With over 17,000 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.

In the Customer Success team we are looking for people with a passion for delivering customer success. As a Cloud Solution Architect Manager of Managers reporting to the Customer Success Consumption and Support VP you will manage a team of people who enable SMC (Small, Medium, and Corporate) 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.

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

Key Responsibilities

People Leader: Build and grow healthy teams through talent management, diversity and inclusion, coaching, and career development. Respected technology leader with the ability to attract, retain, and develop technical resources. 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.

Design, evolve and operationalize a Regional Delivery capability at scale aligned to the Digital First design principles and the SMC segment go-to-market strategy.

Empower your team to accelerate cloud adoption for SMC customers, including guidance on architectural design, technical recommendations, blocker escalations and technical resource orchestration.

Be the cloud-consumption leader for the Customer Success SMC team, owning the business and results. Vocal leader and customer champion with both local and corporate leadership to elevate cloud adoption issues and accelerate resolution.

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/CSM role clarity, account coverage, project assignment and effective cross-team collaboration.

Deliver 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

REQUIRED:

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts or related field, or related work experience

12+ 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 or related experience.

PREFERRED:

Insightful listening: Cognitive and behavioral approach to listening, asking insightful questions to understand the customer needs, issues, business environment and drivers, and going beyond what is said

Situational fluency: The art of studying your customer, understanding the situation, reading and reacting accordingly. Coaching teams on how and when to run specific sales plays and working with our partners

Building relationships and Trusted Advisership: Building trust and creating credibility, leveraging relationship mapping across and within the Customer Success core and field teams.

Business value: Understanding customer business outcomes, helping them define the value of the outcomes, aligned to industry outcomes, and assessing the value of the solution.

Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers.

Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written, and presentation skills.

Catalyst for change: Proven experience in driving organizational change management and technical adoption. PROSCI Change Management certification preferred.

The salary for this role in the state of Colorado is between $177,800 and $266,800.

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.

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.

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 below may vary depending on the nature of your employment with Microsoft and the country where you work.