Cloud Solution Architecture Manager
hace 3 semanas
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.
The Cloud Solution Architecture Manager's core focus is on driving the execution of delivery by ensuring the team's preparedness, delivering with precision, optimizing overall utilization, and achieving high levels of customer satisfaction in a cost-effective manner. This role may also involve engagement in pre-sales and planning activities, particularly related to capacity planning and delivery planning.
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 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 their team anticipating trends (e.g., industry, technology) and gathering customer/partner technical insights to develop strategy and execution plans that account for changing landscapes and key priorities. Leverages customer insights to influence key customer relationships. Influences others to focus and adapt architectural models, plans, and solutions to align with key insights and drive consultative approach with customers/partners. 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. Represents the customer/partner to internal teams (e.g., Engineering) and mentors peers on best practices around internal resource usage. Drives and ensures team alignment with Microsoft-centric operations and cadences. Leverages team insights and broad patterns of feedback to develop strategic and actionable insights that influence product roadmaps and business decision making. Drives customer/partner advocacy and sharing success stories and learnings with the wider internal team. Connects and communicates economic, business, and technology trends shaping relevant industries.
- Supports team in developing and expanding existing impactful relationships with customer and partner architects, C-level technical decision makers (TDMs), and business stakeholders for large and high-impact customers/partners. Provides coaching on how to build the bridge between TDMs and business decision makers (BDMs). Drives team to facilitate effective customer/partner conversations and demonstrate 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 plan and drives the team to proactively anticipate and deliver customer outcomes by developing strategic partnerships with internal teams. Builds a strong relationship with peers globally 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 technical domain expertise in technical delivery scenarios with other internal and external stakeholders to influence customer readiness. Seeks out opportunities to contribute to One Microsoft strategies, role modelling collaboration and accountability.
- Drives team to provide thought leadership in identifying trends and proactively proposing solutions that drive transformative delivery across customers/partners. Drives a seamless and connected customer experience. Proactively shares best practices so others can leverage and scale. Leads team(s) to clearly define customer/partner conditions of success. Drives customer health within the territory and accelerates unified support contract coverage where applicable. Anticipates customer unmet needs and dissatisfaction and oversees the creation and execution of strategies to improve experience, value realization, and acceleration of customer transformation. Orchestra
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