Step into a role where your ideas spark innovation and your impact is felt every day. As the AI Business Solutions Customer Success Lead in the Customer Success Unit, you will lead a team of high‑performing cloud solution architects to transform customers into Frontier AI organizations on the Microsoft cloud. You help customers imagine what is possible with Responsible AI, Copilot, Agents, and the broader Microsoft platform, and translate that vision into pragmatic roadmaps that deliver measurable business value.
In this role, you will shape how customers harness Copilot, agent-based solutions, and Power Platform to transform the way their organizations work. You will set the customer agenda for frontier artificial intelligence transformation, partnering with senior stakeholders to translate strategic business priorities into agentic transformation, workflow redesign, and business process innovation grounded in Copilot and Power Platform capabilities. You will accelerate adoption, usage, and consumption of these solutions by showcasing the Microsoft platform and frontier tools, demonstrating tangible value, and ensuring customers realize measurable business outcomes from their investments. You will lead and coach a high-performing team of Cloud Solution Architects, guiding them to deliver impactful customer engagements, build technical and business credibility, and scale repeatable patterns across accounts.
At Microsoft, our mission to empower every person and every organization on the planet to achieve more guides how we partner with customers to deliver trusted, impactful solutions. With a growth‑mindset culture, we innovate responsibly and measure success by shared progress, people, teams, and customers. Join us to do meaningful work that changes the world and helps shape what’s next for everyone.
Responsibilities
Business Impact
- Drive proactive cross‑solution opportunities for consumption, usage, and Unified expansion (especially enhanced solutions) based on clear business value and a deep understanding of the Microsoft value proposition, empowering cloud success, strengthening security and resiliency, and advancing AI innovation.
- Hold the team accountable for delivering solutions in line with company methodologies and value‑based deliverables, ensuring customers are prepared for operational readiness and achievement of their business goals and targets.
- Guide highly complex and impactful customers towards secure, resilient, AI‑enabled, cost‑ and performance‑optimized cloud architectures, increasing retention, expansion, and long‑term value realization.
- Anticipate, identify, escalate, and mitigate business and technical blockers using appropriate tools, governance, and risk management practices, defining and implementing recommendations to resolve senior technical decision‑maker escalations.
- Drive operational excellence across all sales and delivery stages, including pipeline health, execution discipline, and tools of record, continuously prioritizing work against customer impact and business objectives.
- Use market insights and demand signals to shape change management, Unified consumption plans, and value‑based offers that accelerate adoption and deliver measurable business outcomes.
Customer Centricity
- Lead the team in proactively advocating for customers, using strategic consulting, active listening, and constructive challenge to translate complex customer problems into solutions aligned with Microsoft’s product and platform strategy.
- Build, foster, and maintain trusted relationships with senior technical and business decision makers, including Chief Information Officer, Chief Information Security Officer, and other C‑suite leaders, bridging security, compliance, operational, and risk requirements to influence customer strategy.
- Leverage deep customer and industry insight to define conditions of success, articulate Unified value and consumption plans, and ensure a seamless, connected customer experience across the Customer Success Unit and Microsoft account teams.
- Anticipate and address customer dissatisfaction and confidence issues by leading customer confidence calls, mobilizing the right Microsoft resources, and executing strategies that improve experience, value realization, and transformation velocity.
- Act as the voice of the customer into Engineering and Product Offerings by aggregating feedback, recognizing patterns across customers and industries, and presenting compelling business cases and architectures that influence product roadmaps and prioritization.
People Management
- Lead a team of people managers and senior architects, delivering success through empowerment and accountability by modeling our culture and values, coaching for clarity and impact, and caring deeply about individual growth and well‑being.
- Define team objectives and outcomes that align to Customer Success Unit and segment priorities, enabling success across boundaries and helping the team adapt and learn in a rapidly evolving AI and cloud landscape.
- Attract, develop, and retain diverse, high‑performing talent; understand each individual’s capabilities and aspirations; and invest in career development, mentoring, and succession planning.
- Ensure managers lead through model, coach, and care, driving clarity on expectations, empowering decision making, and reinforcing a culture of inclusion, learning, and continuous improvement.
- Direct and inspire virtual teams across Microsoft, orchestrating cross‑functional collaboration to close delivery gaps, scale improvements to intellectual property and processes, and raise overall quality and impact of customer engagements.
Technical Leadership
- Provide thought leadership on secure, resilient, AI‑enabled architectures and frontier AI patterns, guiding the team and customers on how to adopt Microsoft cloud, Copilot, and AI capabilities to transform business processes and operating models.
- Lead the identification of delivery gaps and recurring technical patterns, and connect insights across customers and technologies to drive changes to products, intellectual property, tools, and methodologies that scale across the portfolio.
- Shape and evolve Microsoft’s structured frameworks and methodologies for cloud and AI adoption, contributing to and developing new intellectual property, including reusable patterns, accelerators, and reference architectures.
- Represent Microsoft’s technology vision as an industry‑leading expert through external and internal presentations, events, and communities (such as conferences, technical meetups, webcasts, or blogs), and build an external influencer network that advances Microsoft’s position in AI and cloud.
Role‑model technical readiness and continuous learning across priority solution areas, security, resilience, and AI, leading readiness, mentoring, coaching, and upskilling activities that raise the bar for the broader technical community.
Qualifications
Required/Minimum Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 10+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
- 5+ years people management experience, including managing consultant practice managers, technical sales managers, technical architect managers, and/or people managers.
Preferred Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 15+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, 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 12+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
- 8+ years experience working in a customer‑facing role (for example, internal and/or external).
- 8+ years experience leading technical projects, teams, or functions.
- Technical Certifications and/or experience in Cloud and AI (for example, Azure, Amazon Web Services, Google, Anthropic, OpenAI).
8+ years people management experience, including managing consultant practice managers, technical sales managers, technical architect managers, and/or people managers.
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.
