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.

　　Do you have a passion for Microsoft Technologies using best-in-class tools created by Microsoft? As Principle Cloud Solution Architect you will be able to interact directly with large enterprise customers to nurture long-term trusted relationships, plan a portfolio of work to drive outcomes aligned with customer's prioritized solutions and workloads globally using a breadth of technical knowledge and industry experience to identify a broad set of internal teams in highly complex or unique customer situations and ensure progress across solution areas.

　　Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you!

　　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

　　• Build long-term trusted relationships with senior customer Decision Makers, including Chief Technology and Information Officers, and decision makers within the customer’s business units.

　　• Demonstrate a track record for successful leadership and executive presence in face-to-face interactions.

　　• Ensure effective communication with customers during critical incident management, with a focus on C-level executives.

　　• Lead executive committee meetings with customer stakeholders to monitor delivery progress and customer support experience, emphasizing a proactive agenda.

　　• Exhibit technical leadership in motivating delivery teams to meet customer expectations by providing workarounds and quickly resolving technical issues.

　　• Effectively orchestrate and bridge the delivery through cross-functional teams and provide operational guidance.

　　• Provide detailed reviews of service disruptions, metrics, and risk management. Manage escalation and tracking of support cases.

　　• Identify and manage goals and opportunities across Azure to improve customer solution health, performance, and availability.

　　• Eliminate blockers throughout the delivery chain by participating in onboarding assessments to establish customer familiarity, providing proactive services, adopting recommended practices, and so forth.

　　• Encourage the customer’s teams to adopt a proactive approach by driving change management.

　　• Ensure Root Cause Analysis findings and remediation plans are integrated into Proactive Support Delivery Projects.

　　• Lead discussions with the customer’s operational teams to track the progress of reactive incidents and proactive activities

　　• Act as the customer’s single point of contact for any critical issue/escalation and assist them in addressing any technical delivery concerns/questions related to Microsoft technologies.

　　• Support Customer Success Account Management team in monthly service review meetings with customers to provide updates of technical ongoing activities.

　　• Attend and participate in environment scheduled changes as required by customer.

　　• Lead monthly steering committee meeting with the account team to monitor customer support experience, track delivery progress, and review/address blockers,

　　• Align with Customer Success Account Managers to define proactive delivery plans.

　　• Work with support teams, account teams, product engineering teams, and other stakeholders to ensure a streamlined customer experience.

　　• Participate in on-call rotations to ensure a high quality of service for critical incidents created by Support for Mission Critical customers.

　　Qualifications

　　Required/Minimum Qualifications

　　Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 7+ 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 equivalent experience.

　　6+ years experience working in a customer-facing role (e.g., internal and/or external).

　　Broad knowledge of Microsoft Azure Technologies (IaaS, PaaS, Security).

　　Additional or Preferred Qualifications

　　Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 12+ 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 Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting

　　OR equivalent experience.

　　6+ years experience working in a customer-facing role (e.g., internal and/or external).

　　6+ years experience leading technical projects.

　　Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).

　　Cloud Solution Architecture IC5 - The typical base pay range for this role across the U.S. is USD $124,800 - $242,600 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 $159,000 - $264,000 per year.

　　Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

　　Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .