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About the Role

The Customer & Commercial Success (CCS) organization drives Microsoft's commercial strategy execution, aiming to accelerate customer value and enhance the end-to-end customer experience. This role focuses on supporting large enterprise customers with their Azure deployments, improving solution stability and performance through proactive services and incident resolution.

Responsibilities

Lead highly complex customer engagements by delivering secure, resilient, AI-enabled solutions, removing blockers, managing risks, resolving executive-level escalations, and accelerating adoption, consumption, and long-term business value realization.
Serve as a trusted advisor to C-suite leaders and technical decision-makers, shaping technology strategy, advocating for innovative solutions, aligning Microsoft capabilities to business outcomes, and driving transformation through strategic guidance and industry expertise.
Act as the voice of the customer across Microsoft, influencing product direction, solution roadmaps, and service offerings while proactively identifying cross-solution growth opportunities, driving consumption expansion, and strengthening customer and partner relationships.
Lead technical communities, mentor and develop talent, drive innovation and intellectual property creation, influence Microsoft frameworks and methodologies, and represent Microsoft's technology vision through industry events, executive engagements, and scalable best practices.
Plan and deliver proactive and reactive support including onsite presence as needed.
Work within a larger virtual account team to strengthen customer relationships and work on mobile-first, cloud-first strategies for immediate and long-term service delivery plans.
Identify and manage goals and opportunities across Azure to improve customer solution health, performance, and availability.
Drive and participate in proactive delivery management, spot performance issues, analyze problems, and provide solutions to meet customer needs.
Work with support teams, account teams, product engineering teams and other stakeholders to ensure a streamlined customer experience.
Apply lessons learned for continuous process and delivery improvement for the customer.
Engage in meetings with customers and account teams to articulate service offerings.
Share and gain knowledge through communities.
Contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.

Requirements

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 7+ 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.
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 12+ 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 8+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
6+ years experience working in a customer-facing role (e.g., internal and/or external).
6+ years experience leading technical projects.
Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
Breadth of technical experience and knowledge, with depth / Subject Matter Expertise in 2 or more of the following Azure IaaS areas is expected: Auzre PaaS, AVD, Networking, Compute, High availability and disaster recovery features for IaaS components.
Experience with Identity, or Azure Security is a plus.
Experience in systems management, network operations, software support, IT consulting, or related roles.
Solid understanding of client/server, networking, and Internet technologies fundamentals.
The ability to handle customer critical issues and work in difficult situations.
Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.
Excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations, lead projects and motivate others.
Ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive account management.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role.
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Skills

Azure
Cloud/infrastructure technologies
IT consulting/support
Systems administration
Network operations
Software development/support
Technology solutions
Practice development
Architecture
Consulting
Customer-facing roles
Technical project leadership
Cloud technical certifications (Azure, AWS, Google)
Security certifications
Azure IaaS (PaaS, AVD, Networking, Compute, High availability, Disaster recovery)
Azure Security
Identity management
Systems management
Client/server technologies
Networking fundamentals
Internet technologies fundamentals
Customer service
Oral and written communication
Interpersonal skills
Strategic relationship development

Location

Canada

Work Type

Onsite
Full-time

Experience Level

7+ years
12+ years
8+ years
6+ years

Education Level

Bachelor's Degree
Master's Degree

Salary/Compensations

CAD $128,000 - CAD $222,400 per year

About the Company

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.

Equal Opportunity

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.