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The Success Program Cloud Solution Architect plays a critical role in delivering customer success engagements focused on reviewing customers cloud operations posture as well as program business alignment. This individual works closely with Customer Success Account Managers (CSAMs), client process or function owners, and technical subject matter experts (SMEs). Key Responsibilities Customer Operations posture evaluation: evaluate customers’ high‑level operations and governance posture to determine the customers’ current ability to deliver cloud successfully, identify gaps, risks, and challenges, and define a practical roadmap of how those gaps, risks, and challenges can be addressed through a series of interventions. Data Analysis: analyze client data health reports and program assessments to identify trends, insights, and actionable recommendations that help clients achieve their objectives. Combine collected assessment data with customer conversations to generate insightful reports that will generate quality Customer Success Programs with impact. Customer Engagement: foster strong relationships with client stakeholders through direct collaboration, establishing Trusted Advisor relationships and successful delivery of assigned event deliverable(s) while ensuring alignment of Success Program goals with identified client priorities and needs. Alignment of programs to commitments and business goals: drive conversations with customers to ensure their programs are aligned to contractual commitments as well as business goals, highlight potential risks, define accountability frameworks, and ensure overall alignment of customers to commitments and goals. Risk Mitigation: proactively identify potential risks related to program implementation and recommend strategies to address and overcome them. Stakeholder Collaboration: act as a key resource for technical discussions coordinating efforts between various delivery teams, Microsoft Customer Success Account Managers, and client SMEs to ensure successful outcomes. Continuous Improvement: evaluate program outcomes and recommend improvements based on industry best practices and client feedback to enhance the efficiency and effectiveness of Success Programs. Required Qualifications Education: Bachelor degree in information technology, computer science, business administration, or a related field. Experience: demonstrated experience in enterprise cloud operations and governance, cloud migrations and cloud consumption planning, client support, or similar roles involving technical discussions and customer engagement. Experience leading large cloud transformation projects or programs that involved workload migrations, risk and blocker management, and alignment with commitments and business goals. Azure Technical Acumen: minimum 300‑level technical experience in Azure solution architecture, administration, operations, and governance. Ability to engage in technical discussions with SMEs and run successful technical workshops with multiple customer stakeholders. Cost Management and FinOps: must understand basic FinOps principles and how cost optimization and management are applied to Azure environments. Data Analysis: proficiency in interpreting telemetry‑based health reports, assessments, and technical outputs to make data‑driven recommendations and strategic decisions. Communication Skills: exceptional verbal and written communication skills with the ability to clearly articulate technical concepts to non‑technical audiences and present to executive stakeholders. Advanced skills in running remote customer stakeholder workshops via Teams. Strong skills in documenting and prioritizing findings to be used by the Customer Success Team to drive successful remediation. Customer Focus: collaborative and problem‑solving mindset aimed at building customer trust and driving value realization. Organizational Skills: proven ability to manage multiple priorities, deadlines, and client engagements simultaneously. System thinking skills: ability to see the bigger picture and broader system to identify key underlying systemic issues across the customers’ organization operating model. Preferred Qualifications 300‑level technical proficiency in Azure specifically focused on cloud resiliency, Microsoft security technologies, and administration/operations of business‑critical cloud solutions. Depth in Cloud Operations, Service Management, and governance: 5‑10 years overall experience with deep expertise in cloud operations, service management, or governance. ITIL qualification is beneficial. Familiarity with the Microsoft ecosystem, including Customer Success roles and tools, is advantageous. Program management experience and working with MS Office and standardized event deliverables (e.g., Bill of Materials) to ensure consistent output of assessment and recommendation are also valuable. Knowledge of industry best practices in program implementation, stakeholder management, and customer retention strategies, as well as awareness of Microsoft ecosystem Customer Success roles and corresponding tools, are strong assets. #J-18808-Ljbffr
