Microsoft Customer Solutions Architect 

United States 

913143318

Required Qualification

• Bachelor's Degree in Computer Science, Engineering, Supply Chain, or related field AND 2+ years experience in technical program/product management, coding, software development/delivery work
  • OR equivalent experience.
• 1+ year(s) of customer-facing experience.
• Digital advertisingexperience (Direct IO,Upfronts,Ad servers,SSP, DSP, RTB, Video players, Header Bidding, PMPs & Programmatic Guaranteed, etc.).

Additional or Preferred Qualifications

• Bachelor's Degree in Computer Science, Engineering, Supply Chain, or related field AND 5+ years experience in technical program/product management, coding, software development/delivery work or internship experience
  • OR equivalent experience.
• 2+ years of customer-facing experience.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Solution Management

• Identifies customer requirements to be integrated mapped to Microsoft technology integrated into the solution to maximize usage. With minimal guidance, identifies blockers/gaps between the current capabilities and the needs/asks from the customers and partners. Coordinates across relevant teams (e.g., product team) to provide feedback on the quality of the product.
• Supports utilization of processes and tooling to identify project and technical risks throughout the implementation lifecycle being led by the customer project team. Gathers feedback from customers and provides it to the product/engineering team on gaps, bugs, and/or other improvements to incorporate necessary changes in the product during the implementation lifecycle. With minimal guidance, conducts data modeling to help organize solution implementation plan for customers and partners.
• With some oversight, helps customers deploy features and/or services launched by engineering team by aligning deployment modules with the customers and validate the success of the deployment. With minimal guidance, may review multiple test strategies (e.g., unit, functional, performance testing) for the product and identify risks prior to product launch.

Solution Maintenance, Resolution, and Improvement

• Monitors internal data quality dashboards to determine customers and partners usage health post-launch. Helps implement a plan to bring customers to an appropriate customer health level by following standard practices and processes. Interacts with customers to ensure they are satisfied with the product. Tracks and updates internal tooling to track customer health progression and usage consumption.
• With minimal supervision, collects and encourages customer and partner feedback through various tools and identifies ways to improve deployments and products. Utilizes and contributes to enhancing dashboards and reports to help senior team members to gain insights on reasons for customer blockages. Provides feedback to process owners on identifying process improvements and enhancements.
• Manage customer success in order to prevent customer escalations. Under minimal supervision, utilizes resources to resolve escalations or escalates them to senior members or leaders within the team. With some guidance, conducts solution reviews to ensure it meets customers' needs.

Support and Relationship Management

• Supports direct interaction with customers and engineers to conduct quarterly reviews to understand customers' deployment stage. With minimal guidance, keeps stakeholders aligned throughout the fast-track journey. Learns to build relationships with customers and develop end-to-end solutions. Understands customers' needs for product customization.
• Supports field team with customer issues and flags it to product/engineering team. May determine core functionality of customer requirements and may write functional specs for engineering teams. With minimal supervision, identifies constant issues across customers and develops a feedback story to the product/engineering team. May create the customer plan for the internal teams to drive usage.
• Engages in partner enablement activities (e.g., workshops, sale interviews) to help customers learn about the product, proper usage of the products and update them on new product features and functionalities. Helps customers and partners to follow best practices and industry standards.

Community Involvement

• Supports development best practices for customer stories and product usage and of written content to build product utility in the community. With minimal guidance, may work on updating resources and producing developmental tools to enable successful use of the products by customers.

• Embody our