Customer Solutions Architecture

Description

You will drive and develop the solutions that will support formulation of data center infrastructure planning strategies and enable the development of next-generation services across critical business functions within the organization. In this role you will be working with stakeholders across organizations to enable cloud infra planning capabilities and analytics as cloud business keeps evolving.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. Responsibilities

Solution Management

• Identifies customer requirements to be integrated mapped to Microsoft technology integrated into the solution to maximize usage. With minimal guidance, identifies blockers/gaps between the current capabilities and the needs/asks from the customers and partners. Coordinates across relevant teams (e.g., product team) to provide feedback on the quality of the product.
• Supports utilization of processes and tooling to identify project and technical risks throughout the implementation lifecycle being led by the customer project team. Gathers feedback from customers and provides it to the product/engineering team on gaps, bugs, and/or other improvements to incorporate necessary changes in the product during the implementation lifecycle. With minimal guidance, conducts data modeling to help organize solution implementation plan for customers and partners.
• With some oversight, helps customers deploy features and/or services launched by engineering team by aligning deployment modules with the customers and validate the success of the deployment. With minimal guidance, may review multiple test strategies (e.g., unit, functional, performance testing) for the product and identify risks prior to product launch.

Solution Maintenance, Resolution, and Improvement

• Monitors internal data quality dashboards to determine customers and partners usage health post-launch. Helps implement a plan to bring customers to an appropriate customer health level by following standard practices and processes. Interacts with customers to ensure they are satisfied with the product. Tracks and updates internal tooling to track customer health progression and usage consumption.
• With minimal supervision, collects and encourages customer and partner feedback through various tools and identifies ways to improve deployments and products. Utilizes and contributes to enhancing dashboards and reports to help senior team members to gain insights on reasons for customer blockages. Provides feedback to process owners on identifying process improvements and enhancements.
• Manage customer success in order to prevent customer escalations. Under minimal supervision, utilizes resources to resolve escalations or escalates them to senior members or leaders within the team. With some guidance, conducts solution reviews to ensure it meets customers' needs.

Support and Relationship Management

• Supports direct interaction with customers and engineers to conduct quarterly reviews to understand customers' deployment stage. With minimal guidance, keeps stakeholders aligned throughout the fast-track journey. Learns to build relationships with customers and develop end-to-end solutions. Understands customers' needs for product customization.
• Supports field team with customer issues and flags it to product/engineering team. May determine core functionality of customer requirements and may write functional specs for engineering teams. With minimal supervision, identifies constant issues across customers and develops a feedback story to the product/engineering team. May create the customer plan for the internal teams to drive usage.
• Engages in partner enablement activities (e.g., workshops, sale interviews) to help customers learn about the product, proper usage of the products and update them on new product features and functionalities. Helps customers and partners to follow best practices and industry standards.

Community Involvement

• Supports development best practices for customer stories and product usage and of written content to build product utility in the community. With minimal guidance, may work on updating resources and producing developmental tools to enable successful use of the products by customers.

• Embody our culture and values

Qualifications

Required

• Bachelor's Degree in Computer Science, Engineering, Supply Chain, or related field AND 2+ years experience in technical program/product management, coding, software development/delivery work
  • OR equivalent experience.
• 1+ year(s) of customer-facing experience.

Preferred

• Bachelor's Degree in Computer Science, Engineering, Supply Chain, or related field AND 5+ years experience in technical program/product management, coding, software development/delivery work or internship experience
  • OR equivalent experience.
• 2+ years of customer-facing experience.

Customer Solutions Architecture IC3 - The typical base pay range for this role across the U.S. is USD $94,300 - $182,600 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 $120,900 - $198,600 per year.

Microsoft has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets (see below). The range above reflects the potential base pay across the U.S. for this role (except as noted below); the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.

At Microsoft certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed here may vary depending on the nature of employment with Microsoft and the country work location. U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 10 scheduled paid holidays, and up to 80 hours Holistic Health Time Off. Additionally, hourly/non-exempt employees accrue up to 120 hours paid vacation time, and salaried/exempt employees have Discretionary Time Off (DTO).
Our Commitment to Pay Equity
We are committed to the principle of pay equity – paying employees equitably for substantially similar work. To learn more about pay equity and our other commitments to increase representation and strengthen our culture of inclusion, check out our annual Diversity & Inclusion Report. https://www.microsoft.com/en-us/diversity/inside-microsoft/annual-report
Understanding Roles at Microsoft
The top of this page displays the role for which the base pay ranges apply – Customer Solutions Architecture IC3.
The way we define roles includes two things: discipline (the type of work) and career stage (scope and complexity). The career stage has two parts – the first identifies whether the role is a manager (M), an individual contributor (IC), an admin-technician-retail (ATR) job, or an intern. The second part identifies the relative seniority of the role – a higher number (or later letter alphabetically in the case of ATR) indicates greater scope and complexity.
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.