Senior Solution Engineer - Customer Experience

Overview

The mission of Microsoft Business Applications is to help our customers digitally transform their businesses to drive new sources of revenue, create new and engaging ways to serve their customers, and to transform the way in which their business runs to drive new levels of profitability for their organization.

At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team-one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry's most significant investments. Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation.

As a Senior Solution Engineer - Customer Experience, you will lead AI transformation engagements with a focus on Sales and Service domain expertise.

Your role involves owning the technical win strategy and supporting AI Business Process Digital Sales Specialists (DSS) by forming strong relationships with C-Suite executives, Business Decision Makers (BDMs), and Technical Decision Makers (TDMs) such as CIOs, CTOs, and IT Leaders. You will help them achieve their goals for product proficiency, roadmap, and competitive discussions to secure technical decisions.

In this role you will advance pipeline by assisting the Solution Specialist in qualifying the deal, developing the strategy and inspiring the Business Decision Maker/Technical Decision Maker. You are responsible for designing the solution and delivering an industry-aligned demonstration to the customer. You will engage partners for co-sell and implementation considerations, engineering to assist with emerging technologies and Customer Success Unit for deal support.

The demo will focus on solving the technical proof requirements while highlighting our business value and competitive differentiators and should result in securing the customer's solution design endorsement.

We will be hiring for two Senior Solution Engineers, one focused on Sales & Marketing and another focused on Customer Service and Contact Center (CcaaS).

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

Build Strategy

* Acts as the voice of the customer (VOC) by driving new feedback, blockers, insights, and resources (e.g., unified action tracker [UAT], technical feedback platform) across territories so they can be added and prioritized. Represents the customer to product teams (e.g., Engineering) to shape products and services by providing insights across the territory.

* Captures core customer compete knowledge across solution areas and delivers back to product and engineering teams to enhance team capabilities and develop compete strategies.

* Provides strategic, technical, and partner input based on Microsoft capability to contribute to strategy development, leveraging partner and competitor knowledge.

Scale Customer Engagements

* Uses knowledge of customer context, cross-solution, or portfolio expertise, and technical and market/industry knowledge to build credibility with customers individually or at scale.

* Leverages knowledge of programs and investments (e.g., Microsoft Technology Center [MTC], exec briefing center, partner workshops) and proactively engages with engineering, product, and support teams to remediate blockers.

* Helps ensure consistency and quality of engagements through adherence of standards and best practices (e.g., managed service provider [MSP], managed certified professional [MCP]). Utilizes common sales and delivery methodology for the Microsoft sales organization to identify and engage customers in new opportunities. Actively seeks and incorporates feedback on customer impact to increase capabilities.

Scale Through Partners

* Engages in partner sell-with scenarios by acting as liaison between the partner and team and shares visibility on partner resources and processes. Supports the development and maintenance of relationships with pre-sale team and partners. Self-identifies and selects top 5 to 10 go-to partners on proactive and early engagement in opportunities.

Solution Design and Proof

* Presents, applies, and customizes architecture patterns to partners or customers or businesses and drives cross-workload support for Microsoft Solutions.

* Applies and customizes existing demonstration assets. Demonstrates and oversees demonstrations (e.g., pre-built demos, architectural design sessions [ADS], proof of concept [POC] sessions with partners) of solutions based on multiple Microsoft products through…