Surface Cloud Solution Architect Manager

Microsoft

Location: United States

Job Type: Full time

Posted

Be brave, not perfect.
- Reshma Saujani

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.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

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

Responsibilities:

  • This Surface Cloud Solution Architect (CSA) Manager role will directly manage Customer Solution Architects (CSAs) that will cover managed Surface customers in their territory.
  • This is an exciting role that will help create bonds with our Surface enterprise customers and will fuel customer success, retention, growth, renewal and advocacy.
  • Develop, support, coach and enable CSAs to ensure effective delivery against priorities.
  • Role Model One Microsoft - exceptional cross-team collaboration and communicator.
  • Partner with all required Microsoft stakeholders in the subsidiary to drive CSA role clarity and effective cross-team collaboration.
  • Amplify the Voice of the Customer within Microsoft, representing the customers’ technical interests, generating insights, removing obstacles, and influencing engineering roadmaps.
  • Manage your Area’s coverage and role orchestration model balancing customer needs, future growth and fiscal year usage goals.
  • Drive operational excellence, including timely consumption/utilization opportunity management, Scrum and high-quality reporting and insights through proper tools and channels.
  • Identify and document Surface consumption best practices and customer references to further grow the success of the Customer Success programs.
  • Identify and document new MIP (Managed IP) as a core Customer Engineering accountability

People Management:

  • Build a team culture that is obsessed with providing best-in-class hardware experience and equally passionate about our Surface products
  • Execute Team Readiness and Development
  • Lead by example via deep, direct involvement in customer engagements and a “showing by doing” mindset. Manage performance through appropriate 1:1s and connect sessions, conduct performance management assessments and reviews annually
  • Support and enable professional development planning and execution through assessments and role-based training plans.
  • Hold the team and individuals accountable for results and recognize appropriately.
  • Ensure team members execute effectively, collaborate appropriately and deliver a positive impact on the organization.
  • Create an inclusive, engaging and motivating work environment

Operational Excellence:

  • Run the monthly/quarterly ROB process, both collecting performance data from the team and reporting performance to the Customer Success Unit (CSU) Lead and Corporate Team.
  • Manage team appropriately to reach agreed to Key Performance Indicators (KPIs).
  • Participate as member of the extended Strategy Team in the creation of strategy, targets and processes that will enable successful attainment of goals.
  • Create a high data hygiene culture. Ensure CSAs enter data on customer engagements in a timely and high quality way that allows accurate reporting to Field/Segment leadership teams.
  • Manage CSA coverage/Utilization model and role orchestration to ensure optimal coverage.
  • Identify and help remove blockers in processes both internal and external through escalation, scoping, feedback and coaching.
  • Establish regular contact with client base to review and gather feedback on the CSA role and program to drive further improvement.

Qualifications

Required/Minimum Qualifications

  • Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ 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 equivalent experience.

Preferred:

  • Knowledge of Microsoft Solutions, Devices, OEM, Service and Partner offerings.
  • Experience on enabling usage, adoption, and consumption.
  • Knowledge of competitor products such as Apple Business Essentials and Apple Hardware, Google Chromebooks and their strategies. Additional understanding of the broader Windows Hardware ecosystem.

The salary for this role in the state of Colorado is between $129,800 – $194,800 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.

You’ve got this!