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.
IP Governance Lead CSA for Support, Azure, ABS, and Security is responsible for mapping existing Skilling and IP in the Solutions Catalog to Attributes in the Partner Maturity Framework. IP Governance CSA consistently gathers feedback from Service Delivery leaders in Partner organizations and Top 50 Partner CSAMs to identify gaps in IP. Based on these gaps, the IP Governance CSA works with Global Customer Success (GCS) Global Solution Area (GSA) and Customer Service & Support (CSS) teams to develop new IP and Skilling. This role also partners closely with the Partner Success Manager (PSM) community to deliver Skilling to Partners through 1: many motion and with CSA community to deliver IP to partners. The role gathers feedback from CSAMs and Partners on IP deliveries from CSAs and Skilling deliveries from PSMs and provides that feedback to CSA and PSM role owners to identify areas of CSA and PSM improvement.
IP Governance CSA is also responsible for deeply understanding the GSA roadmap for Proactive priorities for the Solutions Portfolio and publicly available skilling collateral. In turn, the role ensures Top 50 CSP partners fully understand the roadmap for Solutions Portfolio priorities by developing bi-annual roadmap updates for Solution Areas. The role works with Practice Builder CSA counterpart to develop the CSAM Playbook for Practice Builder Action Planning by mapping deliveries to maturity attributes and strategic workload priorities. They serve as a trusted advisor to Top 50 CSA Partner CSAMs to help map skilling and IP to gaps in Partner maturity. The role identifies the most common gaps in Partner maturity and develops 1: many IP/Skilling and Agentic experiences to close gaps.
The role meets with 25% of Partner Service Delivery leaders for Top 50 CSP Partners Quarterly. IP Governance CSA is responsible for developing measures to track increase in Enhanced offtake and report monthly on progress. Other core role indicators include # of Skilling & IP developed, and # of Skilling/IP delivered to Partners. The role also develops 1: many IP governance to standardize the approach across solution areas.
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
Understand the GSA roadmap for Proactive priorities for the Solutions Portfolio and publicly available skilling collateral
Ensure Top 50 CSP partners fully understand the roadmap for Solutions Portfolio priorities by developing bi-annual roadmap updates for Solution Areas
Work with GSA teams to deeply understand the mapping of IP in the Solutions Catalog and connect IP delivery to Partner Capability & Maturity attributes in the Practice Builder Assessments
Partner with Practice Builder CSA counterpart to develop the CSAM Playbook for Practice Builder Action Planning
Serve as a trusted advisor to Top 50 CSA Partner CSAMs to help map skilling and IP to gaps in Partner maturity
Consistently gather feedback from Partners and CSAMs on gap in existing Skilling & IP. Work with GSA teams to develop new IP
Identify the most common gaps in Partner maturity. Develop 1: many IP/Skilling and Agentic experiences to close gaps
Meet with 25% of Partner Service Delivery leaders for Top 50 Partners Quarterly
Develop measures to track increase in Enhanced offtake and report monthly. Other core role indicators include # of Skilling & IP developed, and # of Skilling/IP delivered to Partners
Qualifications
Required Qualifications:
Bachelors Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, 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
OR equivalent experience.
Other Requirements:
Microsoft is unable to sponsor a work visa for this role due to the nature of the role's job duties.
Preferred Qualifications:
Bachelors Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, 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
OR Masters Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
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).
Experience building a product or program from 0 to 1 with 2k+ users
5+ years of experience working with Partners or within a Partner ecosystem
5+ years of experience working with a major cloud service provider
Hands-on experience with developing learning, onboarding, training collateral and/or Intellectual Property (VBDs, Tech Talks, etc.) for field audiences
Deep understanding of the Azure & Security Solution Plays and GTM
Familiarity with publicly available skilling across Azure and Security
Demonstrated project management, leadership, and cross-group collaboration skills
Ability to work through ambiguous situations with a can-do attitude and proactively determine creative solutions
Proven ability to secure sponsorship and support from senior executives
Experience with developing Agentic and/or Digital experiences
Experience with managing a large customer or partner program and/or benefit
Experience delivering solutions and tools within Microsoft
Desire to operate at the intersection of technology and business, spearheading organizational, operational, and technological change.
Deep understanding of cloud technology markets, trends, and dynamics
Demonstrated ability to excel in an innovative, startup-like, fast-paced environment, with rapid exploration and ability to execute
Ability to manage multiple simultaneous high-priority projects (often including project management of cross-functional v-teams).
Comfortable illustrating lessons learned and sharing subject-matter-expertise across a matrixed organization
Proven track record or delivering complex projects with matrixed V-Teams within challenging deadlines
Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
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.