Customer Experience - Scale Architect at Microsoft

, , United States -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

203600.0

Posted On

17 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement, Change Management, Project Management, Data Analysis, Business Intelligence, Azure, AI Transformation, Relationship Management, Program Management, Communication Skills, Strategic Planning, Problem Solving, Collaboration, Customer Success, Analytics, Leadership

Industry

Software Development

Description

Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. The Majors Acceleration Team (MAT) within CE&S is focused on accelerating Majors growth in consumption and usage, prioritizing Customer Health, Azure Consumed Revenue (ACR) and Copilot adoption by activating Unified, programs and partners as enablers to scale. Do you have a passion for developing new approaches that solve challenging customer scenarios and translating these solutions into scalable and reusable approaches through our field execution teams? Can you envision a long-term strategy to help drive execution and accelerate Majors customer success? Do you have a record of accomplishments in employing business and organizational skills, orchestrating across MCAPS Corp and the field (GES, CSA, CE&S, SE&O and GPS) to deliver pragmatic and innovative solutions on time? Are you a growth-minded leader who provides clarity, inspires change and creates energy across a broad base of teams, groups, customers and communities? If so, this role might be ideal for you. We are seeking an experienced Customer Experience - Scale Architect to formulate, frame and help our fields execute for our fast growing segment of accounts: Majors. In this role, you will collaborate deeply with our sales and partner organization to drive Azure consumption and AI Transformation for Enterprise Majors. You will amplify existing field Azure and Modern Work (Copilot) motions with an eye on successfully scaling throughout Majors; and share learnings to innovate for our customers and field teams to unlock AI opportunity and realize greater value. Majors is about scale and speed. 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 • Apply technical acumen to drive ideation, planning, and operationalization of Majors business strategies, accelerating Azure and Copilot adoption in alignment with organizational objectives of AI Transformation. • Establish and nurture field relationships across MCAPs to proactively identify, prioritize, and resolve customer onboarding and adoption challenges, particularly for Azure. • Demonstrate program value, communicate business impact, and inform decision-making at all levels by leveraging data and performance metrics (including Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) • Demonstrate versatility and adaptability in rapidly evolving business and organizational environments, using strong analytical skills to distill key insights - even from incomplete data - to guide strategy and execution. • Utilize broad knowledge of consumption and usage trends across Cloud & AI Platforms, AI Business Solutions, and Security businesses to identify opportunities, mitigate risks, and support field teams with programmatic strategies. • Land and champion Unified & Enhanced Solutions execution in Majors to maximize customer support coverage for a seamless cloud AI transformation. • Manage programs and deploy strategies to the field teams, advocating for continuous feedback loops to improve programs and motions for better support and results for Major customers. • Demonstrate executive presence to build confidence and trust with Corp and field teams, collaborating across a variety of customers, partners, and internal stakeholders, utilizing strategic direction from leadership to create and execute plans that shift priorities to new initiatives and influence organizational behavior. • Collaborate closely with data teams to enhance reporting and insights mechanisms, share progress, report success metrics, and track adoption with the organization and stakeholders. • Act as an evangelist for a healthy customer from Resiliency and Security perspective by understanding the scale approach, its landing to Major segment, blockers, and feedback into core to improve the programs and motions. Qualifications Required Qualifications: Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience. Other Qualifications: 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 US 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. Preferred Qualifications: Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 6+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience. 4+ years of experience independently identifying and implementing scalable process improvements or workflow enhancements, with a track record of self-directed problem-solving and cross-functional influence. 4+ years of experience using data analysis or business intelligence tools (e.g., Excel, Power BI, Tableau) to inform strategic decisions, optimize business processes, and drive measurable outcomes across portfolios or customer segments. Demonstrated executive communication skills, with the ability to craft and deliver concise, high-impact messaging tailored for senior leadership—translating complex strategies into clear narratives that drive alignment and accelerate decision-making. Brings strategic data fluency and customer-centric innovation by interpreting customer experience data and telemetry to identify trends, inform decisions, and shape scalable, high-impact solutions grounded in voice-of-customer insights. Exhibited change leadership in complex tech environments, with a proven track record of driving transformation across cloud and AI-driven platforms like Azure and M365 Copilot—navigating ambiguity and aligning teams through vision and influence. Prior experience leveraging cross-functional influence and global collaboration to align diverse stakeholders—including engineering, marketing, and field teams—toward shared goals, while building relationships across cultures and geographies to ensure program success. Customer Experience IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $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 $148,400 - $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.

Responsibilities

The role involves driving ideation, planning, and operationalization of business strategies to accelerate Azure and Copilot adoption. It also includes establishing relationships to resolve customer onboarding challenges and managing programs to improve customer support.