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Cloud Solution Architecture

hace 1 mes


San José, Costa Rica Microsoft A tiempo completo

**Responsibilities**:
Customer Centricity
- Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging M365 Enterprise Services (Teams Phone, Rooms, Devices) expertise to enable defined Customer Success Plan outcomes.
You will actively listen and respectfully challenge to drive the best outcomes
- Customer/Partner Insights: Provide feedback & insights from customers/partners back to the relevant MS teams including Product Groups, to enable continuous improvement.
Business Impact
- Contributes to increase in consumption (through success engagements and/or support delivery) and aligns with Account Team members on customer priorities to drive growth in consumption.
Creates opportunities to expand or accelerate cloud consumption (including through cloud-related managed intellectual property (MIP)) and leads these customer conversations.
Coaches others on successful contributions to cloud consumption.
- Proactively uses knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to identify opportunities to renew/grow Microsoft contracts.
Embraces and creates opportunities for learning and readiness around the upsell processes.
Builds and refines skills through initiatives (e.g., sales immersion, customer-facing skills), as appropriate.
Coaches others on upselling and tracking impact.
Technical Leadership
- Independently identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices.
Identifies common themes across customers.
Collaborates with customers/partners and internal stakeholders (e.g., Account Team members, Product Groups) to define success and future course of action.
Role models operational excellence through compliance to established processes and supporting organizational priorities through compliance (e.g., expense policies, labor logging, data protection policies/standards, standards of business conduct, tools, and processes).
Provides input/insights for improvement.
Other
- Embody our culture and values

**Qualifications**:
Required/Minimum Qualifications
- Bachelor's Degree in Computer Science, Engineering, Business, or related field AND 4+ years experience in information technology (IT) consulting/support, systems administration, network operations, software development/support, or related field
- OR equivalent experience
- 5+ years of experience in Unified Communications, Telephony, customer support, customer success management or technical discipline preferred.
- Technical experience with design, configuration and implementation of infrastructure in Microsoft Teams Meetings, Phone System, Direct Routing, Devices supporting Meeting Rooms Solutions (Microsoft Surface Hub & OEM Devices) and Calling, interoperability with 3rd party Meetings & Phone System solutions and management required.
- Knowledge of benefits of Teams vs Zoom, Webex and other competitor products and business offerings
- Understand the business transformation, and quickly pivot to how Teams can accelerate and enable that transformation
- Proven ability to map the customer's business process and needs to product capability and solution areas.
- Ability to Influence key executives and stakeholders within a customer
- Ability to work in an incubation style set up, contribute to the overall strategy and work independently.
- Desire and ability to grow and shift technical skills and aptitude as solutions evolve.
Additional or Preferred Qualifications
- Master's Degree in Computer Science, Engineering, Business, or related field AND 4+ years experience in information technology (IT) consulting/support, systems administration, network operations, software development/support, or related field
- OR equivalent experience.
- Technical certification in Cloud (e.g., Microsoft, Amazon Web Services (AWS), Google, Voice certifications).
- Unified communications/Telephony industry certifications
- 4+ years experience working in a customer-facing role (e.g., internal and/or external).
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.