With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

Do you have a passion for Dynamics 365 and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to grow their Dynamics 365 Finance and Operations platforms? Do you want to join one of Microsoft''s fastest growing businesses? If so, we are looking for you!

Support for Mission Critical (SfMC) is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.

This role is flexible in that you can work up to 50% from home.

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.

#CloudSolutionArchitect

Responsibilities

• Planning and delivering proactive and reactive support including onsite presence as needed (post Covid restrictions).

• You will work with a larger customer account team to strengthen customer relationships and to work on mobile-first cloud-first strategies that allow you to develop an immediate and long-term Customer Success Plan and Value Based Delivery for reactive and proactive needs.

• You will Identify and manage customer goals and SfMC opportunities across Dynamics 365 Finance and Operations platform to improve the quality, consumption, and health of the customer’s messaging solution.

• You will drive and participate in proactive delivery management as well as spot performance issues, analyze problems, and drive activities focused on stabilizing and optimizing your customer’s solution.

• You will work with internal Microsoft support teams, account teams, product engineering and service engineering teams and other stakeholders to ensure a streamlined and efficient customer support experience.

• You will apply and share lessons learned for continuous process and delivery improvement for the customer and peers.

• You will engage in meetings with your customers and account teams to review Support for Mission Critical services, customer support issues, and articulate your Customer Success Plans.

• You will share and gain knowledge through technical communities.

• You will contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.

Qualifications

• Vast experience with Dynamics 365, Finance and Operations in a technical or functional capacity. 

• Knowledge of X++ and the software development stack with regards to Dynamics 365 Finance and Operations.  

• Comfortable with basic ERP concepts and terminology (General ledger, Account payable, etc.).  

• Knowledge of the release cycle and processes for Dynamics 365 Finance and Operations. 

• Clear understanding of how Dynamics 365 Finance and Operations interact with other technologies and platforms (e.g., Azure).  

• Power Platform experience a plus (PowerApps, PowerBI, etc.).

Other Qualifications:

• Must have outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.

• Must demonstrate strong interpersonal and leadership skills while working with diverse audiences including highly technical IT professionals, engineers, developers, and architects as well as executives and management professionals in both customer and Microsoft teams.

• Must have experience leading and driving projects as well as motivating others.

• Must be self-motivated, resourceful and able to handle multiple responsibilities as a Microsoft Cloud Solution Architect and Support for Mission Critical professional

• Need to demonstrate the ability to develop strong strategic customer relationships that gain the trust and respect of customers.

• Need the ability to handle critical technical issues and work in difficult support situations.

• Need a proven ability to handle difficult or sensitive situations with exasperated customers.

• Certification in Microsoft and Cloud Technologies.

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .