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 International Customer Success (iCSU) 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 Architect (CSA) - Digital Apps & Innovation Manager **accelerates customer outcomes and provides proactive support to enterprise customers with unified agreements.
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**:
**Business Impact**
- Identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices.
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.
- Understands industry trends and the competitor's architecture solutions and identifies Microsoft's strengths over solutions to drive conversations with customers/partners and convince them of solution.
**Customer Centricity**
- Actively listens and respectfully challenges customers/partners when going in the wrong direction, presents insights and alternatives, and takes action appropriately.
- 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.
- 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.
- Develops and expands existing impactful relationships with customer and partner architects and technical specialists, technical decision makers (TDMs), and business stakeholders.
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 value through design collaboration sessions with the customer/partner.
Contributes to and understands how work aligns with customer success plan and meets customer/partner needs by partnering with the appropriate internal teams and resources to deliver customer outcomes.
Supports customer skilling by delivering as a trusted technical advisor to ensure customer readiness by facilitating technical discussions and enabling operational health and cloud readiness.
Assesses and transfers knowledge to close customer skill gaps.
**Technical Leadership**
- 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**:
**Required/minimum qualifica