Engagement Summary
Extend the Microsoft 365 Client Success Engineer s capacity for a confirmed, time-limited deployment by producing and executing deployment-readiness, communications, training, engagement, and adoption deliverables. Portfolio-wide client-success ownership, the enterprise change calendar, communications standards, and the specialized AI adoption and knowledge-readiness charter remain with the accountable Cardinal Health roles.
Note: The P3-equivalent job track designation is used only to indicate the expected depth of skill, judgment, and experience for the engagement.
Scope of Services
Develop and maintain the deployment client-success plan for [deployment], [phase], [business units] and [rollout waves], aligned to the portfolio adoption strategy, change calendar and communications standards owned by the Microsoft 365 Client Success Engineer.
Coordinate deployment training activities with Learning & Development to align schedules, delivery methods, materials, accessibility requirements and applicable enterprise learning standards.
Coordinate wave readiness, audience segmentation, stakeholder readiness, launch communications, awareness activities and reinforcement for the assigned deployment.
Draft deployment communications, FAQs, quick-reference guides, knowledge articles, presentation materials and office-hour content for review and approval by the accountable owners.
[Confirm delivery model] Deliver end-user training and office hours, or produce approved materials for delivery by designated facilitators.
Support champions and business contacts with approved updates, reusable materials, issue-routing guidance and feedback channels.
Collect, categorize and summarize user feedback, recurring questions, adoption barriers and improvement opportunities.
Track and report agreed readiness, engagement and adoption measures using approved data sources and definitions.
Perform first-level triage of user questions and route technical, access, policy, communications or content-readiness issues to the accountable support path.
Maintain deployment artifacts, decisions, schedules, risks, dependencies and handoff materials in approved repositories.
Complete an orderly handoff to the Microsoft 365 Client Success Engineer and designated support or adoption owners at the end of the engagement.
Key Deliverables
Deployment client-success plan with audiences, waves, readiness activities, communication milestones, enablement approach, dependencies and acceptance owners.
Approved communication package for enhancements, technical or feature deployments, including launch, reminder, reinforcement and support-path messages as applicable.
Training and enablement packages containing training deck, facilitator guide, recording andor job aid, FAQs and quick-reference guides.
Office-hours and champions package with schedule, agendas, reusable responses, escalation guidance and feedback capture method.
Readiness and adoption reporting package using approved data sources, metrics, cadence and documented definitions.
User-feedback and issue-triage log showing themes, routing, ownership, status and recommended content or process updates.
Final deployment handoff package containing approved materials, reporting history, open actions, lessons learned, reusable assets and named accountable owners.
Required Skills and Experience
Four or more years of experience in Microsoft 365 support, client success, technology adoption, change enablement, training, communications or business enablement.
Practical knowledge of Microsoft 365 services such as Teams, SharePoint Online, OneDrive, Exchange Online, Microsoft 365 Apps and the Microsoft 365 support model.
Experience planning communications, rollout readiness, learning events, office hours, champions support and user-feedback programs for enterprise technology deployments.
Ability to write concise, audience-appropriate communications, FAQs, job aids, knowledge articles and presentation content.
Experience collecting and presenting adoption, engagement, readiness and feedback information using approved definitions and data sources.
Strong facilitation, stakeholder coordination, issue triage, documentation and handoff skills.
Ability to distinguish first-level guidance from technical troubleshooting, policy decisions, architecture, configuration and formal corporate communications.
Preferred Qualifications and Certifications
Bachelors degree in Information Systems, Communications, Business, Organizational Change, Education or a related field, or equivalent work experience.
Microsoft 365, Prosci, ITIL, change-management, training or related certification.
Experience supporting Microsoft 365 or Copilot deployment waves in a large enterprise.
Working Relationships
Manager, IT Client Services: establishes engagement priorities and accepts deliverables remains accountable for product ownership, portfolio priorities, funding, vendors and executive engagement.
Microsoft 365 Client Success Engineer: directs day-to-day deployment client-success work unless another lead is designated remains accountable for portfolio-wide adoption strategy, the change calendar, communications standards, broad Microsoft 365 adoption and portfolio-wide client success.
AI Adoption, Knowledge & Collaboration Engineer: owns AI-specific enablement, ADKAR-based change management for AI launches, prompt coaching, and knowledgesearchgrounding readiness. For a Copilot deployment, the contractor performs only the deployment tasks explicitly assigned in this document and hands specialist AI enablement or knowledge-readiness needs to that role.
AI Platform Architect and Sr Microsoft 365 Engineer: receive architecture, configuration or advanced technical issues routed through the approved support path.
Corporate Communications, Learning & Development, AI Governance AI CoE, Privacy, and Security retain review and approval authority within their respective areas. The contractor coordinates schedules, materials, and required inputs with these functions but does not assume their responsibilities.
Out of Scope
Portfolio-wide Microsoft 365 adoption strategy, ownership of the enterprise change calendar or ownership of communications standards.
Specialized AI adoption strategy, ADKAR program ownership for AI launches, prompt coaching program ownership, or knowledge and grounding readiness.
Architecture, tenant configuration, feature enablement or technical troubleshooting beyond first-level triage and routing.
Enterprise AI policy, risk framework, formal governance approval or responsible-AI approval authority.
Corporate communications ownership or publication without required review and approval.
Copilot Studio, agent development, complex workflow automation, custom connectors or custom applications.
Business-value portfolio ownership or commitments not supported by approved measures and data sources.
