[Remote] Cloud Solution Architect - Contact Center as a Service (CCaaS)

Note: The job is a remote job and is open to candidates in USA. Microsoft is a leading technology company dedicated to empowering every person and organization on the planet. They are seeking a Cloud Solution Architect - Contact Center as a Service (CCaaS) to work with strategic customers, ensuring their success and satisfaction with Microsoft’s CCAI solutions while driving adoption and managing customer relationships.

Responsibilities

• Monitor key metrics and proactively drive activities to ensure customer satisfaction and revenue achievement
• Work with customers to continually drive adoption of Microsoft CCAI solutions
• Act as the voice of your customers internally at Nuance + Microsoft
• Manage numerous customers at various stages of the customer lifecycle
• Understand customer experience journeys and help customers maximize their business objectives and value through Nuance + Microsoft services
• Develop and maintain long-term relationships with stakeholders in your account portfolio
• Identify risks to the customer achieving their stated business goals and work to resolve
• Partner with our Sales, Professional Services, Product Management, and Operations teams to build 'Truly Loyal' customer relationships
• Deliver customers successfully into the contract renewal process
• Nurture and protect relationships with existing clients and act as a client specialist to drive account and revenue growth
• Meet annual revenue quota for assigned accounts
• Provide forecasting guidance to finance, sales operations, business operations, and executive leadership
• Partner with Account Executive (AE) to develop strategic account plans and execute strategic and tactical actions to support account growth and revenue expansion
• Identify and drive additional opportunities resulting in new revenue expansion
• Drive adoption and growth of CCAI products by partnering with our sales and professional services team
• Lead internal account reviews with relevant internal executive leadership
• Develop a trusted advisor relationship with customer executive sponsors and influencers
• Develop an account 'Success Plan' that connects to key business outcomes and KPIs
• Provide knowledge transfer to customers on best practices to deliver measurable ROI
• Monitor and report on business objective achievements and performance KPIs
• Continually work with the customer on strategy and improvement
• Provide thought leadership within the account and partner with Account Executive to grow additional and new revenue streams within the account
• Lead and support the Executive Business Reviews (EBR/QBR) program presentations, business metrics reporting, monitor process, and lead performance analytics as needed
• Work closely with Nuance + Microsoft Sales, PS Technical & Network Services teams to jointly manage customer interactions/escalations
• Partner with marketing & Sales on customer reference program

Skills

• Bachelor's 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
• Citizenship verification due to citizenship-based legal restrictions
• Bachelor's 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 Master's 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 delivering business strategy or business outcomes deliverables
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications)
• Professional experience in a SaaS, CCaaS, or Contact Center customer success or hosted sales account management role, Artificial Intelligence (AI) experience
• Digital and voice call center experience
• Experience with Microsoft Cloud technologies and solutions
• Experience working with Voice & Web, Digital, Messaging, Security, and Biometrics solutions and technologies
• Experience handling escalations at multiple levels of customer organization, including S-Suite and C-Suite Executives
• Previously managed client accounts with high revenue impact
• Experience managing complex cross-department projects
• Proven record of achieving and exceeding revenue quota
• Enterprise sales experience working with VP and C-Level Executives
• Track record of being a solution-oriented individual who has successfully developed and managed large enterprise customer relationships
• Enjoys working closely with customers to ensure complete satisfaction
• Ability to inspire, collaborate with, and influence across large, distributed teams with diverse skills
• Proven leadership experience with the ability to motivate and direct other team members
• Thrives in a team environment and knows how to effectively leverage resources in a matrix management environment

Company Overview

• Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. It was founded in 1975, and is headquartered in Redmond, Washington, USA, with a workforce of 10001+ employees. Its website is https://www.microsoft.com.

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