Job Description

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.

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 mission of the Customer Success Unit organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join the CSU and help us build a future where customers achieve their business outcomes faster with technology that does more, leveraging your business and technical expertise, you will support customers get value from their MS investments such as M365 Enterprise solutions and Unified support investments.

The Microsoft Copilot has taken the World of AI driven productivity by storm and if you want to be a part of shaping the future, this is an opportunity for you to work on the most cutting edge technology!

We are looking for a Cloud Solution Architect (CSA), specializing in AI solutions, who is passionate about driving our customers’ AI transformation journey with Copilot Chat, Agents, and M365 Copilot, able to work and influence CXOs This is a customer-facing role that serves as a strategic trusted advisor and technical subject matter expert, accelerating AI adoption and change management by creating business value and ROI. This role is flexible in that you can work up to [50% from home].

Are you looking to join a team where you help customers use the latest Copilot solutions, where you receive cutting edge training and where you´re empowered to make a difference? Can you learn to drive the highest technical quality and put the customer at the center of everything you do? Do you want to use best-in-class productivity technologies and tools to collaborate anywhere and in the most efficient way? If so, the position is for you! We need enthusiastic people to provide technical leadership to our enterprise customers. We need you to assist them on their digital transformation journey and ensure they leverage the power of M365 Copilot, Copilot chat and agents by getting the right tangible business value and the ROI!

Responsibilities

• Be a trusted advisor driving Adoption and change management as well as business value through AI Transformation Be the trusted advisor to deliver strong Adoption and Change Management as a key pillar to support customers in realizing value and navigating their AI transformation journey.Create business value by translating customer challenges into actionable solutions aligned to high ROI customer outcomes. Ensure a seamless, connected experience that fosters satisfaction, loyalty, and long-term value.
• Drive Customer Success Lead architectural design, engaging with business and technical decision makers to drive intent and 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: Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging AI fundamentals and M365 Copilot 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 Customer AI Transformation Journey Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-use, and learn from others to help accelerate your customer’s AI transformation journey.
• Embrace a growth mindset: Act as the voice of the customer by proactively sharing insights, feedback, and success stories to inform internal strategy and execution.
• Learn-it-all: Demonstrate a self-learner mindset through continuous, self-directed learning in areas such as Copilot Chat, Agents, M365 Copilot, business value realization, and adoption and change management. Build and maintain technical readiness aligned to Customer Success Unit (CSU) priorities and corporate initiatives.

Additional information on responsibilities as CSA Copilot:

• Be the focal point of contact between Microsoft and customer/partner in driving M365 Copilot adoption, drive end-user adoption of copilot (per BU).
• Deliver Microsoft services for Copilot through Unified support contract
• Demonstrate Copilot M365 insights to showcase trends and business impact
• Advisory on Adoption and Change Management Plan (identify exec sponsorship, end-user targeting, content and activities)
• Enable and demonstrate M365 Copilot insights and dashboard to understand usage trends and business impact
• Training sessions, use-cases and support specific for CxO
• Extensibility Scenarios: envisioning, design session and scoping for pilot, PoC or handover for implementation.
• Feedback loop to Microsoft Product Group and Marketing team
• Support unblocking technical issues : work with product group, provide feedback and product insights
• Support Customer Success Club and MW events by delivering sessions and acting as a subject matter expert

Qualifications

What we are looking for

• Passion for new innovative technology and drive customer transformation
• Strong project management skills
• Ability to work with different cultures and customers
• Ability to communicate with a variety of different audiences especially CxOs and strong presentation skills.
• Demonstrate effective balance between business with excellent adoption and change management skills and technical acumen on Copilot and agents.
• Ability to lead and motivate technical communities and be public speaker
• Ability to effectively recognize and adapt to change and in constant learning mode.

Qualifications 

• Strong years of experience working in a customer-facing and working with Customer success teams
• Proven track record in successfully planning, deploying, operating, and optimizing M365 solutions.
• Minimum 6 Years’ Experience in systems development, network operations, software support, IT consulting
• Bachelor's degree in Computer Science or equivalent.
• Analytical Problem Solving
• Proven trach record of building relationships with senior IT and business decision makers
• Ability to explain complex topics in ways that can be understood by technical and business decision makers.
• Exceptional verbal and written communication skill and fluency in French and English
• Change Management, transformation, trusted advisory, and customer focus skills to influence on Consumption/Adoption M365 Customers
• Journey Mapping Skills: Be the M365 Copilot subject matter expert with the ability to design customer solutions, lead presentations, demonstrations, and design thinking workshops with both BDMs and ITDMs
• Relationship Building: Proven track record of building deep relationships with BDM & senior IT executives in large or highly strategic accounts. Experience in managing various stakeholder relationships, leading value proposition conversations to get consensus on solution/projects.

Technical   

Subject matter expertise in at least three of the following:  

• Large scale Microsoft 365
• M365 Security and compliance
• Copilot for M365, Copilot chat
• Agents creation and governance (min through M365, Copilot Studio)
• Copilot Studio
• M365 Apps (esp Teams, VIVA)
• Teams deployment
• SharePoint Online & Search indexing
• Technical Certification in Cloud (e.g., Microsoft 365 Certified, AI, …).

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.