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Customer Service

Company: Microsoft Corporation
Location: Sunnyvale
Posted on: June 6, 2021

Job Description:

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

Are you insatiably curious? Do you embrace uncertainty, take risks, and learn quickly from your mistakes? Do you collaborate well with others, knowing that better solutions come from working together? Do you stand in awe of what humans dare to achieve, and are you motivated every day to empower others to achieve more through technology and innovation? Are you ready to join the team that is at the leading edge of Innovation at Microsoft?

As a Business Applications Global Black Belt Technical Specialist, you will be a senior technical sales leader within our enterprise sales organization working with our most important customers. Your key objective is to leverage Challenger and Value-Based selling principles to win the technical decision of customers to purchase and use Microsoft technology.


The reinvention of business processes represents a bold bet for Microsoft in accelerating our growth in commercial cloud services. The mission of Dynamics 365 is to help each customer digitally transform their businesses to drive new sources of revenue, create new & engaging ways to serve their customers, and to transform the way in which their business runs to drive new levels of profitability for their organization. These outcomes are not realized overnight - and we must help our customers understand the Dynamics strategy, showcase our world-leading innovation, and share best practices from within and across key industries in leveraging our Dynamics 365 capabilities, in concert with our industry leading Azure and Productivity clouds, to power their business reinvention and transformation.

Your objective as a Global Black Belt Technical Specialist for Dynamics 365 Customer Service is to function as a **Contact Center Technical (SME)** to win the technical decision of retail and consumer package good customers to purchase and use Microsoft technology. In this role, you will provide world-class knowledge, skills and abilities to local sales teams to secure wins. These wins showcase how Microsoft innovation across our cloud can help customers digitally transform their businesses across the enterprise. Additionally, you are viewed as a leader in the Dynamics technical community given your required depth of technical and functional product knowledge.

As part of the Dynamics 365 Sales Team Unit, you are responsible for presenting product offerings and Microsoft solution architecture to enterprise customers in the retail and consumer package goods industry and helping position commercial cloud and enterprise application assets in a manner that differentiates company strategy. You will establish confidence and win customers' trust by proving that Microsoft is both enterprise and industry-ready to run the most critical enterprise applications. An essential part of the role is partnering with other Specialists and Technical Specialists within field sales, partners, as well as other Microsoft sales and technical sales resources, to understand customers' business pain, determine the necessary technical strategy across applications & cloud deployment, design/develop compelling solutions leveraging Microsoft technology assets that showcase the differentiated value of the Microsoft solution and map to the business outcomes that will be achieved, and to remove technical blockers that impede sales.


+ Understand retail and consumer package good customer goals and challenges and architect contact center solutions bringing together capabilities from Dynamics 365, Power Platform, Azure and M365.

+ Assist sales teams by functioning as a deep technical Subject Matter Expert (SME).

+ Understanding how to apply this expertise in the inspire, design and empower stages of evaluation. Employ value selling during this process to correlate the value and business outcomes that will be realized from our proposed solution.

+ Collaborate with the broader Business Applications field Technical Specialists and Global Black Belt Technical Specialist Communities, including Community Calls, AST, Ready, etc.

+ Participate in ongoing technical and functional readiness to maintain Business Application Contact Center Architecture Subject Matter Expertise.

+ Present Dynamics 365 technology infrastructure, including demonstrating deep familiarity with integrations, platform architecture, networking and security stack.

+ Provide feedback to sales, marketing, and engineering on current and future product requirements and competitive intelligence. Represent the voice of the customer based on deal engagement experience.

+ Attain quarterly and annual objectives defined collaboratively with management.

+ Lead and define the technical strategy from presales cycle through proof-of-concepts.



**Technical Solution Leader**

+ Demonstrated expertise and ability to integrate complex elements and customer requirements into innovative technical & functional solutions in the enterprise business applicationsspace by integrating with customer architecture required.

+ Expertise in identity, authentication, security, privacy, and compliance requirements, and experience integrating them into cloud and hybrid solutions required.

+ Proven domain authority, having enterprise customer level technical experience in the Retail/CPG Industry.

+ Strong people negotiation, organizational, presentation, writing, and verbal communication skills required. Highly skilled at communicating the differentiation of the solution to achieve business outcomes.

+ Strong leadership to influence key technical decision makers, influencers, industry decision makers and/or boards required.

+ Lead the execution of the technical engagement. Define the deal technical strategy and the execution which can include hands-on trials, POCs, security discussions, escalations and orchestration of partner, engineering and field resources.

+ Highly driven passionate person who consistently exceeds goals and expectations required.

+ Ability to lead, inspire and mentor members of the Microsoft (or similar) sales, services, and marketing organizations and Microsoft (or similar) partners required.

+ Experience and passion for learning (technical and soft skills); implementing practices from others; trying, failing and learning from that; sharing practices and knowledge for others' benefit required.

**Technical Knowledge**

+ Domain expertise of Dynamics Customer Service and Omni-Channel including first party voice, Power Virtual Agent and integration with third party voice solutions.

+ Expertise on Dataverse, PowerPlatform, Azure Synapse, Azure Services and M365 preferred.

+ Solutionsales engineer for a SaaS-based Business Applications experience.

+ Driving technical sales processes including pre-sales, trials, POCs, project management.

+ Successful track record of implementing end-to-end complex business apps and solutions preferred.

+ Successful track record of competitive displacement.

+ Familiarity of web and application server programming languages such as C#, ASP.NET, REST, SQL, HTML5, and JavaScript/jQuery (coding experience desired but not required).

+ Competitive knowledge of Retail/CPGcall center solutions.

+ Knowledge of related applications, relational database, web technology, and cyber-security.

**Consummate Professional**

+ 5-7+ years of related experience in technical pre-sales and/or technical consulting roles required.

+ Bachelor's degree or equivalent work experience in Computer Science, Information Technology, or related field preferred.

+ Certification in domain-specific technologies preferred.

+ Certification in information security preferred.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form ( .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Keywords: Microsoft Corporation, Sunnyvale , Customer Service, Other , Sunnyvale, California

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