Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a 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.

Responsibilities

People Leader:

Build and grow healthy teams through talent management, diversity and inclusion, coaching, and career development. Respected technology leader with the ability to attract, retain, and develop the most technical resources in the field (i.e. Customer Engineers). Inspire and foster a culture of customer-centricity and consumption, adoption and use through collaboration with peers and extended teams. 

  

This CSA Manager role is for the Remote Delivery Center (RDC) in Bangalore, or, Hyderabad India and will directly manage a team of full-time Customer Engineers that will cover Enterprise customers across geographies and industry alignments. This is an exciting role that will help fuel Customer success through driving meaningful outcomes that will result in customer retention and growth.  

  

They will exemplify a strong orchestration capability and be fantastic at dealing with complexity and ambiguity. The role must clearly articulate the Microsoft Customer Success mission, goals, and strategies to all audiences and help them understand how they play a part in our customers success. Demonstration of sound judgement in tough commercial and personnel situations is a must. They will exhibit strong stakeholder management and will impactfully engage within their leadership community to meet business goals and drive change. 

  

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. 

Understanding Customer/Partner Technical Environment  
• Provides support for the team in gathering customer/partner technical insights and mapping architecture and digital transformation solutions to customer/partner business outcomes. Leverages prior work, customer/partner insights, industry trends, and shares insights with the team to apply. 
• Supports the voice of the customer (VOC)/partner through escalation, acceleration, and an additional emphasis of feedback, gaps, blockers, insights, resources, etc. 

Thought Leadership 
• Fosters a community sharing of stories and leverages of pre-existing resources by encouraging and empowering the team to share learnings by establishing a cadence (e.g., internal technical brainstorming calls, presenting latest challenges in staff meetings) to calibrate on challenges and trends that impact the team. 
• Participates in internal and external technical community events (e.g., conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings with the internal team. Acts a mentor to junior colleagues to educate them on technical and non-technical concepts. Demonstrates thought leadership and influence at scale with blogs, industry events, customer roundtables, etc.

• Embody our culture and values

 The CSA Manager is accountable for a team of highly specialized Customer Engineers who provide a range of proactive  services remotely to customers – MIP based risk assessments and workshops, trainings, chalk talks, phone advisories and consumption accelerators. In addition, they will collaborate with Customer Success leaders across the world to ensure delivery execution through team preparedness, delivery excellence, overall utilization & high customer satisfaction in a cost-efficient manner. In this role you will be leading a highly diverse team located in the USA ensuring the seamless delivery, collaboration and shared goals across the team. 

 

Key Responsibilities include 

• Influences and manages account team and customer expectations around RDC and lead value driven conversations. 
• Drives visibility at Area/Sub level around RDC capabilities and focus areas. 

• Hire, on-board, develop, coach, mentor and evaluate Customer Engineers. Set a clear bar for excellence. Build a high performing team that will be diverse and inclusive. ​ 
• Must possess exceptional cross-team collaboration and communication. Partner with all required Microsoft stakeholders in the subsidiary to drive RDC role clarity, delivery excellence and effective cross-team collaboration​. 
• Drive operational excellence, including timely opportunity management, contractual obligations and high-quality reporting and insights. 
• Coach and enable your team to help deliver MIPS and other engagements successfully and with delivery excellence 
• Lead team to help customers be successful with Azure consumption, including how to leverage high consumption opportunities (specific Intellectual Property), technical recommendations, technical blocker removals, partnering with Cloud Solution Architects, Customer Success Managers, Customer Success Account Managers, Account Teams and the Product Group, to engaging with Cloud communities to drive learning and landing best practices. 

• Ensure your team delivers high quality outcomes that are resilient and successful  
• Develop a team that incorporates a mix of expertise across key workloads including Compute, Networking, Storage, AVS, WVD, and other infrastructure services. 
• Empower your team to win and accelerate application innovation projects to production, including guidance on architectural design, technical recommendations, blocker escalations and technical resource orchestration. 
• Exceed customer support obligations as needed

Qualifications

Required/Minimum Qualifications 

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field AND 8+ years’ experience in technology solutions, practice development, architecture, consulting, and/or cloud/infrastructure technologies 

• OR Master's Degree in Computer Science, Information Technology, Engineering, or related field AND 6+ years’ experience in technology solutions, customer success, customer technical support,  practice development, architecture, consulting, and/or cloud/infrastructure technologies 
• OR equivalent experience. 

Additional or Preferred Qualifications 

Professional Experience. 

•  Existing people manager or experience in people management preferred 
• 10+ years of experience in technical sales, customer success, customer technical support,  engineering, delivery or consultative delivery required. 
•  7+ years of experience driving change management or technical adoption required 
  Collaboration. Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers required 

•  Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required 

Technical 

• Proven ability to map the customer’s needs to technical solutions required 
• Strong technical understanding of cloud deployment scenarios and workloads required 
• Ability to stay up to date on new/improved Azure scenarios and workloads required 

• Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results required 
• Demonstrated Technical leadership through prior technical coaching/leadership roles required 
  Ability to act on Customer Escalation and needs, Unblock the customer through orchestration of right resources at the right time - required 

 Education 

• Certification in the following technologies preferred: Cloud, Networking, Security, cloud-native application architecture (i.e. containers, microservices, API management), modern software development techniques like DevOps and CI/CD tool chains (i.e. Jenkins, Spinnaker, Azure developer services, GitHub) and container orchestration systems (i.e. Docker, Kubernetes, Cloud Foundry, Azure Kubernetes Service, GitHub).   
• Background and experience in cloud migrations is a plus.

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