Cloud & AI Platforms Chief Architect - CTJ - Top Secret

The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or intelligence community.

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

Customer Centricity

• Gathers customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape), and maps architecture and digital transformation solutions to customer/partner business outcomes. Acts as the voice of the customer (VOC)/partner by driving new feedback, insights, and resources across internal teams to add and prioritize. Represents the customer/partner to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Advocates for the customer/partner at all opportunities and shares customer success stories with the wider internal team.
• Develops and expands existing impactful relationships with customer and partner architects and technical specialists, technical decision makers (TDMs), and business stakeholders. Receives and synthesizes data about customer/partner business and technical requirements, addresses them with technical architecture(s), and demonstrates and proves those solutions' capability and value through design collaboration sessions with the customer/partner. Contributes to and understands how work aligns with customer success plan and meets customer/partner needs by partnering with the appropriate internal teams and resources to deliver customer outcomes. Supports customer skilling by delivering as a trusted technical advisor to ensure customer readiness by facilitating technical discussions and enabling operational health and cloud readiness. Assesses and transfers knowledge to close customer skill gaps.
• Guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to improve experience, value realization, and acceleration of customer transformation. Actively listens and respectfully challenges customers/partners when going in the wrong direction, presents insights and alternatives, and takes action appropriately.

Customer Impact

• Participates in proactive delivery, spots performance issues, analyzes problems, develops solutions to meet customer needs (including skilling needs), represents them. Engages in strategic service delivery planning, in partnership with the account team, to improve targeted customer relationships and support accurate customer contact for surveys.
• Gathers customer impressions of products and services and integrates this feedback into decision making and service delivery planning.
• Seeks information about the underlying needs of customers and recommends service delivery to meet those needs. Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats.
• Understands customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly. Provides the most effective method of service delivery by analyzing trends and common themes across customers. Builds plans that consider potential obstacles and immediate and long-term consequences.
• Demonstrates expertise in a specific solution, or several products, feature functions, or services. Provides stakeholder assistance throughout deployment to avoid/resolve technical issues.

Business Impact