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Microsoft Corporation Business Architect Lead for Customer Experience in Boston, Massachusetts

Come join the team creating the future of Microsoft’s Business Applications business! Microsoft’s Business Applications offerings compete in a $150B SaaS market. Dynamics 365 and Power Platform create a world-class collection of applications that Enterprise, Mid-market and Small Business customers use to power their businesses.

We compete in Sales, Marketing, Customer Service, Field Service, Supply Chain, Commerce, Finance, Low-Code and many other application markets. Microsoft’s approach to bringing data and intelligence into every application by infusing them with AI capabilities creates major differentiation vs our competition. The market and customers are responding to our BizApps portfolio with continued 40%+ YoY growth, outpacing the SaaS market.

We are looking for Business Architect Director for Customer Experience solution category. This role focuses on reinvention of business processes, which is a bold bet for Microsoft in accelerating growth in commercial cloud services. The Business Architect Director for Customer Experience will develop sales strategies to drive wins for the Dynamics 365 Sales applications. You will partner closely with stakeholders including senior leaders in the Engineering, Product Marketing, Portfolio Planning, Global Partner Solutions, Customer Success, Finance and Sales Organization to shape and execute growth initiatives to grow our business. This role gives an incredible opportunity for an experienced sales leader to identify new growth levers / solution scenarios to reach our aspirational business growth goals by gathering feedback via customer engagements to uncover new/improved solution categories with good market opportunity.

The Business Architect Lead for Customer Experience will further partner with Readiness and Sales Programs teams to prepare and land sales programs & initiatives across priority geographies and segments. More specifically, the Business Architect Lead for Customer Experience will be responsible for engaging internal key sales leaders and strategic customers around the world to ensure that Microsoft meets its desired revenue, utilization and growth targets. The Business Architect Lead for Customer Experience will create, drive and scale the necessary sales strategy, execution measurement, and business health monitoring initiatives needed to ensure that Microsoft delivers on our desired business outcomes according to both current fiscal and long-range plans.



You will formulate the growth initiatives from ideation to scale in a structured manner.

Responsibilities include:

  • Strategy Development & Evolution:Leverage Business Applications and the wider Microsoft solution portfolios, with an inclusive competitive industry knowledge to partner with Engineering, Product Marketing, Global Partner Solutions and Sales organization to develop an impactful growth initiative.

  • Shaping and articulating the idea with clarity on goals, success criteria, dependency & risk mitigations, strategy and the desired transformation approaches.

  • Assess the long-term strategic impact of the new growth areas / solution categories across the Business Applications portfolio based on market analysis, target customers or a combination.

  • Execute growth initiatives according to the plan and maturity stage of the solution category. Report progress status and escalations to leadership.

  • Evaluate strategic options around expanding product truth in a solution category via buy or build or bridge approach.

  • Closed Feedback Loop: Facilitation and delivery of closed feedback loop with key executive sponsors including Engineering and Product Marketing in collaboration with Customer Success & Global Sales organization. Own product alignment by working with the field, customers and our partners to improve our product offerings and go to market strategy.

  • Contribute to product and pricing strategy based on market insights, competitor insights and product differentiation.

  • Collaborate with Product Marketing to influence the field sellers’ desired experience in compilation of all the solution assets including the right experience in demo assets created for the field sellers.

  • Field landing & readiness: Partner with Effectiveness & Readiness leads to ensure successful rollout across the world to help land sales program initiatives, GTMs, and readiness plans.

  • Support demand generation via scale motion like running targeted sales campaigns with a clear definition of metrics, targeting the right customer segments and compensation/incentives.

  • Report your category performance to Leadership with quantitative & qualitative insights, why we win, lessons learnt from the losses and the actionable plans to correct course.

  • Customer Engagements:Provide strategy guidance to the field pursuit teams around deal orchestration, coaching on tactical execution for scale, direct engagement in early adoption opportunities, roadmap discussions or serving as an executive sponsor / chief solution advisor in strategic customer engagements.

  • Field connection & immersion: Establish field relationships via ongoing engagement to formalize connection channels, listening systems, escalation management, and field council. Help remove sales blockers from transformational deals.



We are looking for candidates with the following experience:

  • 10+ years of experience as Sales/Pre-sales Leader or a Sales/Pre-sales Manager or an Individual Sales/Pre-sales Contributor, experienced in working with customers across industries selling Customer Relationship Management solutions.

  • 3-5 years of experience selling software-as-a-service or cloud-based business applications to enterprise customers.

  • Identifying unique and complex business challenges and solutions.

  • Discover, assess, evaluate, and challenge strategic customer objectives by translating them into digital transformation opportunities.

  • Proven capability in establishing broader sales vision and strategy for a product set and mobilizing sellers to adopt best practices.

  • Credible storyteller and communicator who can articulate the value of Business SaaS Services and lead conversations with C-Suite executives and Business Decision Makers.

  • Orchestrator of large, dispersed, virtual teams composed of industry, solution, technical, licensing & legal team members.

  • Carried and exceeded quota by driving & closing enterprise deals.

Deep Understanding of:

  • Sales and Customer Experience industry trends. Articulate in the past, present and future across industries of CX transformation.

  • Major industry trends and business value outcome-based solutions approaches.

  • Competitors and related ecosystem.

  • Security, regulatory and compliance needs of global customers.

  • The most effective business value selling methodologies, practices and technologies that drive sales prospecting and sales management in complex solution selling environments

Desired Skills:

  • Strategic thinker including ability to analyze industry trends and competitive landscape.

  • Strong collaborator and community lead who can develop to the growth of a global community of technology and sales professionals for Sales workload.

  • Excels at developing strong relationships and leadership connections to understand customer needs.

  • Adept at challenging perspectives with new ideas that reframes thinking about deriving value from

Microsoft solutions.

  • Strong presentation, whiteboarding and communication skills.

  • Experience launching new products, building business (market makers) and identifying white spaces.

  • Bachelor’s degree or equivalent work experience in Business Administration or Business Management or Industry related discipline.

This role involves international travel.

Top Attributes & Characteristics:

  • Passion for technology and business.

  • Challenger mindset, take smart risks, and open to new ideas and ways of thinking.

  • Motivated and proven change agent who can drive internal and external transformation.

  • Self-aware, mature, empathetic and a good listener who can quickly understand and align with customer needs, mobilize to address them, and drive business results.

  • Strong business acumen, ability to identify and create novel policy and business opportunities.

  • Polished, self-aware, articulate corporate diplomat who can effectively represent company externally.

  • Ability to rapidly gain/build trust and confidence of potential customers and partners.

  • Highly self-motivated with a drive, initiative and capacity for hard work.

  • Calm, thoughtful executive with ability to adapt in a fast-paced and rapidly changing environment.

  • Highest ethical standards with a deep commitment to customers, partners & employees.

  • Intelligent, confident in his/her capabilities, and able to thrive in a competitive environment with other highly motivated, intelligent professionals, including a willingness and ability to challenge other leaders, accept & encourage challenge from others.

  • Strong sense of responsibility and understanding of the critical impact of meeting commitments.

  • Team player who understands how to work with others and how to motivate the existing organization to stretch.

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.