OverviewAt Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry’s most significant investments. SME&C is more than a sales organization — it’s a culture of innovation, opportunity, and inclusivity. Here, you’ll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do.Role: M365 and M365 Security Cloud Solution Architect.ResponsibilitiesBe a trusted advisor driving adoption and change management as well as business value through AI transformation. Deliver strong adoption and change management as a key pillar to support customers in realizing value and navigating their AI transformation journey. Translate customer challenges into actionable solutions aligned to high ROI customer outcomes. Ensure a seamless, connected experience that fosters satisfaction, loyalty, and long-term value.Drive customer success: Lead architectural design, engaging with business and technical decision makers to drive intent and enable sustained usage of Copilot Chat, Agents, and M365 Copilot, securing long-term customer success and renewal.Leverage Agentic AI: Use Copilot prompt engineering and Agent-building expertise to drive AI at scale.Explore growth opportunities: Partner with technical and sales teams to identify opportunities and develop tailored solutions to drive expansion and business value realization.Customer centricity and satisfaction: Act as a trusted advisor to customers and partners by leveraging AI fundamentals and M365 Copilot expertise to enable defined Customer Success Plan outcomes. Actively listen and challenge constructively to drive the best outcomes. Provide customer/partner insights back to relevant Microsoft teams to enable continuous improvement.Accelerate the customer AI transformation journey: Engage in relevant communities, share expertise, contribute to IP creation, prioritize IP reuse, and learn from others to accelerate transformation.Embrace a growth mindset: Be the voice of the customer by proactively sharing insights, feedback, and success stories to inform internal strategy and execution.Learn-it-all: Demonstrate a self-directed learning mindset in areas such as Copilot Chat, Agents, M365 Copilot, business value realization, and adoption/change management. Build and maintain technical readiness aligned to CSU priorities and corporate initiatives.Additional responsibilities as CSA M365 and SecurityBe the focal point of contact between Microsoft and customers/partners in driving M365 adoption and end-user adoption of Copilot (per BU).Deliver Microsoft services for M365 through Unified support contractsDemonstrate M365 insights to showcase trends and business impactAdvise on Adoption and Change Management plans (identify executive sponsorship, end-user targeting, content and activities)Enable and demonstrate M365 insights and dashboards to understand usage trends and business impactConduct training sessions, use-cases, and support specific for CxO audiencesEnvision extensibility scenarios: design sessions and scoping for pilots, PoCs, or handovers for implementationProvide feedback to Microsoft Product Group and Marketing teamsSupport unblocking technical issues: coordinate with product groups and provide insightsSupport Customer Success Club and MW events by delivering sessions and acting as a subject matter expertDemonstrate passion for new technology and drive customer transformationAbility to work with different cultures and customersAbility to communicate with diverse audiences, especially CxOs, with strong presentation skillsBalance business with adoption/change management skills and technical acumen on Copilot and agentsLead and motivate technical communities and be a public speakerAdapt to change and maintain a continuous learning mindsetQualificationsBachelor’s degree in Computer Science or equivalentFluent in English; Arabic, French, or German is a plusNo relocation is possibleExperienceCustomer-facing experience and experience with Customer Success teamsExperience in systems development, network operations, software support, IT consultingProven track record of planning, deploying, operating, and optimizing M365 solutionsAnalytical problem-solving skillsProven track record of building relationships with senior IT and business decision-makersAbility to explain complex topics to both technical and business audiencesExcellent verbal and written communication; fluency in English and additional languages (French, German, Italian, Spanish) is a plusChange management, transformation, trusted advisory, and customer-focused skills to influence adoption of M365 solutionsJourney mapping skills; ability to design customer solutions and lead presentations and workshopsRelationship-building with BDM and senior IT executives in large or strategic accountsAbility to manage multiple stakeholder relationships and drive value proposition consensusTechnical SkillsSubject matter expertise in at least three of the following: knowledge of Microsoft 365 workloads, tenant-to-tenant migration, M365 security and compliance, Copilot for M365 (Copilot Chat, Copilot Agent), agent creation and governance, Copilot Studio, M365 Apps (Teams, VIVA), Teams deployment, SharePoint Online & Search indexingTechnical certifications in Cloud (e.g., Microsoft 365 Certified, AI, etc.)Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration without regard to protected characteristics. If you need assistance and/or a reasonable accommodation during the application process, read more about requesting accommodations.
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