Cloud Solution Architect

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Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

We are seeking a highly motivated and customer-focused CSA to support enterprise customers across EMEA region in designing, deploying, scaling, and realising value from employee listening and engagement programmes powered by Microsoft Viva Glint.

The CSA serves as a strategic advisor, programme leader, and technical consultant, partnering with customers to build sustainable employee experience programmes that drive measurable business outcomes. This role combines customer success, consulting, programme management, stakeholder engagement, organisational change management, and technical advisory responsibilities.

Working closely with Customer Success Account Managers (CSAMs), People Science Consultants (PSCs), Product Engineering, and Customer HR and IT teams, the CSA will lead customers engagements through implementation, adoption, maturity, and ongoing success.

The ideal candidate possesses a blend of employee experience expertise, customer-facing consulting skills, and a strong understanding of HR systems, enterprise data management, identity management, and client ecosystem integrations.

Key Responsibilities:

Customer Success & Strategic Advisory

• Act as a trusted advisor for strategic enterprise customers throughout their Viva Glint journey.
• Guide customers in building mature employee listening programmes aligned to business and people priorities.
• Facilitate executive conversations around employee engagement, organisational effectiveness, leadership accountability, and culture transformation.
• Conduct Success Reviews, programme governance meetings, and strategic planning sessions.
• Drive customer satisfaction, adoption, business value realisation, retention, and advocacy.
• Develop and maintain strong relationships with HR leaders, Employee Experience teams, People Analytics teams, IT stakeholders, and executive sponsors.

Programme Leadership & Delivery Management

• Lead customer onboardings, implementations, and programme expansions.
• Establish programme governance structures and operating models.
• Manage survey deployment planning, readiness assessments, launch activities, and post-survey actions.
• Coordinate cross-functional stakeholders to ensure successful delivery outcomes.
• Support annual, census, pulse, lifecycle, onboarding, manager effectiveness, DEI, wellbeing, and eNPS programmes.
• Identify and mitigate programme risks and lead resolution of customer escalations.

Technical Advisory & Solution Consulting

The CSA is expected to provide functional and technical guidance to customers and serve as a bridge between business stakeholders and technical implementation teams.

HRIS & Employee Data Integration

• Advise customers on HRIS integration and employee data management best practices.
• Support implementations involving Workday, SAP SuccessFactors, Oracle HCM, UKG, Cornerstone, and other HR systems.
• Guide customers through employee data file structures, attribute mappings, data governance, and data quality requirements.
• Help organisations design scalable employee listening programmes through effective organisational data modelling.

Organisational Data & Hierarchy Design

• Advise customers on complex organisational structures including:
  • Global hierarchies
  • Matrix organisations
  • Supervisory hierarchies
  • Secondary manager relationships
  • Functional reporting structures
  • Geographic and business-unit segmentation
• Help customers design organisational data models that support:
  • Accurate reporting
  • Role-based access controls
  • Survey targeting
  • Benchmarking
  • Data privacy requirements
  • Executive reporting
• Recommend best practices for employee attributes, demographic reporting, hierarchy maintenance, and organisational restructuring activities.

Organisational Data Integration

• Advise customers on Organisational Data integration requirements.
• Support organisational data imports through:
  • MODIS (Microsoft Organisational Data Import Services)
  • SFTP-based employee data integrations
  • Automated employee data refresh processes
• Partner with technical teams to troubleshoot data ingestion issues and ensure ongoing data integrity.

Identity Management & Entra ID Configuration

• Guide customers through Microsoft Entra ID integration and Single Sign-On (SSO) requirements.
• Advise on authentication strategies including:
  • Microsoft Entra ID SSO
  • Attribute-Based Login
  • Employee identifiers
  • Secure access controls
• Support discussions regarding user provisioning, role assignments, and identity governance.

Tenant Configuration & Readiness

• Advise customers on tenant readiness and platform configuration.
• Support setup and governance of:
  • User roles and permissions
  • Access controls
  • Survey configurations
  • Reporting access
  • Email communication settings
  • Platform governance
• Collaborate with Solution Architects to ensure scalable platform configurations aligned with customer requirements.

Survey Delivery & Allowlisting

• Partner with customer IT organisations to ensure successful survey delivery.
• Advise customers on:
  • Allowlisting requirements
  • Email delivery best practices
  • Domain configuration
  • Communication readiness
  • Survey invitation and reminder management
• Identify and proactively mitigate risks impacting participation and survey communications.

Stakeholder & Escalation Management

• Act as the Voice of the Customer within Microsoft.
• Facilitate alignment across customer executives, account teams, implementation partners, and delivery teams.
• Lead customer escalations through resolution, coordinating with Engineering, Product, Support, and Partner teams.
• Provide executive-level updates and risk mitigation plans when required.

Business Growth & Renewal Support

• Partner with CSAMs and Account Teams to support renewal and growth opportunities.
• Maintain visibility into customer health, programme adoption, and business value indicators.
• Identify opportunities to expand Viva Glint capabilities and broader Microsoft Viva solutions.
• Contribute customer insights and product feedback to Product Engineering teams.

Operational Excellence & Leadership

• Maintain accurate programme documentation, action plans, risks, and customer records.
• Contribute to standardisation of delivery processes and best practices across EMEA.
• Drive knowledge sharing and continuous improvement initiatives across the Viva Glint community.

Required Qualifications:

• Bachelor's degree or equivalent experience.
• 5+ years of experience in Customer Success, Consulting, Programme Management, HR Technology, Employee Experience, People Analytics, or Enterprise SaaS.
• Experience managing enterprise and strategic customer relationships.
• Experience leading complex, multi-stakeholder programmes.
• Strong executive communication and presentation skills.
• Experience working with HR technology platforms and employee data management processes.
• Ability to translate business requirements into scalable operational solutions.

Preferred Qualifications:

• Experience with Microsoft Viva Glint, Microsoft Viva, Qualtrics, Medallia, Culture Amp, Peakon, Workday Peakon, or similar Employee Experience platforms.
• Knowledge of organisational development, employee engagement, people analytics, or organisational effectiveness disciplines.
• Experience with:
  • Workday
  • SAP SuccessFactors
  • Oracle HCM
  • Microsoft Entra ID
  • SFTP integrations
  • Identity and access management
• Understanding of:
  • Organisational hierarchy management
  • Employee data governance
  • Survey methodologies
  • Change management
  • Data privacy and compliance requirements
• Experience operating in a global, matrixed environment.

Success Profile:

The successful candidate will demonstrate:

• Customer obsession and business outcome focus.
• Strong consulting and advisory capabilities.
• Excellent stakeholder management skills.
• Technical curiosity and problem-solving ability.
• Executive presence and communication skills.
• Ability to navigate ambiguity and complex customer environments.
• A growth mindset and commitment to continuous learning.
• Passion for improving employee experience through data-driven insights.

What Success Looks Like

Success in this role will be measured through:

• Customer satisfaction and advocacy.
• Adoption and maturity of Viva Glint programmes.
• Successful survey launches and programme outcomes.
• Reduced delivery risk and escalations.
• Renewal and retention support.
• Strategic customer relationships.
• Contribution to EMEA operational excellence and delivery scalability.

This role combines the strategic advisory capabilities of a Customer Success leader with the functional and technical expertise required to support complex enterprise Viva Glint deployments across EMEA. It is ideal for candidates who are equally comfortable engaging with CHROs and HR leaders while also working with HRIS teams, Entra ID administrators, and technical stakeholders to deliver successful employee experience programmes.

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