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

Role Purpose
The Cloud Solution Architect Manager (CSA Manager) for India is a people manager role reporting to the Support for Mission Critical (SfMC) Time Zone Lead (CSA Manager) for Asia. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) engineers in addition to the business accountabilities that underpin this delivery practice.
The CSA Manager is accountable for a team of highly-specialised Customer Engineers who serve as deep technical advisors driving successful delivery for Mission Critical enhanced support. In addition, they will collaborate with other Cloud Solution Architect Managers across Asia, EMEA and the Americas to ensure consistency of readiness and delivery. The CSA Manager drives delivery execution through team preparedness, precision delivery, delivered hours & high customer satisfaction in a cost-efficient manner. The CSA Manager will be involved in pre-sales and planning as it relates to capacity planning, scoping and delivery planning. There will also be some responsibility for business development activities within India, working with global blackbelts (GBB), 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. In addition, you will be a member of the SfMC Asia xLT and partner strongly with the other Asia managers to drive collaboration, excellence and efficiency.

Responsibilities
- 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 delivered hours targets.
- Participates in Area/Sub resource planning processes, using insights to re-skill or adjust resource levels.
- Drives visibility at Area/Sub level around enhanced support 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.

Qualifications

Experience
Professional
• Experience with Enhanced Support Services.
• Strong people manager/leader.
• 5+ years’ of industry, support or management consulting experience.
• Strong service delivery, time, project and priority management skills.
• Strong interpersonal skills and the ability to work with customers at the C level.
• Experience with managing critical and complex customer situations or incidents.
• Project Management/Prosci Change Management/ ITIL certification is considered as a strong plus.
• Strong interpersonal, presentation and communications skills.
Education
• Bachelor's degree in Business, Computer Science, Information Technology, or related field required (or equivalent experience)
• PROSCI Change Management/ ITIL certification required.
Competencies
• Strong Leadership
• Operational Control (operating and budgeted expense)
• Resource Allocation (headcount and staffing plans)
• Client Relationship Management
• Cross Group Collaboration
• Strong Communication Skills

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.