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.

As a Cloud Solution Architect Manager, you will lead a team of people who enable customers to achieve their outcomes, based on their investments in Microsoft technology. Leveraging your business and technical expertise, you will coach the team to ensure customers get value from their MS investments such as M365 Enterprise solutions and Unified support investments. As a CSA Manager, your role is pivotal in driving the success of the AI Business Solutions Customer Success Unit (CSU). You as a people manager, will deliver success through empowerment and accountability by modeling, coaching and caring.

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.

• Customer Engagement: Enhance customer engagement by improving account coverage ratios, increasing technical capacity for Copilot and Agents, and ensuring every customer interaction delivers value and drives usage
• Strategic Leadership: Lead your team to deliver an end-to-end Copilot journey across Chat, M365 Copilot, Copilot Studio, and Power Platform, ensuring alignment with AI Business Solutions' goals
• Team Development: Emphasize skilling and training through programs like Tech Boost, Tech Excel, and Tech Connect. Foster a culture of continuous learning and development within your team to ensure they are equipped with the necessary skills to succeed
• Operational Excellence: Focus on operational excellence by aligning technical paths to metrics, ensuring accurate milestone creation based on users and monthly active users, and implementing rigorous execution to drive usage excellence across the portfolio
• Performance Measurement: Measure success through key metrics such as MAU or Consumed Revenue, Revenue Impact, and Enhanced Solutions Revenue. Ensure that your team is aligned with these metrics and continuously track progress to maximize impact on revenue
• Unified Model Implementation: Use all available engagement opportunities to drive Unified EDE/DE involvement and ensure customers experience a smooth transition throughout their journey.
• Account Targeting: Focus on high-growth accounts with targeted efforts and Unified Enhance Solutions. Prioritize impactful accounts aligned with business goals.

• People Management: Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model: Live our culture. Embody our values. Practice our leadership principles. Coach: Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn. Care: Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others.

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR equivalent experience.

• Proficient experience in AI and data architectures, including modern agentic systems, retrieval‑augmented generation (RAG), model orchestration, grounding strategies, and end‑to‑end AI solution design across data, compute, and application layers.

• Experience and understanding of core AI technical concepts, such as large language models (LLMs), embeddings, vector search, prompt engineering, model evaluation, AI safety, and responsible AI principles, with the ability to apply these concepts in production‑grade systems.

• Prior software engineering and cloud architecture background, with experience designing and building scalable, secure, and resilient cloud‑native solutions using modern architectural patterns (microservices, APIs, event‑driven systems) on major cloud platforms.

• Demonstrated technical team leadership in an Agile environment, leading high‑performing engineering teams through hands‑on coaching, architecture reviews, backlog prioritization, and iterative delivery of complex technical solutions from concept to production.

• Language Qualification: ability to read, speak and write fluent English

Other:

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Preferred Qualifications:

• Experience operating in large‑scale, highly regulated enterprise environments, with a strong understanding of compliance, security, and governance requirements (for example data privacy, identity and access management, auditing, and risk controls) when designing and delivering AI‑driven and cloud‑native solutions.

• Understanding of Microsoft AI & Agent Platforms such as Microsoft Copilot Studio, Azure AI Foundry, Azure OpenAI Service, Azure AI Search (Vector Search / RAG), Microsoft 365 Copilot extensibility

• Prior professional exposure with programming languages such as Python, TypeScript, JavaScript, C# / .NET, Java

• Knowledge if Agent Frameworks & Orchestration such as Semantic Kernel, LangChain, LlamaIndex, AutoGen, Custom agent orchestration frameworks

• Proficient in Agent Development Tooling such as Microsoft 365 Agents Toolkit, Microsoft 365 Agents SDK, Visual Studio / Visual Studio Code, GitHub (or Azure DevOps), CI/CD pipelines for AI services

• Experience with Data & Architecture Foundations such as Retrieval-Augmented Generation (RAG) architectures, Vector databases & embeddings, Microsoft FabricEnterprise data integration patterns, Scalable, multi-tenant architectures

• Technical understanding of Agile & Engineering Delivery Tools such as Azure DevOps (Boards, Repos, Pipelines), GitHub (Issues, Projects, Actions), Backlog management & roadmap tooling, CI/CD automation tools including exposure to Jira in enterprise environments or Confluence / Wiki documentation

• Microsoft Certifications

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

#CES #GCS

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.