Cloud Solution Architect 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.

International Customer Success Unit (iCSU) brings scale, agility, and cross solution coverage to our largest, most strategic Global Account customers in their international downstream locations outside of headquarters. We operate out of key geographic locations around the world enabling global execution of our customer’s digital transformation strategies. We bring a seamless customer experience that crosses functional and geographic boundaries empowering customers to realize the business value of their investments in our technology.

iCSU is looking for a strong Cloud Solution Architect (CSA) Manager with a passion for customers and with experience working in a global context. In this position you are responsible for managing a team of Cloud Solution Architects (CSAs) and growing Global Account downstream consumption and business in ASEAN and ANZ region. The CSA manager will be a passionate, forward-thinking, hands-on manager with exceptional skills in developing and leading a highly technical team focused on Microsoft Cloud Solutions and customer support experience. This person will be very active in day-to-day coaching of his/her team, leading by example, ensuring that the organizations capabilities are aligned with Customer Success priorities and business goals, championing the success adoption of Microsoft cloud solutions, and driving an exceptional customer support experience through proactive service delivery and compliant operational excellence within their organization.

This role is flexible in that you can work up to 50% 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**:
**Responsibilities**:
**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.

**Customer Centricity**:

- Provides support and guidance for the team in identifying and evaluating trends (e.g., industry, technology) and gathering customer/partner insights (e.g., feedback around technical preferences, environments, business needs, competitive landscape) to map architecture and digital transformation solutions to customer/partner business outcomes. Represents the voice of the customer (VOC)/partner through escalation across broader teams and with customers, with emphasis on feedback/insights and removing blockers to accelerate value. Coaches team to represent the customer/partner to internal teams (e.g., Engineering) to shape products and services, and supports the team in providing insights across the territory. Drives the team to leverage feedback to develop strategic and actionable insights and influence product roadmaps by presenting business cases to program managers. Shares customer/partner and team member success stories and learnings with the wider internal team.
- Supports and guides team in developing and expanding existing impactful relationships with customer and partner architects, C-level technical decision makers (TDMs), and business stakeholders. Provides coaching on how to build the bridge between TDMs and business decision makers (BDMs). Provides coaching to help employees facilitate effective customer conversations and prove the capability and value of solutions through design collaboration sessions with the customer/partner. Provides real-time coaching in live customer scenarios to improve team performance and gather insights across customer interactions. Understands how the team's work aligns with customer success plans and enables the team to deliver customer outcomes by driving partnerships with the appropriate internal teams/resources. Builds a strong relationship with peers locally and across the Area by actively participating in account planning, consumption and support planning, and resource planning. Ensures employees are equipped with the capabilities and means to support customer skilling and provide thought leadership in discussions on t