Cloud Solution Architecture Ic4

3 weeks ago

Johannesburg, South Africa Microsoft Full time

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 Global Customer Success (GCS) 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.

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**:
Customer Centricity:

- Gather customer insights to map solutions and services with customer business outcomes leveraging Microsoft Business Applications expertise.
- Identify opportunities to improve customer solutions and position services to help customers to achieve their objectives.
- Help accelerate solution delivery and adoption through Value Based Deliveries and repeatable Intellectual Property (IP).
- Support customer skilling by delivering technical discussions, workshops, etc. that enable operational health and cloud readiness.
- Contribute to customer satisfaction by providing a positive customer experience.
Provide feedback from customers to the relevant MS teams, including Product Groups, to enable continuous improvement.

Business Impact:

- Consumption (Cloud & Support) growth: Develop opportunities to drive Customer Success business results by providing expertise/guidance to technical and business decision makers to ensure they understand Microsoft's Business Applications value proposition and are enabled to generate value from their investment in the Microsoft technology via solution optimization, performance efficiency and organizational/operational excellence in alignment with the Customer Success Account Manager or other Account Team members.

Resolution of Customer Blockers:
Identify growth opportunities:

- Leverage knowledge of the products, services, and value propositions of Microsoft Business Applications in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs.

Technical Leadership:

- Drive continuous alignment and improvement of individual skills to better support and enable customer’s and Microsoft’s business goals.
- Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-use and learn from others to help accelerate your customers transformation journey.
- Obtain relevant accreditations and certifications.
- Role model effective technical readiness and act as a mentor and role model to junior colleagues to educate them on technical and non-technical concepts.

Practice Development:

- Generate new ideas for changes and improvements to existing intellectual property (IP), technologies, and processes for designated customers/partners. Drive opportunities for IP re-use, best practice sharing, and consumption.

Trusted Advisor (Relationship Building):

- Develop and expand existing impactful relationships with customer and partner/MCS architects and technical specialists, technical decision makers and business stakeholders.

**Qualifications**:
**Required/Minimum Qualifications**
- Bachelor's Degree OR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND extensive years experience in information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, consulting, and/or Microsoft Business Applications technologies.
- Relevant experience in a customer-facing role (e.g., internal and/or external)
- Relevant experience working as a lead technical solution architect.
- Language: English (required); fluency in a local language in your region esp Arabic is a plus.

**Additional or Preferred Qualifications**
- Functional or technical certification in one or more Microsoft Dynamics 365 apps (expert level) OR relevant experience working as a lead functional consultant.
- Knowledge of Success by Design methodology OR relevant experience working on business value projects as a business value consultant.

**Technical Qualifications/Experience**:

- Dynamics CE Cloud Solution Architects should be experienced in implementing, operating, tuning and troubleshooting Dynamics CE/CRM systems, ideally in multiple industri

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