Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that help Microsoft customers successfully realize their business outcomes.
We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.
As the Cloud Solution Architect (CSA) Leader for Modern Work in ASEAN, you will direct and guide a high-performing team (and an extended V-team of Cloud Solution Architects) to help customers achieve business value from their Microsoft investments by focusing on areas such as technical excellence, governance, operations, adoption, and more.
The leader is responsible for the end-to-end customer success for enterprise customers consuming our Azure-based solutions, leading the CSA teams through relevant deal phases while managing critical partnership with internal and external stakeholders to ensure our customers experience is streamlined and accelerated. The role is responsible for ensuring that the in-country teams are driving customer satisfaction, and enabling our customers to accelerate their use of solutions based on Microsoft Modern Work offerings.
Responsibilities
Organisational Leadership
- Drive a culture across the technical community of Cloud Solution Architects in both direct reporting and indirect reporting lines.
- Operational excellence: Proven ability to drive complex, multi-disciplinary processes, meeting metrics, and communicating KPIs. Experience driving business change management and/ or technical adoption required.
- 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.
- Model and promote a culture of continuous learning, knowledge sharing and community engagement, driving technical readiness, up-skilling, and innovation within your team.
- 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.
Customer Centricity
- Create and nurture strategic relationships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed.
- Guide team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coach team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coach team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans. Coach team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.
- Coach your team in developing and expanding impactful relationships, focusing on customer experience, and defining conditions for success.
- 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.
- Engage in technical strategy, innovation, and customer experience discussions with customer CxOs/Senior Leaders at the appropriate technical depth.
Business Impact
- 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.
- 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.
- Anticipate, identify, and mitigate blockers to Customer success goals and partners with internal and external stakeholders to accelerate Customer value realization and Customer satisfaction.
- Manage your team’s performance against business measures and delivery excellence expectations for your portfolio of customers and projects, applying a data-driven approach to your prioritisation and decision-making.
Technology Leadership
- Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction with relevance to Microsoft's competition.
- Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required
- Experience in negotiating and managing with diverse senior stakeholders in a cross-functional team
- Lead your team in identifying technology and industry-specific trends, gathering insights, and mapping solutions that deliver value-driven business outcomes.
- 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.
Qualifications
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 15+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, software development/support, technology solutions, practice development, architecture, and/or consultingOR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 12+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
OR equivalent experience.
- 8+ years people management experience, including managing consultant practice managers, technical sales managers, technical architect managers, and/or people managers.
- 8+ years experience working in a customer-facing role (e.g., internal and/or external).
- 8+ years experience leading technical projects, teams, or functions.
- Business Value: The ability to convey the business need and value of proposed solutions, plans, and risks to stakeholders and decision makers. This includes the ability to persuade and inform based on facts and alignment with goals and strategy.
- Trusted Advisership: The ability to build trusted advisor status and deep relationships across stakeholders (e.g., technical decision makers, business decision makers) through an understanding of customer needs and technologies.
- Situational fluency: Using self-awareness as a mechanism to interpret verbal and non-verbal cues to increase your ability to "read the room."
- Insightful listening: Ask insightful questions to understand the customer needs, issues, business environment and drivers, and go beyond what is said to identify new opportunities aligned to customer business value.
- Drive People & Process: Prepare the customer for operational readiness and long-term organizational adoption.
- Optimization: guide the customer towards solution cost and performance optimization leading to retention and expansion opportunities.
- Collaboration: across Microsoft, customer, and partner teams to achieve customer objectives.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
