Business Architect - Voice of the Customer, Evidence & Value Realization

Microsoft•,

3d•$130,900 - $272,300

About The Position

AI Business Solutions (ABS), part of Microsoft Customer and Partner Solutions (MCAPS)-Core, is hiring a leader to build and own a system connecting voice of the customer, competitive intelligence, business value realization, external customer references, and success stories. The function is intended to make customer evidence discoverable, reusable, and activated across sellers, delivery teams, and business leaders. The role reports to the ABS CVP and works directly with the CVP and leadership team. Success is measured through field activation and business outcomes, including adoption, deployment, usage, consumption, value realization, and revenue growth. The role establishes customer listening channels and feedback loops; synthesizes customer and competitive signals into actionable insights; builds a repeatable value-realization operating model; and designs and manages a governed external reference portfolio. It also owns the process for producing and activating customer success stories and evidence, supports executive communications, embeds guidance and frameworks into existing field motions, and measures adoption, usage, and business impact. AI-powered discovery, analytics, and customer intelligence are used to identify customer successes, adoption opportunities, and market signals. Microsoft describes its mission as empowering every person and organization to achieve more. The company emphasizes a growth mindset, innovation, collaboration, respect, integrity, accountability, and inclusion.

Requirements

Bachelor's degree in Business Administration, Marketing, Finance, Engineering, or a related field and 5+ years of experience in business consulting, sales, sales operations, IT, account management, business development, marketing, IT field sales, or a related field, or equivalent experience.
6+ years of experience in near-term strategy (two years out), management consulting, sales, or finance.
Proficient analytical skills, including working with adoption, consumption, and business performance data and translating it into a clear point of view.
Proficient writing and editing skills, including turning complex customer engagements into clear, credible stories with limited direction.
Experience using AI as a discovery, creative, and analytical tool, and fluency with Microsoft 365 applications and reporting platforms.
Demonstrated ability to operate amid ambiguity, exercise sound judgment, and move quickly while maintaining quality, stakeholder trust, and strategic clarity.

Nice To Haves

Master's degree in Business Administration or a related field and 5+ years of experience in marketing, strategy, sales, sales leadership, program management, project management, business planning, consulting, banking, finance, economics, and/or a partner organization; or a bachelor's degree in Business, Finance, Economics, Computer Science, or a related field and 7+ years of such experience; or equivalent experience.
Experience leading people or teams, including setting direction, coaching, and developing talent.
Experience building a customer reference, customer evidence, or voice-of-the-customer program, including its processes, governance, and systems.
Experience establishing a function from the ground up, defining its operating model, securing stakeholder adoption, and scaling it across a large field organization.
Experience in business value realization, value engineering, or customer success measurement, including defining metrics and frameworks for quantifying customer outcomes.
Experience in competitive intelligence, including producing field-ready battlecards, win/loss analysis, and seller differentiation guidance.
Experience managing external customer references at scale, including customer approvals, legal and privacy review, and reference portfolio governance.
Experience partnering directly with senior executives at CVP level and above, with the judgment and credibility to influence at that level.
Experience in cloud, AI, or enterprise technology, with an understanding of how sellers and delivery teams work and what they need to advance opportunities.

Responsibilities

Build and own the ABS voice-of-the-customer system, capturing feedback from engagements, deployments, escalations, councils, and field conversations and translating it into actionable insight.
Establish listening channels and recurring feedback loops with sellers, delivery teams, and field leaders.
Synthesize customer feedback into insights about what is working, what blocks adoption, and what customers need, and bring those insights into planning, product feedback, and go-to-market decisions.
Close the feedback loop with the field by showing how input affected decisions, messaging, or investments.
Partner with Sales, Marketing, Product, and Engineering to ensure competitive insight informs positioning, roadmap discussions, and executive messaging.
Maintain and regularly communicate a credible view of why ABS wins and loses.
Build an operating model for repeatable business value realization across the ABS portfolio.
Codify successful deployment patterns into best practices, playbooks, and reusable guidance.
Work with delivery, sales, and finance stakeholders to ensure value claims are defensible, measured consistently, and connected to renewal, expansion, and growth discussions.
Design and manage the external customer reference process, including nomination, qualification, customer approval, legal and privacy review, refresh cycles, and retirement.
Build and maintain a governed customer reference portfolio spanning industries, segments, geographies, and solution areas.
Manage reference demand while respecting customer willingness and maintaining long-term customer relationships.
Partner with Marketing, Legal, Communications, and field leadership to ensure references meet Microsoft standards and are activated in campaigns, events, and executive engagements.
Own the end-to-end process for identifying, curating, and publishing ABS customer success stories and converting wins, win wires, showcases, and demonstrations into evidence for new opportunities.
Prioritize customer stories according to business strategy and where evidence can unlock new business.
Ensure customer proof is discoverable, reusable, current, and measurable, with clear ownership and tracking of usage and impact.
Activate evidence across sellers, delivery teams, partners, Marketing, and executives.
Connect customer evidence, competitive insight, and value-realization results into the ABS narrative, ensuring external messaging reflects customer experience.
Support ABS CVP and leadership communications with customer proof points, data, and stories for internal and external audiences.
Maintain a consistent story across communications, engagements, events, and campaigns.
Make the function's outputs usable in the field and ensure sellers, delivery teams, and field leaders know what exists, where to find it, and how to use it in customer conversations.
Work with field leadership and enablement teams to embed evidence, competitive guidance, and value frameworks into existing sales and delivery motions.
Track asset adoption and usage and improve assets based on field use and results.
Define success criteria and metrics, including reference coverage, evidence usage, competitive win rate, value-realization attainment, and field satisfaction.
Use AI-powered discovery, analytics, and customer intelligence to identify customer successes, adoption opportunities, and market signals.
Report insights from customer, competitive, and value data to ABS leadership and use them to influence business priorities and investments.