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Microsoft · 1 day ago

Customer Experience - Scale Architect

United States

Full-time

Remote

Senior Level, Lead/Staff

$117K/yr - $204K/yr

8+ years exp

Microsoft is a global leader in technology and innovation, and they are seeking an experienced Customer Experience - Scale Architect to enhance customer engagement for their Majors segment. This role involves collaborating with sales and partners to drive Azure consumption and AI transformation, while ensuring seamless execution of customer success strategies.

Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Apply technical acumen to drive ideation, planning, and operationalization of Majors business strategies, accelerating Azure and Copilot adoption in alignment with organizational objectives of AI Transformation

Establish and nurture field relationships across MCAPs to proactively identify, prioritize, and resolve customer onboarding and adoption challenges, particularly for Azure

Demonstrate program value, communicate business impact, and inform decision-making at all levels by leveraging data and performance metrics (including Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs])

Demonstrate versatility and adaptability in rapidly evolving business and organizational environments, using strong analytical skills to distill key insights - even from incomplete data - to guide strategy and execution

Utilize broad knowledge of consumption and usage trends across Cloud & AI Platforms, AI Business Solutions, and Security businesses to identify opportunities, mitigate risks, and support field teams with programmatic strategies

Land and champion Unified & Enhanced Solutions execution in Majors to maximize customer support coverage for a seamless cloud AI transformation

Manage programs and deploy strategies to the field teams, advocating for continuous feedback loops to improve programs and motions for better support and results for Major customers

Demonstrate executive presence to build confidence and trust with Corp and field teams, collaborating across a variety of customers, partners, and internal stakeholders, utilizing strategic direction from leadership to create and execute plans that shift priorities to new initiatives and influence organizational behavior

Collaborate closely with data teams to enhance reporting and insights mechanisms, share progress, report success metrics, and track adoption with the organization and stakeholders

Act as an evangelist for a healthy customer from Resiliency and Security perspective by understanding the scale approach, its landing to Major segment, blockers, and feedback into core to improve the programs and motions

Qualification

AzureAI TransformationData AnalysisProject ManagementChange ManagementBusiness Intelligence ToolsExecutive CommunicationCustomer EngagementRelationship ManagementCross-Functional Influence

Required

Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management + OR equivalent experience

Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local US government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport

Preferred

Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 6+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management + OR Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management + OR equivalent experience

4+ years of experience independently identifying and implementing scalable process improvements or workflow enhancements, with a track record of self-directed problem-solving and cross-functional influence

4+ years of experience using data analysis or business intelligence tools (e.g., Excel, Power BI, Tableau) to inform strategic decisions, optimize business processes, and drive measurable outcomes across portfolios or customer segments

Demonstrated executive communication skills, with the ability to craft and deliver concise, high-impact messaging tailored for senior leadership—translating complex strategies into clear narratives that drive alignment and accelerate decision-making

Brings strategic data fluency and customer-centric innovation by interpreting customer experience data and telemetry to identify trends, inform decisions, and shape scalable, high-impact solutions grounded in voice-of-customer insights

Exhibited change leadership in complex tech environments, with a proven track record of driving transformation across cloud and AI-driven platforms like Azure and M365 Copilot—navigating ambiguity and aligning teams through vision and influence

Prior experience leveraging cross-functional influence and global collaboration to align diverse stakeholders—including engineering, marketing, and field teams—toward shared goals, while building relationships across cultures and geographies to ensure program success