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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.

In the Customer Success team, we are looking for people with a passion for delivering customer success. As a Cloud Solution Architect (CSA) reporting to the Cloud Solution Architect Manager you will enable mainly SMC (Small, Medium, and Corporate) customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your leading technical team’s expertise, you will drive the team to ensure customers get value from their Microsoft investments.

In this role you will adapt business models, plans, and solutions to insights. Act as the voice of the customer (VOC)/partner across communities to add and prioritize. Leverages and champions an existing architecture approach to achieve agreed commitments to the customer/partner. Demonstrate and prove solutions capability and value. Apply broad technical knowledge across various of architecture solutions to meet requirements and resolve identified constraints. Lead customer/partner projects that implement technical architecture. Identify, escalate, and work to resolve technical blockers and route non-technical issues for removal. Adapt methodology and apply governance to minimize business and technical risks. Generate new ideas for changes and improvements. Develop and expand existing impactful relationships with stakeholders. Respectfully challenge customers/partners when going in the wrong direction and escalate appropriately. Identify Microsoft''s strengths over competitive solutions to convince customers of solution. Share ideas, insight, and strategic, technical input with internal teams using a thorough knowledge of specific Microsoft products and their context in the competitive landscape. Participate in external architect community events and share learnings with the internal team. Lead architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer usage/Azure Consumed Revenue. The CSA drives delivery execution through preparedness, precision delivery, overall utilization, and high customer satisfaction in a cost-efficient manner.

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.

We are looking for a highly motivated and passionate Cloud Solution Architect (CSA) to drive customer transformation in our Solutions. You will own the customer engagements, including architecture, implementation, and production.

The candidate must have experience in customer-facing roles and success in leading in-depth technical discussions with senior customer executives, IT Management, and Developers to drive value to our customers and is open to travel to customer site as needed by business.

Key responsibilities include:

Customer Centricity

  • Customer Satisfaction - Drive positive Customer Satisfaction & become a trusted advisor. Become trusted advisors to customers by leveraging solution area expertise to enable defined Customer Success Plan outcomes.
  • Customer/Partner Insights - Provide feedback & insights from customers/partners.
  • Be the Voice of Customer to share insights and best practices, connect with Global Security teams at Microsoft, Engineering and Product teams to remove blockers and influence the solution roadmap.
  • Land an end-to-end value prop for Security (i.e., Zero Trust) which spans the breadth of Microsoft Security offerings, and with focus on Threat Protection, ID + Access Management and Cloud Security.
  • Understanding Customer/Partner Technical Environment (Insights about Customer/Partner and Industry): Gather customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape), and map architecture and digital transformation solutions to customer/partner business outcomes. Adapt business models, plans, and solutions to insights.

Business Impact

  • Position and deliver solutions that drive Security product usage and develop opportunities to drive Customer Success business results & help Customers get value from their Microsoft investments.
  • Identify resolutions to Customer blockers by leveraging Solution Area subject matter expertise. Deliver according to MS best practices & using repeatable IP.
  • Accelerate Business Value of overall Security adoption by improving security posture and ensuring that the solution exhibits “Secure by Design” framework, such as high-performance levels, security, scalability, maintainability, appropriate reusability, and reliability upon deployment.

Technical Leadership

  • Learn It All – Align individual skilling to team/area demands & Customer Success goals.
  • Accelerate customer outcomes - Share expertise, contribute to IP creation & re-use to accelerate customer outcomes.
  • Run Architectural Design Session to build a plan for implementing the solution – governing design in line with customer business goals and their technical environment. Outcome is consensus on solution design and next steps toward production.
  • Collaborate and orchestrate with other Cloud Solution Architects and MS stakeholders including FastTrack, partner, and Microsoft Consulting in developing complex end-to-end Enterprise solutions with the Microsoft Security platform.
  • Architecture Design and Deployment (Architecture Proposals): Receive and synthesize data about customer/partner business and technical requirements, address them with technical architecture(s), demonstrate and prove those solutions capability and business value through design collaboration sessions with the customer/partner.
  • Architecture Design and Deployment (Requirements and Constraints): Apply broad technical knowledge across various of architecture solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Help to shape and enhance customers'' requirements.
  • Architecture Design and Deployment (Resolving Blockers): Identify, escalate, and work to resolve technical blockers (e.g., changing configurations, sample coding) to accelerate architecture implementations and routes non-technical issues for removal by the appropriate party.
  • Trusted Advisor (Challenger Mindset): Respectfully challenge customers/partners when going in the wrong direction and escalate appropriately.
  • Trusted Advisor (Competitor Insights/ Differentiated Value Proposition): Understand the competitor''s architecture solutions and identify Microsoft''s strengths over competitive solutions to drive conversations with customers/partners and convince them of solution.
  • Customer Usage: Lead architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer business value. Drive efforts to ensure that the customer''s environment and applications are well-architected.

Language Qualification:

Fluent in reading, writing in Mandarin, Cantones and English. Korean and Japnaese are better to have.

Strong presentation skills

Leader role experience or any related to role experience is must to have. This role requires to discuss cybersecurity related to discusion with cutsomer execuve level and comprehensive view will be needed, seniority and strong communication skill is must to have.

