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 Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Department of War / Defense or Intelligence community.
We are seeking an energetic, self-driven Adoption & Change Management (ACM) Cloud Solution Architect who can guide customers through organizational, cultural, and operational transformation as they adopt Microsoft cloud technologies. The ideal candidate excels at driving user engagement, building readiness plans, and ensuring customers realize meaningful business value from their cloud investments.
This role requires the ability to assess organizational readiness, identify adoption risks, and develop strategies that accelerate usage and long term consumption. You will partner closely with technical and nontechnical teams to deeply understand customer environments, business processes, and stakeholder expectations — then shape change management plans that ensure smooth transitions and sustained adoption.
You must be a passionate, clear communicator able to translate complex concepts into simple, compelling messages tailored for audiences ranging from end users to executives.
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
Drive positive Customer Satisfaction and become a trusted advisor to customers and partners, by leveraging Microsoft Business Applications implementation expertise to enable defined Customer Success Plan outcomes and you will actively listen and respectfully challenge to drive the best outcomes.
Provide feedback and insights from customers/partners back to the relevant MS teams including Product Groups, to enable continuous improvement.
Drive consumption and business results by providing expertise/guidance to technical and business decision makers to ensure they understand Microsoft's Business Applications value proposition and effectively drive usage and generate value from Microsoft technology investments via implementation advisory, performance efficiency and organizational/operational excellence.
Identify resolutions to issues blocking go-live or broad usage of projects by leveraging technical/functional/project management & business value subject matter expertise, delivering all work according to MS best practices & policies and using repeatable Intellectual Property (IP).
Identify growth opportunities as you leverage your knowledge of the products, services and value propositions of Microsoft Business Applications in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs.
Ensure continuous alignment and improvement of individual skills to better support and enable customers’ and Microsoft’s business goals.
Accelerate customer outcomes by engaging in relevant communities to share expertise, contributing to IP creation, prioritizing IP re-use and learning from others to help accelerate your customers transformation journey.
Lead client workshops to demonstrate product capabilities, foster client relationships and engage with client stakeholders to gather requirements, develop plans, and drive solution success.
Analyze requirements and aid in designing technical solutions to meet business goals, objectives, and functional/non-functional requirements in alignment with architectural standards.
Work with other team members and leaders to proactively identify and mitigate risks and issues, contribute best practices, and incorporate lessons learned and IP with focus on continuous improvement.
Lead change management and user adoption strategies for Microsoft Cloud solutions across multiple federal and enterprise customers.
Conduct organizational impact assessments to identify readiness gaps, deployment risks, and key success factors.
Develop and deliver adoption plans, communication strategies, training programs, and reinforcement mechanisms that drive measurable behavioral change.
Collaborate with engineering teams, program managers, and customer leadership to align adoption activities with deployment timelines and business outcomes.
Build cloud focused enablement materials, governance artifacts, and role based readiness content tailored to mission and operational needs.
Analyze usage and engagement data to provide insights and recommendations that accelerate value realization.
Communicate effectively with diverse audiences, simplifying technical concepts and driving executive level alignment on change strategy.
Qualifications
Required/minimum qualifications
• The successful candidate must have an active U.S. Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provideclearance verification information prior to an offer of employment.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance.
Troubleshooting knowledge & skills
Good understanding of ITIL/Service Management
Experience in the enterprise customer segment preferred
Demonstrate strong communication skills; ability to develop strategic ongoing customer relationships, gain trust and respect for the company
Strong technical writing, presentation, and training skills
Face-to-face customer engagement skills
Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
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.
Skills Required
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or a related field, plus 4+ years of relevant cloud, infrastructure, IT consulting, systems administration, network operations, software development, architecture, or consulting experience; equivalent experience accepted.
- Active U.S. Government Top Secret security clearance.
- Ability to pass Microsoft, customer, and government security screening requirements, including the Microsoft Cloud background check.
- U.S. citizenship verification.
- Bachelor’s degree plus 8+ years of relevant experience, or a master’s degree plus 6+ years of relevant experience, or equivalent experience.
- 4+ years of experience in a customer-facing role.
- 4+ years of experience working on technical projects.
- Technical cloud certification, such as Azure, Amazon Web Services, Google, or security certification.
- Troubleshooting knowledge and skills.
- Good understanding of ITIL or service management.
- Enterprise customer experience.
- Strong communication, technical writing, presentation, training, and face-to-face customer engagement skills.
Microsoft Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Microsoft and has not been reviewed or approved by Microsoft.
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Healthcare Strength — Health coverage is described as comprehensive, with preventive care coverage, vision options, and annual out-of-pocket limits. Feedback suggests medical, mental-health, and disability support are a major strength of the package.
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Parental & Family Support — Family support is expansive, including parental leave, family caregiver leave, child-care assistance, family concierge services, fertility options, and college-advising support for eligible employees. Feedback suggests these benefits meaningfully ease caregiving and family planning demands.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include counseling and employee-assistance services, wellness reimbursements, product discounts, and charitable-matching programs. Feedback suggests these extras complement core benefits and support day-to-day quality of life.
Microsoft Insights
What We Do
At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. Our mission is grounded in both the world in which we live and the future we strive to create. Today, we live in a mobile-first, cloud-first world, and the transformation we are driving across our businesses is designed to enable Microsoft and our customers to thrive in this world.
