Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty. We are looking for a Global Solution Architect (CSA), specializing in Copilot, who is passionate about driving our customers’ AI transformation on the Microsoft platform. This role will be part of the Customer Success AI Business Solutions team and is designed to strategically engage in the execution of consumption within key accounts. This role will coach and collaborate with field roles and partners, executing programmatic actions that drive the consumption and AI transformation. This role will document and share best practices, ensure progress towards value realization goals, provide feedback to the Product Group, and facilitate knowledge transfer to field Customer Success Unit (CSU) teams. Additionally, the role involves partnering with field teams to identify key barriers to scaled success and driving resolution with engineering, product marketing, and sales teams.
Step into the future of business transformation with our M365 Copilot and Agents incubation team! Here, you’ll be at the forefront of innovation, working as a Global Solution Architect to shape and validate the next generation of AI-powered business solutions. You’ll collaborate with engineering and business leaders to design, test, and refine cutting-edge use cases, leveraging real-world customer scenarios to drive product-market fit and create tangible learnings for the entire organization. Your ideas will directly influence the evolution of Microsoft 365 Copilot and Agents.
What sets this role apart is its focus on incubation—where experimentation, rapid learning, and bold thinking are not just encouraged, but essential. You’ll join a select team tasked with validating early-stage solutions, capturing breakthrough use cases, and building the ROI methodology that will define the future of our platform. You’ll operate at the intersection of engineering and business, aligning with a global list of “frontier” customers and codifying best practices that will scale worldwide. If you thrive in ambiguity, love to create clarity from complexity, and want to be part of a team that’s setting the standard for how AI transforms work, we want you to help lead this journey!
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 Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging AI fundamentals, Graph API, and Copilot for M365 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. • Accelerate Value Realization: Actively engage with business and technical decision makers to drive intent, enablement and usage of Copilot for M365, securing long-term customer renewal. Galvanize technical and sales experts around additional identified opportunities to develop customer specific roadmaps that drive further growth & business value realization. • Usage (Cloud & Support) Growth: Develop opportunities to drive Customer Success business results by working with business & technical decision makers to ensure they understand Microsoft's M365 Copilot value proposition. Lead architecture design sessions on M365 Copilot, address customer questions and provide best practices for activating solution within customer environment. • Identify resolutions to issues blocking the go-live of customer success projects by leveraging deep knowledge of M365 Copilot for M365 technical subject matter expertise. Lead business & technical conversations with customers to drive value from their MS investments. Deliver all work according to MS best practices & policies and using repeatable IP. • Learn It All: Demonstrate Self Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.
Accelerate Customer Outcomes: Engage in relevant communities to share expertise, contribute to IP.
Qualifications
• Bachelor's degree in computer science, Information Technology, Engineering, Business, or related field AND 4+ years' experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting o OR equivalent experience
Preferred Qualifications • Bachelors Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting o OR Masters Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting o OR equivalent experience • 4+ years experience working in a customer-facing role (e.g., internal and/or external). • 4+ years experience working on technical projects. • Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
Agentic AI Experience with Microsoft/Google/Amazon/Open AI/Any 3rd party hands on Agents/Chat bot building skills on Microsoft copilot studio/Azure foundry/3rd party platforms
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**