Job Description

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.



In the Customer Success team, we are looking for people with a passion for delivering customer success. As a Cloud Solution Architecture Manager (CSA Manager) of Managers reporting to the Time zone leader of the SfMC (Support for Mission Critical) EMEA and Asia Time Zones, you will manage a team of managers and architects who enable SfMC customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your leading technical team's expertise, you will drive the team to ensure customers get value from their Microsoft investments.





In this role you will be leading a highly diverse team across the Asia and Middle east and Africa region ensuring seamless delivery, collaboration, and shared goals across the team. You will collaborate with the CSA Manager of Managers in EMEA and the Americas to ensure consistency of readiness and delivery. The Asia and MEA CSA Manager of Managers is responsible for the performance of the SfMC Delivery Asia and MEA business, which is comprised of 100+ individuals spread across a number of front line managers. The role is highly collaborative, working with customers and Microsoft teams to create exceptional experiences and business value. As an organizational leader you will be expected to create clarity in a complex environment, generate energy through a bias towards action, and deliver results from a performance and scorecard standpoint.



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 Leader: Build and grow healthy teams through talent management, diversity and inclusion, coaching, and career development. Inspire and foster a culture of customer-centricity and consumption, adoption and use through collaboration with peers and extended teams. Develop a team that incorporates a mix of expertise across key workloads and solution areas. Drives visibility at Area/Sub level around Mission Critical support offerings Empower your team to accelerate cloud adoption for SfMC customers, including guidance on architectural design, technical recommendations, blocker escalations and technical resource orchestration. Be the cloud-consumption leader for the SfMC Delivery Time Zone, owning the business and results. Develop long-term customer relationships, grow revenue, establish the necessary planning to drive growth and profitability within your practice, accelerate the adoption of the value-based delivery model, and promote the Customer Success strategy for the SfMC business. Lead your team to "Well-Architected" framework, such as high levels of performance, security, scalability, maintainability, and appropriate reusability and reliability. Partner with all required Microsoft stakeholders in the subsidiary to land and drive CSA role clarity, account coverage, project assignment and effective cross-team collaboration. Participate in business development activities across Asia and MEA as required, working with Cloud Solution Architects and Customer Success Unit stakeholders. Deliver on financial commitments by managing to the budget for your business and delivering on monthly and quarterly financial accountabilities.
Customer Satisfaction - Lead your team to deliver positive Customer Satisfaction, and coach them to become trusted advisors to customers by leveraging solution area expertise to enable defined Customer Success Plan outcomes.
Coach the team to provide feedback & insights from customers/partners back to the relevant MS teams including Product Groups, to enable continuous improvement.

Qualifications

Bachelor's Degree in Computer Science, Information Technology, or related field (or equivalent experience) 5+ years' experience in people management with proven track record and experience in leading people managers 5+ years of experience driving organizational change management or technical adoption Experience in Customer Success or Support business Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written, and presentation skills Deep understanding of delivery skills, methodologies, and tools required PROSCI Change Management and ITIL certifications considered a strong plus

Competencies:

Strong leadership Operational control (operating and budgeted expense) Resource allocation (headcount and staffing plans) Client relationship management Cross-group collaboration Strong communication skills




This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.



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.