Job Description

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.

Support Mission Critical (SfMC) is a team delivering dedicated support to Microsoft’s top tier customers using Microsoft technology to build true Mission Critical applications to run their business. These Mission Critical customers are technically savvy and have good expertise in Microsoft technologies they use. The kinds of customers we deal with are companies building the banking backbones, stock exchanges and large government entities.

Within the SfMC team, we support multiple technologies and multiple products being used by our customers via a single team. We are building a dedicated team with diversified skill set so we can deliver an excelled support experience to our customers, all under one roof. CSA’s on our team usually come with a depth of experience in one or two technologies. Within SMC, you will have that opportunity to expand your skill set, learn new technologies and grow your leadership in the technology you excel at, all without being isolated into a particular feature of a particular product. You will deal with high profile customers directly under the radar of executive management and may occasionally get an email or two from them directly!

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 Centricity

• Gathers customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape), and maps architecture and digital transformation solutions to customer/partner business outcomes. Acts as the voice of the customer (VOC)/partner by driving new feedback, insights, and resources across internal teams to add and prioritize. Represents the customer/partner to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Advocates for the customer/partner at all opportunities and shares customer success stories with the wider internal team.

• Develops and expands existing impactful relationships with customer and partner architects and technical specialists, technical decision makers (TDMs), and business stakeholders. Receives and synthesizes data about customer/partner business and technical requirements, addresses them with technical architecture(s), and demonstrates and proves those solutions' capability and value through design collaboration sessions with the customer/partner. Understands how work aligns with customer success plan and meets customer/partner needs by partnering with the appropriate internal teams and resources to deliver customer outcomes. Supports customer skilling by delivering as a trusted technical advisor to ensure customer readiness by facilitating technical discussions and enabling operational health and cloud readiness. Assesses and transfers knowledge to close customer skill gaps.

• Guides other team members to focus on customer/partner experience through efficient delivery. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to improve experience, value realization, and acceleration of customer transformation.

• Actively listens and respectfully challenges customers/partners when going in the wrong direction, presents insights and alternatives, and takes action appropriately.

Business Impact

• Identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices. Adapts methodology and applies governance to identify, communicate, and minimize business and technical risks. Adheres to quality assurance standards and calculates risks while ensuring excellence in the design and/or delivery of solutions. Leverages standard tools to ensure accurate engagement hygiene.

• Drives customer/partner relationships to anticipate, identify, escalate, and work to resolve technical blockers to accelerate consumption and solution implementations (e.g., by application of technical capabilities). Routes non-technical issues for removal by the appropriate party. Applies broad business and technical knowledge across various architecture or other Microsoft solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Shapes and enhances customers' requirements.

• Proactively uses knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs. Contributes to increase in consumption and aligns with Customer Success Account Management or other Account Team members on customer/partner priorities to drive growth in consumption via cost optimization, operational excellence performance efficiency, and security. Drives architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer/partner usage and consumption. Ensures that the customer/partner's application has as few points of failure as possible. Consults and provides thought leadership for technical solution design, development, and deployment and supports the customer/partner throughout implementation to achieve value outcomes and Microsoft's Customer Promise.

• Understands industry trends and the competitor's architecture solutions and identifies Microsoft's strengths over competitive solutions to drive conversations with customers/partners and convince them of solution.

Technical Leadership

• Learns new technologies or services as advised by leadership team. Aligns professional skill development with role success guidance and manager guidance. Role models effective technical readiness. Acts as a mentor and role model to junior colleagues to educate them on technical and non-technical concepts. Participates in development opportunities (e.g., Ready, Build, Ignite).

• Shares ideas, insights, and strategic technical input with technical teams, internal communities across the field, and the larger virtual team across Microsoft using a thorough knowledge of specific Microsoft products and their context in the competitive landscape. Participates in external technical community events (e.g., conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings with the internal team.

• Generates new ideas for changes and improvements to existing intellectual property (IP), technologies, and processes for designated customers/partners. Drives opportunities for IP reuse, best practice sharing, and consumption acceleration. Proactively identifies gaps through delivery and communicating those gaps to others (e.g., Leadership, managed intellectual property [MIP], Design, and Governance). Applies subject matter expertise to develop new IP that fills identified gaps.

Qualifications

Required Qualifications:

Industry experience assessing complex, business critical Dynamics CRM - Dynamics 365 Apps and/or D365 Customer Engagement on-premise environments against Microsoft good practices & supporting customers as they go-live and operate their solution.

Knowledge with tools commonly used to manage complex D365 Apps (Online)/D365 Customer Engagement (CE) implementations,

Understanding of related Microsoft technologies, including SQL, SSRS, SSIS, SharePoint, Visual Studio and .NET

Knowledge and experience in reviewing Microsoft D365 Apps/Customer Engagement performance, supportability, infrastructure design and customizations Strong problem-solving and technical leadership skills

Arabic and English language skills - business / fluency

Preferred Qualifications:

Dynamics 365 Finance & Operations, Project management, Power Platform experience is a plus.

Solid understanding of client/server, networking, and Internet technologies fundamentals

Understanding of n-tier solutions

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.