Overview
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
We are looking for a Cloud Solution Architect (CSA) Manager who is passionate about the need for People & Process to enable our customers’ transformation on the Microsoft Cloud. You will lead a team of CSAs leveraging Microsoft Cloud and professional subject matter expertise helping customers achieve business value from their Microsoft investments by focusing on areas such as governance, operations, adoption, FinOps, and more.
This role is flexible in that you can work up to 50% from home.
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
People Management
o 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.
o Model and promote a culture of continuous learning, knowledge sharing and community engagement, driving technical readiness, up-skilling, and innovation within your team.
o 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
o Coach your team in developing and expanding impactful relationships, focusing on customer experience, and defining conditions for success.
o 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.
o Engage in technical strategy, innovation, and customer experience discussions with customer leadership teams/Senior Leaders at the appropriate technical depth.
Business Impact
o 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.
o 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.
o 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.
Technical Leadership
o Lead your team in identifying technology and industry-specific trends, gathering insights, and mapping solutions that deliver value-driven business outcomes.
o 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.
o 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 Microsoft Cloud technologies (Azure, M365, D365, or Power Platform), infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
· 5+ years people management experience of customer-facing teams, including consultant practice managers, services support managers, technical sales managers, and/or technical architect managers.
o OR equivalent experience.
Additional or Preferred Qualifications
- 6+ years experience working in a customer-facing role (e.g., internal and/or external). 6+ 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's 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.
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