Cloud Solution Architecture - Senior Manager

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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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.

Support for Mission Critical (CSA Manager) for India. This role is critical in managing the staffing, delivery and readiness of Mission Critical (SfMC) Cloud Solution Architect Engineers in addition to the business accountabilities that underpin this delivery practice.

The CSA Manager is accountable for a team of highly-specialized Cloud Solution Architect Engineers who serve as deep technical advisors driving successful delivery for Mission Critical Services for Azure Workloads and other enhanced support Mission Critical offerings. In addition, they will collaborate with other Cloud Solution Architect Managers across Asia and the globe to ensure consistency of readiness and delivery. The CSA Manager drives delivery execution through team preparedness, precision delivery, overall utilization & high customer satisfaction in a cost-efficient manner. The CSA Manager may 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 global blackbelts (GBB), pre-sales architects and Customer Success Unit stakeholders.

In this role you will be leading a highly diverse team located across India ensuring the seamless delivery, collaboration and shared goals across the team.

This role is flexible in that you can work up to 100% 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.

• Drives customer satisfaction and services revenue through delivery resource development, direction and mentorship.
• Drives the staffing process by balancing customer technology needs with resourcing expertise in the team and hires appropriate technical talent to meet the demands of our customers.
• Drives and is responsible for billable utilization goals.
• Participates in Area/Sub resource planning processes, using insights to re-skill or adjust resource levels.
• Drives visibility at Area/Sub level around Mission Critical offerings and supports pipeline and contract renewals review.
• Influences and manages account team and customer expectations around Mission Critical solutions and leads value driven conversations.
• Works successfully with customers, up to the C level, to understand their business objectives and to ensure that their investment in Microsoft support is being realized.
• Works effectively across multiple roles to successfully achieve business goals.
• Conducts overall performance management, including mentoring, assessing resource impact, rewards, etc.
• Drives technical and professional role readiness across their team.
• Recognizes and develops team members’ strengths, aligned to capability needs, resulting in strong delivery results
• Consistently handles areas of fiscal responsibility, staying within budget, and effectively staffing, and leading resources
• Generates an inclusive workgroup environment, which encourages cross-group collaboration.
• Communicates vision, business direction, & workgroup core priorities.
• Demonstrates excellent leadership and business impact in driving key business initiatives.
• Ensures Governance activities occur in line with Support for Mission Critical standards.

A successful CSA Managers focus areas include: Strong leadership, Operational Control (operating and budgeted expense), and Resource Allocation (headcount and staffing plans). You will need to lead and motivate others, evaluate talent, have a high level of selling and customer/partner service skills as well as have the ability to think strategically.