Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
As a Cloud Solution Architect Manager in CSA Global Delivery, you will lead a talented team of Cloud Solution Architects through whom you will be responsible for the realization of successful outcomes for our Unified customers in your designated territory.
You will also have the opportunity to enhance the value that we as Microsoft provides to our customers by scaling through the Microsoft Delivery Partner ecosystem based on strategic decision making and careful planning with the account team stakeholders. This opportunity will allow you to develop deep business acumen and hone your Delivery Partner management skills as well as increase your capabilities to provide successful outcomes for our customers.
We are looking for a Cloud Solution Architect (CSA) Manager who is passionate about the need for People & Process to enable our customers' technology modernization strategies and to drive AI transformation on the Microsoft Cloud. You will lead a team of CSAs that leverage the entire Microsoft technology stack and bring professional subject matter expertise to help customers achieve business value from their Microsoft investments by focusing on areas such as transformation, modernization, cloud adoption and more.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
You will model our culture and values by leading your team through change, creating a clear understanding of business model and role changes, and coaching your team to contribute to the success of others. Foster a positive team culture by setting clear expectations and providing guidance to help your team achieve success.
You will care for your team by engaging in skills and capability discussions, understanding each team member's unique talents, and building a skill mix that aligns with business goals and the aspirations of team members.
You will coach your team in developing and expanding impactful relationships, focusing on customer experience, and defining conditions for success and lead your team in focusing on customer experience and success by driving efficient delivery, accelerating Support coverage, and developing strategies to improve experience and value realization and engage in technical strategy, innovation, and customer experience discussions with customer leadership teams/Senior Leaders at the appropriate technical depth.
You will analyze and understand the mix of your customers and industries to build a team that meets the demands of the customer and project portfolio and drives expansion of our Solutions and Support business and create clarity by defining practice strategy and objectives and communicating them effectively to your team, integrating the Support, Consumption and Usage aspects of your practice.
You will manage your team's performance against business measures and delivery excellence expectations for your territory and customer engagements, applying a data-driven approach to your prioritisation and decision-making.
You will lead your team in identifying technology and industry-specific trends, gathering insights, and mapping solutions that deliver value-driven business outcomes.
You will lead, coach and hold your team accountable for delivering Customer value and creating expansion opportunities by applying their deep knowledge of Microsoft products, Solutions and Support and coach your team to understand the Support Catalog and how to leverage the offerings
Qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
o OR equivalent experience
• 3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.
• In depth knowledge of the offerings portfolio in at least one Microsoft Solution Area in the Unified space
• 5+ years people management experience such as managing consultants, technical sales teams and/or technical architects
• Demonstrable experience of working with or managing Outsourced Partners
• 6+ years experience working in a customer-facing role (e.g., internal and/or external).
• 6+ years experience leading technical projects, teams, or functions
• Proficiency in English and at least one more of the following languages (Mandarin, Japanese)
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.