Why Microsoft?

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.

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

Responsibilities

The Purpose of the role

As a Surface Cloud Solution Architect, you will actively engage with business and technical decision makers to drive intent for consumption of Customer owned Surface Devices, Surface Hub and M365 Endpoint services workloads. You will focus on new device pilots removing technical blockers to ensure successful outcomes and portfolio adoption while leveraging M365 Enterprise Services & Microsoft Hardware solutions [Surface Devices, Surface Hub and M365 Endpoint services].

Other responsibilities include:

• Guiding Customer Success Strategy: Engage and influence customer business and technical decision makers by providing feedback or insights, and help customers realize their digital and business transformational targets. Actively listen and respectfully challenge to drive the best outcomes. Ensure customer implements endpoint deployment & management best practices for Surface and embraces modern endpoint methodologies as part of their journey to the cloud.
• Driving Consumption: Develop opportunities to drive Customer Success business results by working with customer to ensure they understand Microsoft's Endpoint & 1st party HW services value proposition and get value from their investment in the Microsoft technology. Ensuring high-quality delivery and consistency in delivery by leveraging our offerings (VBD, MIP, DSE).
• Customer Trust and Advocacy: Act as the voice of the customer and partner by driving new feedback, blockers, insights, resources. Provide action based on feedback and advocate on the customer's behalf to drive resolution.
• Device Deployment: Be the Surface and endpoint & lifecycle management consumption subject matter expert with the ability to drive active use of Surface deeply into a customer’s business by enabling them to realize business value of modern devices. Demonstrate Self Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.
• Operations and Execution excellence: Manage operational excellence and customer health by ensuring consumption process compliance and managing pipeline. Provide regular updates to account and regional stakeholders on customers' transformation initiatives. 
• Technical Solution development: Developing technical solutions and ability to design, customize, or reapply technical solutions based on customer/partner needs or demands. influence hardware adoption, create strong support for new opportunities, and to secure willingness and fans to advocate for Surface. Articulate and demo solutions to varying audiences such as BDM & ITDM.
• Collaboration: Experienced in orchestration and leading virtual teams to develop and drive consumption opportunities through influence. Identify areas for MEM (Modern Endpoint Management) and orchestrate appropriate Microsoft resources to support the customer’s cloud journey.

Qualifications

What skills do you need to have?

There will be many opportunities for you to learn and grow into this role and Microsoft. However, to be able to best deliver on the purpose of this role, these are the core skills and experiences you should have on day one:

Required/Minimum Qualifications

• Master's Degree in Business, Engineering, Technology, or related field AND 3+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
• AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting

OR

• Bachelor's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

OR

• equivalent experience.

Technical Experience:

• 5+ years of experience in Technical device sales, customer support and customer success mgmt. or technical discipline preferred.
• Deep understanding of Surface devices, Modern Work, and meeting experiences.
• Preferred to have knowledge of Microsoft Solutions, Devices, OEM, Service and Partner offerings.
• Good understanding of Microsoft 365 workloads and scenarios. Level 200 technical depth across Microsoft 365 services, and Azure Identity & Security
• Experience on enabling usage, adoption, and consumption.
• Experience in Customer Success for productivity, employee experience solutions, and business process transformation platforms. Strong technical aptitude, and desire to work with both business and IT.
• Knowledge of Change Mgmt to ensure good IT behaviors around Surface and create intent for Surface and M365
• Endpoint mgmt methodologies and products such as Microsoft Endpoint Manager, Intune, or similar.
• Foundational-level knowledge of cloud services, such as standard practices, considerations, and benefits. Fluency in SaaS solutions; particularly Microsoft Surface Solutions, Microsoft 365 offerings and familiarity with the Microsoft 365 cloud service options.  
• Enterprise-scale technical experience with deploying surface devices, zero touch deployment, and security guidance.
• Experience architecting and implementation of hardware mgmt technologies.
• Experience leading the planning, design, presentation, and implementation of Microsoft Endpoint Mgmt solutions to meet customer, business, and technical objective.
• Experience troubleshooting solutions with hands-on expertise specific to troubleshooting Windows supported hardware solutions, authentication and authorization, security and compliance information, debugging, performance tuning, and monitoring.
• Knowledge of OS mgmt. solutions and third-party vendors
• Understanding of M365 partner ecosystems and the ability to leverage partner solutions to solve customer needs. 
• Knowledge of competitor products such as Apple Business Essentials and Apple Hardware, Google Chromebooks and their strategies. Additional understanding of the broader Windows Hardware ecosystem.