OverviewM365 and M365 Security Cloud Solution Architect. At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—connected to our partners and focused on customer success. SME&C unites our Small Medium Business, Corporate, Strategy, and Partner teams to unlock large customer opportunities, backed by significant investments in AI and partner ecosystems. We are a culture of innovation, opportunity, and inclusivity offering collaboration, learning, and impact in a fast-paced, digital-first environment.ResponsibilitiesBe a trusted advisor driving Adoption and Change Management as well as business value through AI Transformation; translate customer challenges into actionable solutions with high ROI outcomes; ensure a seamless, connected experience that fosters satisfaction, loyalty, and long-term value.Drive Customer Success by leading architectural design and engaging with business and technical decision makers to 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: drive customer satisfaction and become a trusted advisor to customers and partners by leveraging AI fundamentals and M365 Copilot expertise; actively listen and challenge to drive defined Customer Success Plan outcomes; provide feedback and insights from customers/partners to relevant MS teams to enable continuous improvement.Accelerate the Customer AI Transformation journey by engaging in relevant communities, sharing expertise, contributing to IP creation, prioritizing IP reuse, and learning from others.Embrace a growth mindset: act as the voice of the customer, sharing insights, feedback, and success stories to inform internal strategy and execution.Learn-it-all: demonstrate a self-learner mindset with continuous, self-directed learning in Copilot Chat, Agents, M365 Copilot, value realization, and adoption/change management; build and maintain technical readiness aligned to CSU priorities and corporate initiatives.Responsibilities (CSA M365 and Security)Be the focal point of contact between Microsoft and customers/partners in driving M365 adoption; drive end-user adoption of Copilot per BU.Deliver Microsoft services for M365 through Unified Support contracts.Demonstrate M365 insights to showcase trends and business impact.Advise 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 impact.Conduct training sessions and develop use-cases for CxO audiences.Envision Extensibility Scenarios: design sessions and scoping for pilot, PoC, or handover for implementation.Provide feedback to Microsoft Product Group and Marketing teams.Support unblocking technical issues by collaborating with product groups and providing product insights.Support Customer Success Club and MW events by delivering sessions as a subject matter expert.Display passion for new technology and drive customer transformation; work with diverse cultures and customers.Communicate effectively with a variety of audiences, especially CxOs, and demonstrate strong presentation skills.Balance business objectives with adoption/change management and technical acumen on Copilot and agents; lead and motivate technical communities and be a public speaker.Adapt to change and maintain a continuous learning mindset.QualificationsBachelor's degree in Computer Science or equivalent.Fluent in English, Arabic, French or German; any additional language is appreciated.No relocation is possible.ExperienceRelevant experience in customer-facing roles and working with Customer Success teams.Experience in systems development, network operations, software support, IT consulting.Proven track record in planning, deploying, operating, and optimizing M365 solutions.Analytical problem solving and ability to explain complex topics to both technical and business decision-makers.Excellent verbal and written communication skills in English and at least one of French, German, Italian, or Spanish.Change management, transformation, trusted advisory, and customer focus to influence adoption of M365.Journey mapping skills; ability to design customer solutions and lead presentations, demonstrations, and design thinking workshops with BDMs and ITDMs.Relationship building with senior IT and business decision makers in large or strategic accounts, managing multiple stakeholders and achieving consensus on solutions/projects.Technical 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 indexing, and relevant cloud certifications (e.g., Microsoft 365 Certified, AI).Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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