Technical Expertise:

At least 10 years of experience working directly with customers in any of the following: providing technical readiness and training, delivery of support services, on-premises and remote technical support, solution development, account management, technical requirements gathering.

Extensive working experience with Security in the context of Cloud Computing: Infrastructure as a Service (IaaS), Platform as a Services (PaaS), and Software as a service and understanding of one or more cloud security standards and frameworks such as CIS, NIST, CSA, etc

At least 10 years of security related experience with any of the following security domain technologies:

Azure and Cloud Security Engineering

  • Azure Security,Infrastructure, Databases, Networking, Virtual Machines
  • Cyber Scurity related to experience
  • Azure Secrets and Keys
  • Azure Identity
  • Intune
  • Troubleshooting of data,logging and audit, security monitoring
  • Azure Governance and,Compliance
  • Microsoft Defender for Identity
  • Azure Sentinel
  • Microsoft Client/Server Operating Systems Security, including related services (eg Certificate Authority, authentication/authorization mechanisms, encryption, health attestation)
  • Microsoft Security recommendation experience (eg Securing Privileged Access, Credential Theft Mitigations)
  • Azure Security Services (eg Azure Advanced Threat Protection, Azure Information Protection, Azure Security Center, Azure Log Analytics)
  • Security Threat Landscape experience including advanced attack vectors and tools (eg Pass the Hash, Golden Ticket, ransomware)

Infrastructure Security experience with competitive cloud security technologies, cloud security platforms, or any of the following:

  • Cloud workload protection
  • Threat protection
  • WAF (Web Application Firewall)
  • Stateful firewall. (NG Firewall)
  • Data encryption and protection key services.
  • SIEM, and Cloud Security Analytics
  • Security Orchestration, Automation, and Response (SOAR)
  • Security Operation Center
  • Identity and Access Management

Microsoft 365 Security

  • Microsoft Defender for Office 365
  • Microsoft Defender for Endpoint
  • Compliance
  • Records Management
  • eDiscovery/Advanced eDiscovery
  • Data Loss Prevention
  • Information Governance
  • Information Protection
  • Insider Risk Management
  • Security
  • Advanced Hunting
  • Simulation Training
  • Threat Analytics
  • Investigations

Modern Management - Mobility and Security Solutions in any of the following:

Microsoft Intune;Autopilot, Desktop Analytics, Conditional Access, identity governance, Azure Active Directory (AAD), Microsoft Cloud App Security (MCAS); Advanced Threat Analytics; Defender for O365, Microsoft Endpoint Configuration Manager.

Endpoint Management Security related technologies:

  • Microsoft Enterprise Mobility Suite + Security (EMS),
  • Active Directory/Identity
  • Windows Defender Advanced Threat Protection (D-ATP)
  • Office 365 Advanced Threat Protection
  • Other endpoint security solutions and comprehensive threat protection technologies.

Other Qualifications:

  • Ability to work independently and collaboratively working in a fast-paced environment where technology and customers'' requirements can change regularly
  • Demonstrated aptitude for providing extraordinary customer service, influence, and impact while problem solving and building Customer & Partner relationships.
  • Possess a passion for continuous learning, strong problem-solving skills, critical thinking and good judgement
  • Ability to apply product & technology knowledge to improve Microsoft products and the customer experience
  • Solid understanding of client/server, networking, and Internet technologies fundamentals.
  • 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

Experience Profile:

  • 8+ years of IT experience, with minimum 3 years of experience in Infrastructure/Cloud Security related profile, experience in designing, delivering or managing information security services

Any of the below certifications

  • Certification (Any one of the certifications – Minimum)
  • CISA, CISM, ITIL, CISSP, CISM, CCSK, CCSP, CCAK, CIRSC
  • Cloud Security Certification
  • Security Certification – CEH or above
  • Certification in Microsoft 365 Security Administration or Azure Security

Knowledge, Skills and Abilities

  • The ability to teach, tailor, and take control of the technical sales process to drive specific customer actions and disrupt conventional thinking.
  • Knowledge of the cloud platform, productivity platform, identity, and multi-geography deployment strategy.
  • The ability to explain and advise on cloud security considerations, capabilities, and tools across software as a service (SaaS), platform as a service (PaaS), and infrastructure as a service (IaaS).
  • The ability to apply ingenuity, inventiveness, and imagination to the inclusive design and construction of a product, service, program, or initiative.
  • The ability to lead customer conversations on competitive cloud differentiation in compelling customer terms. This includes the ability to lead the analysis, planning, and execution of cloud migration to drive successful transitions to the cloud.
  • The ability to make a verbal message understood and to receive/understand messages during in-person or remote (e.g., telephone) interactions.
  • The ability to identify problems and review related information to develop and evaluate options and implement solutions.

Competencies

  • Technical leadership with technical Depth & Breadth
  • Advisory skills
  • Client relationship management
  • Cross-group collaboration
  • Strong communication & presentation skills
  • Value selling skills
  • Basic business acumen

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.

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Confirmed a day ago. Posted 30+ days ago.

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