Cloud Solution Architecture Manager

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 Architecture Manager (CSA Manager) of Managers reporting to the Customer Success Leader of the SfMC (Support for Mission Critical) business, you will manage a team of people who enable SfMC 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.

In this role you will be leading a highly diverse team across the Asia region ensuring seamless delivery, collaboration, and shared goals across the team, and will collaborate with the CSA Manager of Managers in Americas and EMEA regions to ensure consistency of readiness and delivery. The CSA Manager of Managers is responsible for the performance of the SfMC Delivery Time Zone comprised of 75+ individuals spread across 4+ front line managers. 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.

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.

**Responsibilities**:

- People Leader: Build and grow healthy teams through talent management, diversity and inclusion, coaching, and career development. 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.
- Drives visibility at Area/Sub level around Mission Critical support offerings
- Empower your team to accelerate cloud adoption for SfMC customers, including guidance on architectural design, technical recommendations, blocker escalations and technical resource orchestration.
- Be the cloud-consumption leader for the SfMC Delivery Time Zone in Asia, owning the business and results. Develop long-term customer relationships, grow revenue, establish the necessary planning to drive growth and profitability within your practice, accelerate the adoption of the value-based delivery model, and promote the Customer Success strategy for the SfMC business.
- 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 role clarity, account coverage, project assignment and effective cross-team collaboration.
- Participate in business development activities in your designated geography as required, working with Cloud Solution Architects and Customer Success Unit stakeholders.
- Deliver on 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**:

- 3+ years' experience in people management with proven track record and experience in leading people managers
- 3+ years' experience driving organizational change management or technical adoption
- Experience in Customer Success or Support business
- Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers
- Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written, and presentation skills
- Deep understanding of delivery skills, methodologies, and tools required
- Bachelor's Degree in Computer Science, Information Te