement and Power Platform.

Responsibilities

Customer Centricity:
- Serves as the voice of the customer/partner by gathering new feedback, insights, and resources from internal teams to enhance and prioritize. Acts as the bridge between the customer/partner and internal teams (e.g., Engineering) to influence products and services by sharing insights across the board. Stands up for the customer/partner whenever possible, sharing customer success stories with the broader internal team.
- Cultivates and strengthens existing significant relationships with customer and partner architects, technical specialists, technical decision makers (TDMs), and business stakeholders.
- Guides fellow team members to center on the customer/partner experience through effective delivery and ensuring a seamless and interconnected customer journey. Assists in defining conditions of success for the customer/partner. Foresees potential customer/partner dissatisfaction and unmet needs, developing strategies to enhance experience, value realization, and acceleration of customer transformation.
- Actively listens to customers/partners and respectfully challenges them if veering off course, presenting insights and alternatives as needed.

Business Impact:
- Identifies and predicts challenges and advises customers/partners on how to operate and optimize performance in line with Microsoft's best practices. Adjusts methodology and applies governance to spot, communicate, and minimize business and technical risks. Upholds quality assurance standards, assessing risks while ensuring excellence in the design and/or delivery of solutions. Leverages standard tools for accurate opportunity and milestone execution and maintaining a healthy pipeline.
- Applies extensive business and technical knowledge across different architecture or Microsoft solutions to meet business and IT requirements and resolve identified technical constraints. Shapes and refines customers' requirements.
- Proactively leverages knowledge of the products, services, and value propositions of Microsoft and its rivals in customer/partner conversations to identify growth opportunities based on an understanding of customer/partner needs.
- Consults and offers thought leadership on technical solution design, development, and deployment, supporting the customer/partner throughout implementation to achieve value outcomes and fulfill Microsoft's Customer Promise.

Business Value Realization:
- Engages directly with customers to ensure their success with Dynamics Customer Engagement and Power Platform.
- Drives increased product usage in our largest and most strategic customers.
- Addresses critical gaps in post-sales technical engagement and coordination.
- Supports the innovation agenda with technical decision makers aligned to Business Applications release waves and roadmap.
- Promotes and shares best practices for successful implementation to drive adoption on a large scale through partners and community leadership.
- Proactively reaches out to customers experiencing slow, stalled, or declining usage growth to prevent customer attrition.
- Coordinates internal and external technical resources to ensure strong Customer and Partner Experience (CPE).

Other:
- Embody our culture and values

Benefits/perks may vary based on your employment nature and location. They can include top-tier healthcare, educational resources, discounts, savings plans, parental leave, generous time off, charitable programs, and networking opportunities.