Cloud Solution Architecture Ic4

With over 17,000 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.

This role is flexible in that you can work up to 50% 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**:
**Responsibilities**:

- Act as the CSA for Proactive and reactive service delivery for SfMC accounts
- Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, CSAMs, CEs, and account executive management
- Maintain strong relationships w/ customer contacts to ensure high CPE
- Develop custom scripts to monitor or fix issues, or create customer specific content; this may involve writing sample code or new IP development type of work
- Manage crisis situations that may involve politically challenging issues and diverse audiences and participate in the 24X7 on-call rotation model
- Available to travel within INDIA SfMC customer accounts to conduct SfMC lifecycle related assessments / reviews, to ensure timely delivery (~2 Weeks/Month)
- Collaborate with product groups, Service Engineering and other technical teams within Microsoft
- Six plus years of working experience with Microsoft Server products like Active Directory, Identity Management & Azure AD with experience in implementation/deployment of Azure AD Cloud based solutions
- Broad and depth skills on Azure AD & Identity with knowledge on On-Premise Active Directory as well
- Solid understanding of client/server, networking, and Internet technologies fundamentals
- Strong expertise on Azure AD, Azure AD B2C, Azure AD B2B, Azure AD Domain Services, Azure AD Connect, Azure AD Conditional Access, Azure AD MFA, Enterprise Applications, etc
- Technical Delivery and Customer facing presentation skills with a high degree of comfort with both large and small audiences
- Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus

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.
- 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. 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.
- Guides other team members to focus on customer/partner experience through efficient delivery. 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.

**Qualifications**:
Required experience
- 8+ years technical support, technical consulting experience, or information technology experience
- Strong Experience in Active Directory Service