Cloud Solution Architect - Contact Center as a Service (CCaaS) at Microsoft

, , United States -

Full Time

Start Date

Immediate

Expiry Date

25 Feb, 26

Salary

203600.0

Posted On

27 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Cloud Solution Architecture, Customer Satisfaction, Account Management, Revenue Growth, Strategic Planning, Risk Management, Client Relationships, Business Strategy, Technical Certification, Voice & Web Solutions, Escalation Handling, Enterprise Sales, Leadership, Collaboration, Performance Analytics, Customer Reference Program

Industry

Software Development

Description

Monitor key metrics and proactively drive activities to ensure customer satisfaction and revenue achievement Manage numerous customers at various stages of the customer lifecycle Develop and maintain long-term relationships with stakeholders in your account portfolio Identify risks to the customer achieving their stated business goals and work to resolve Partner with our Sales, Professional Services, Product Management, and Operations teams to build “Truly Loyal” customer relationships Deliver customers successfully into the contract renewal process Nurture and protect relationships with existing clients and act as a client specialist to drive account and revenue growth Meet annual revenue quota for assigned accounts Provide forecasting guidance to finance, sales operations, business operations, and executive leadership Partner with Account Executive (AE) to develop strategic account plans and execute strategic and tactical actions to support account growth and revenue expansion Identify and drive additional opportunities resulting in new revenue expansion Drive adoption and growth of CCAI products by partnering with our sales and professional services team Lead internal account reviews with relevant internal executive leadership Develop a trusted advisor relationship with customer executive sponsors and influencers Develop an account “Success Plan” that connects to key business outcomes and KPIs Provide knowledge transfer to customers on best practices to deliver measurable ROI Monitor and report on business objective achievements and performance KPIs Continually work with the customer on strategy and improvement Provide thought leadership within the account and partner with Account Executive to grow additional and new revenue streams within the account Lead and support the Executive Business Reviews (EBR/QBR) program presentations, business metrics reporting, monitor process, and lead performance analytics as needed Partner with marketing & Sales on customer reference program 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. Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. 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 delivering business strategy or business outcomes deliverables. Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications). o Experience working with Voice & Web, Digital, Messaging, Security, and Biometrics solutions and technologies o Experience handling escalations at multiple levels of customer organization, including S-Suite and C-Suite Executives o Previously managed client accounts with high revenue impact o Proven record of achieving and exceeding revenue quota o Enterprise sales experience working with VP and C-Level Executives o Track record of being a solution-oriented individual who has successfully developed and managed large enterprise customer relationships o Enjoys working closely with customers to ensure complete satisfaction o Ability to inspire, collaborate with, and influence across large, distributed teams with diverse skills o Proven leadership experience with the ability to motivate and direct other team members o Thrives in a team environment and knows how to effectively leverage resources in a matrix management environment 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.

Responsibilities

The Cloud Solution Architect will monitor key metrics to ensure customer satisfaction and revenue achievement while managing numerous customers at various stages of the customer lifecycle. They will develop long-term relationships with stakeholders, identify risks, and partner with various teams to drive account growth and revenue expansion.