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

Voice of the Customer for the Field 

• Build and own the voice of the customer system for ABS, capturing what customers are telling us across engagements, deployments, escalations, councils, and field conversations, and turning it into structured insight leadership and the field can act on. 

• Establish the listening channels and feedback loops that bring customer reality back into ABS priorities, including recurring rhythms with sellers, delivery teams, and field leaders who sit closest to the customer. 

• Synthesize customer signal into a clear point of view on what is working, what is blocking adoption, and what customers need next, and drive that view into planning, product feedback, and go-to-market decisions. 

• Close the loop with the field so teams see how their input changed a decision, a message, or an investment. 

Competitive Intelligence 

• Partner with Sales, Marketing, Product, and Engineering to ensure competitive insight informs positioning, roadmap conversations, and executive messaging  

• Maintain a current, credible view of why ABS wins and why ABS loses, and make that view visible to leadership on a predictable cadence. 

Business Value Realization at Scale 

• Build the operating model that proves and scales business value realization across the ABS portfolio, moving value measurement from bespoke, account-level effort to a repeatable discipline the field can run. 

• Codify the patterns behind successful deployments into best practices, playbooks, and reusable guidance, closing a long-standing gap in how the organization captures and shares what works. 

• Partner with delivery, sales, and finance stakeholders to ensure value claims are defensible, consistently measured, and connected to renewal, expansion, and growth conversations. 

External Reference Process 

• Design, stand up, and own the external customer reference process for ABS, including nomination, qualification, customer approval, legal and privacy review, refresh cycles, and retirement. 

• Build and maintain a governed reference portfolio spanning industries, segments, geographies, and solution areas, so account teams can find a relevant, approved reference quickly. 

• Manage reference demand and protect the customer relationship, balancing field requests against customer willingness and ensuring reference customers are treated as long-term partners rather than one-time assets. 

• Partner with Marketing, Legal, Communications, and field leadership to ensure references meet Microsoft standards and are activated in campaigns, events, and executive engagements. 

Customer Success Stories & Evidence That Scales New Business 

• Own the end-to-end process for identifying, curating, and publishing ABS customer success stories, converting wins, win wires, showcases, and demonstrations into evidence the field can use to open and advance the next opportunity. 

• Prioritize stories against business strategy, targeting the industries, workloads, and motions where proof will unlock the most new business rather than publishing opportunistically. 

• Ensure customer proof is discoverable, reusable, and measurable, with clear ownership for where evidence lives, how it is kept current, and how usage and impact are tracked. 

• Activate evidence across sellers, delivery teams, partners, marketing, and executives, and hold the standard that every customer success strengthens Microsoft's ability to win the next opportunity. 

Narrative & Executive Communications 

• Connect customer evidence, competitive insight, and value realization results into the ABS narrative, ensuring what we say externally is grounded in what customers have actually experienced. 

• Support ABS CVP and leadership communications and signature moments with customer proof points, data, and stories that make the business case concrete for internal and external audiences. 

• Ensure the field, partners, and customers encounter a consistent story across communications, engagements, events, and campaigns. 

Field Activation & Enablement 

• Make the outputs of this function usable in the field, ensuring sellers, delivery teams, and field leaders know what exists, where to find it, and how to apply it in a live customer conversation. 

• Partner with field leadership and enablement teams to embed customer evidence, competitive guidance, and value frameworks into existing sales and delivery motions rather than creating parallel processes. 

• Track adoption and usage of these assets and improve them based on what the field actually uses and what drives results. 

Measurement & Business Impact 

• Define the success criteria and metrics for this function, including reference coverage, evidence usage, competitive win rate, value realization attainment, and field satisfaction. 

• Use AI-powered discovery, analytics, and customer intelligence to identify emerging customer successes, adoption opportunities, and market signals earlier than manual processes allow. 

• Report to ABS leadership on what the customer, competitive, and value data indicate about the direction of the business, and use those insights to influence priorities and investment. 

• Master's Degree in Business Administration or related field AND 5+ years of marketing, strategy, sales, sales leadership, program management, project management, business planning, consulting, banking, finance, economics, and/or partner organization experience OR Bachelor's Degree in Business, Finance, Economics, Computer Science, or related field AND 7+ years of marketing, strategy, sales, sales leadership, program management, project management, business planning, consulting, finance, economics, and/or partner organization 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 the process, governance, and systems behind it.
• Experience standing up a function from the ground up, including defining the 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 used to quantify customer outcomes.
• Experience in competitive intelligence, including producing field-ready battlecards, win and loss analysis, and differentiation guidance for sellers.
• Experience managing external customer references at scale, including customer approvals, legal and privacy review, and governance of a reference portfolio.
• Experience partnering directly with senior executives at the 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 an opportunity.
• Proficient analytical skills, including the ability to work with adoption, consumption, and business performance data and translate it into a clear point of view.
• Proficient writing and editing skills, including the ability to turn a complex customer engagement into a clear, credible story 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 in ambiguity, exercise sound judgment, and move quickly while maintaining quality, stakeholder trust, and strategic clarity.