[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. Apply tot his job Apply To this Job