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Responsibilities
Act as a Subject Matter Expert (SME) supporting the Success Programs Foundations team, with a primary focus on the Unified Onboarding, Renewals portfolio, and Success Programs for Partners (UfP). Drive technical alignment and execution across the service lifecycle by ensuring solution design, delivery models, and operational frameworks are aligned with evolving business priorities and program objectives.
Demonstrate thought leadership and subject matter expertise across integrated service components, developing IP and delivery guides, influencing design and delivery quality, and enabling others through strategic guidance.
Drive positive Customer Satisfaction and become a trusted advisor, providing feedback & insights from customers/partners as you develop and expand impactful relationships with key stakeholders (CSAM strategy teams, Engineering, product group, etc.) .
Provide direction to TDMs and build the bridge between TDMs and Business Decision Makers (BDMs).
Develop opportunities to drive Customer Success business results and help Customers get value from their Microsoft investments.
Support team awarness and skilling based on area demands & Customer Success goals, share expertise in relevant communities, contribute to IP creation & reuse, and connect gaps and patterns across business and technology areas.
Partner with other CSAs, CSAMs, and Product Groups to drive unified delivery and technical excellence.
Qualifications
Required Qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field 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 equivalent experience.
Preferred Qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ 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, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
OR equivalent experience.
4+ years experience working in a customer-facing role (e.g., internal and/or external).
4+ years experience working on technical projects.
Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
Proven customer-facing experience — ideally as a CSAM, or alternatively as a CSA or equivalent customer‑engagement role.
Service Architecture & Business Process Design Experience
Cross‑team orchestration (engineering, program, field, vendor partners)
Extensive experience within Microsoft support environments, with a clear understanding of end-to-end support delivery models, escalation paths, and customer lifecycle touchpoints. Able to connect support insights with proactive programs to improve customer outcomes and experience.
Proven experience working with and leading engagements involving Microsoft partners, with a solid grasp of partner delivery models, incentives, and operational constraints. Able to effectively integrate partners into scalable delivery motions such as Unified for Partners (UfP).
- Solid process and end‑user documentation skills, including creation of service diagrams, process flows, and Technical Requirements Documents (TRDs).
- Ability to write clear, concise, technically accurate content for engineering, field teams, and delivery partners.
Proven written and verbal communication skills, with the ability to clearly articulate business and technical requirements to leaders, engineering teams, field organizations, and vendor partners.Skilled at simplifying complex concepts, facilitating cross‑team discussions, and influencing alignment across diverse stakeholders.
Microsoft Ecosystem Knowledge: Understanding of Microsoft’s Customer Success roles, delivery models, and tooling (e.g., Service Hub / Engage Center, ESXP, CSU roles templates).
Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 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
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
