Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Role Purpose

The CSA Manager (of Managers) is a leadership role reporting to the Worldwide, Customer Success Leader. The CSA Manager of Managers is responsible for the performance of the Culture and Cloud eXperience team that they lead. This leader spans 4+ front line managers across the Americas time zone. 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.   

Business Ownership: The CSA Manager (of Managers) is accountable for the overall performance of the organization, with customers across the USA, Canada and Latin America. This role is critical in aligning Microsoft strategy with customer expectations and ensuring high quality engagements. This includes developing long term customer relationships, growing Microsoft consumed revenue, establishing the necessary planning to drive growth and efficiency within your practice, accelerate the adoption of the Microsoft Cloud, advanced support models and solutions, and promoting our Customer Success strategy.

Management: The CSA Manager (of Managers) must be exceptional at building organizational capability, stewarding talent management and succession, and building diverse and inclusive teams. They bring deep understanding of situational leadership and know how to coach managers and get the best out of each person. Their management style is to approach their team with empathy and humility and to model strong teamwork and collaboration. They will execute impeccably at all the foundational leadership responsibilities and ensure that they create a culture of management excellence across their teams.

Leadership: The CSA Manager (of Managers) embodies a growth mindset – they thrive on challenge, learn from setbacks, and build on the ideas and inspiration of others. They will exemplify a strong orchestration capability and be fantastic at dealing with complexity and ambiguity. The role must clearly articulate the Microsoft Customer Success mission, goals, and strategies to all audiences and help them understand how they play a part in our customers’ success. Demonstration of sound judgement in tough commercial and personnel situations is a must. They will exhibit strong stakeholder management and will impactfully engage within their leadership community to meet business goals and drive change.

The CSA Manager (of Managers) through their Manager direct reports, is accountable for an organization of highly specialized Cloud Solution Architects who serve as deep technical and digital transformation advisors who advance Enterprise Customers’ cloud capability and maturity models. The Culture and Cloud eXperience team (CCX) portfolio encompasses disciplines that cross all Solution Areas (Azure, Security, Modern Workplace, Power Platform, etc.) and Industries with expertise in Adoption and Change Management, Modern Service Management, and Inclusive Design (Accessibility.) In addition, they will collaborate with other CSA and CSAM Managers (of Managers) across Americas, EMEA and Asia to ensure consistency of readiness and delivery. Ensuring delivery execution through team preparedness, delivery excellence, robust demand & high customer satisfaction in a highly repeatable manner. The CSA Manager (of Managers) will be involved in pre-sales and planning as it relates to capacity planning and delivery planning. There will also be some responsibility for business development activities in your designated geography, working with Support BG landing leads, Premier and Industry Solutions Sales leadership, Global Black Belts (GBBs), Architects and Area/Subsidiary stakeholders.

In this role you will be leading a highly diverse team located across Americas ensuring the seamless delivery, collaboration, and shared KPI’s and success measures across the team.

Responsibilities

• Influences and manages account team and customer expectations around Culture and Cloud eXperience enhanced solutions on relationship services and leads value and Customer outcome driven conversations.

Knowledge, Skills, Abilities:

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business Management, Engineering, or related field AND 12+ years professional experience including technology leadership, consulting/professional services, product strategy, business leadership, sales, or directly within Customer Success | OR | Master's Degree in Business Management, Engineering, or related field AND 10+ years professional experience including technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success | OR | equivalent experience.
• 5+ years engineering and/or technology experience (e.g., technology field, Services, Consultant, Specialist Team Unit, Technical Sales, system integrators, developer, project manager, sales).
• 3+ years people management/leadership experience across multiple countries or a time zone.

Preferred Qualifications

• PROSCI Change Management/ ITIL certification.
• 5+ years people management/leadership experience.
• 2+ years experience in professional services, customer success, sales, and/or customer service.
• 2+ years complex project management and/or customer account management experience (e.g., leading/orchestrating virtual teams).

The salary for this role in the state of Colorado is between $161,800 – $242,600 USD

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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 here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.