With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty. Do you have a passion for Dynamics and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to grow their Customer Engagement platforms? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you! Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution. This role is flexible in that you can work up to 100% from home. 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** + Planning and delivering proactive and reactive support including onsite presence as needed. + You will work with a larger customer account team to strengthen customer relationships and to work on mobile-first cloud-first strategies that allow you to develop an immediate and long-term Customer Success Plan and Value Based Delivery for reactive and proactive needs. + You will Identify and manage customer goals and Support for Mission Critical (SfMC) opportunities across Dynamics 365 CE and Power Platform to improve the quality, consumption, and health of the customer’s messaging solution. + You will drive and participate in proactive delivery management as well as spot performance issues, analyze problems, and drive activities focused on stabilizing and optimizing your customer’s solution. + You will work with internal Microsoft support teams, account teams, product engineering and service engineering teams and other stakeholders to ensure a streamlined and efficient customer support experience. + You will apply and share lessons learned for continuous process and delivery improvement for the customer and peers. + You will engage in meetings with your customers and account teams to review Support for Mission Critical services, customer support issues, and articulate your Customer Success Plans. + You will share and gain knowledge through technical communities. + You will contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers. **Qualifications** Required Qualifications + 5+ years of Dynamics 365 CE or Power Platform related experience. + Clear understanding of how Dynamics 365 CE interacts with other technologies and platforms (e.g. Azure, Exchange Online). + Experience and confidence engaging with Senior customer resources, handling complex and challenging scenarios. + Must have outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers. + Must demonstrate strong interpersonal and leadership skills while working with diverse audiences including highly technical IT professionals, engineers, developers, and architects as well as executives and management professionals in both customer and Microsoft teams. + Must have experience leading and driving projects as well as motivating others. + Must be self-motivated, resourceful and able to handle multiple responsibilities as a Microsoft Cloud Solution Architect and Support for Mission Critical professional. Preferred Qualifications + Need to demonstrate the ability to develop strong strategic customer relationships that gain the trust and respect of customers. + Need the ability to handle critical technical issues and work in difficult support situations. + Need a proven ability to handle difficult or sensitive situations with exasperated customers. + Certification in Microsoft and competing Cloud Technologies. Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .