Cloud Solution Architect - Partner Practice Development

** Overview*
* 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.

The Cloud Solution Architect (CSA) - Partner Practice Development is responsible for building thriving Customer Success Practices (CSP) in CSP Partner organizations that deliver measurable outcomes across Support, Azure, ABS, and Security Practices. This role will include end-to-end development of 1-2 Practice Builders including Reporting, Capability and Maturity Assessments, Action Planning, and Execution through MBRs with Partner stakeholders and quarterly Round tables with Partner executives.

This role will develop requirements for standard reports, build capability and maturity assessment questionnaire, Customer Success Account Manager (CSAM) Action Planning Playbook, and approach for logging CSAM & Partner commitments in Partner Success Plans. Practice Lead will consolidate partner feedback on Practice Builder experience and share it with Global Solution Area and Support teams so they can develop IP & Skilling collateral where gaps exist.

This role will also develop the CSAM playbook with clear mapping of enablement collateral (VBD, Webinar, Tech Talks, etc.) to attributes in Support Capability and Maturity Assessment

Practice Lead will work closely with GCS Global Solution Area and USG VAS teams to identify business and technical IP that is aligned with Solution Area priorities and Top Call Drivers. Once identified, the role will develop targeted skilling and solutions that can be delivered to partners to reduce Escalation Rate and Accelerate consumption and usage in the CSP business.

This role will develop a V-Team across CSS ICT, Supportability, NSDI, Product Groups, CSA, and GCS GSA teams and leverage IP, Knowledge Bases, & Best Practices to upskill partners. Practice Lead will develop 1: many and Agentic experiences to ensure optimal delivery cost structure. Practice Lead is Responsible for identifying and reporting ROI KPIs so leadership teams can consistently fine tune investment in practice building through UFP Proactive Credits.

 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*
* + Identify 4-5 beacon metrics to track Practice Building ROI monthly

+ Design standard reports that will be provided to partners prior to conducting the Capability and Maturity assessment

+ Develop the Capability & Maturity Assessment for Support, Azure, ABS, and Security Practice Builders

+ Develop the CSAM playbook with clear mapping of enablement collateral (VBD, Webinar, Tech Talks, etc.) to attributes in Support Capability and Maturity Assessment

+ Develop CSAM onboarding materials for UFP and Practice Builders

+ Develop guidance to develop Practice Builder Partner Success Plan and Monthly Partner Success Delivery Reviews

+ Identify gaps in existing IP based on Partner needs and work with GSA…