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Cloud Solution Architect Manager (Data & AI)

Microsoft

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Job Summary


Job Type
Permanent

Seniority
Manager

Years of Experience
At least 15 years

Tech Stacks
Strategy
Google Cloud
Microsoft
Azure
AWS

Job Description


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The CSA Manager for Data & AI is a technical people management role in Microsoft Customer Success Unit (CSU) that embodies the continuous development and execution of the CSU’s technology strategy. This role functions as an customer-facing role model for Data & AI thought leadership and technical excellence, to both our customers and the broader technical communities. The role owner is expected to leverage their technical, business and market knowledge to help unblock and accelerate the impact of the Data & AI CSAs serving our largest Singapore enterprise customers.

Key Responsibilities Include

People Management
  • At Microsoft, 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 the Customer
  • Takes ownership in understanding customer business, needs and strategy across all aligned accounts to drive customer success. Keeps up to date with customer information and industry trends through research (e.g., reads customer publications, speaks with direct reports and customer stakeholders). Gains insight and credibility as a trusted partner by influencing customers, providing thought leadership, and partnering with the customer to better understand their needs. Leverages an external perspective with customers, bringing in insights from previous customer experiences. Anticipates market direction around technology to ensure team is equipped with the appropriate capabilities. Aligns with internal teams. Coaches team to develop and leverage understanding of customer business and industry.
Business Value Communication
  • Inspires team to demonstrate business value of solutions for complex customer organization and tailors message to their business strategy. Serves as a sought-after resource and trusted advisor based on ability to connect relevant industry, competitive, and/or customer insights to business outcomes. Coaches team in business value selling and promotes strategic thinking to ensure team capabilities.
Business Value Realization
  • Drives best practices and innovation in delivery of customer success plans to optimize customer value across accounts. Provides recommendations in defining success measures and promotes long-term customer success strategy with team. Coaches team to build customer success plans and utilizes them to build account team plan, leveraging own expertise and hands-on experiences (e.g., success- plan workshops). Aligns multiple engagement plans and leverages corporate resources dedicated to awareness improvement of high potentials (e.g., Skills Learning platform). Drives team understanding of strategic intent and business outcomes to facilitate discussions around key performance indicators (KPIs). Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting.
Guiding Customer Strategy
  • Guides team to influence long-term customer strategy and growth for Microsoft by cultivating customer preference for Microsoft programs/solutions that drive impact for the customer and establishing Microsoft as a leader, leveraging functional expertise. Guides team in ideation of new reference cases for others, leveraging view of broad context. Acts as a strategic partner to executive-level business and technical decision makers (e.g., Chief Executive-level) to guide customers in defining and realizing their digital and business transformational targets. Leverages expertise in relationship building and influencing to mentor team in building strategic partnerships.
Partner Engagement
  • Proactively builds and leverages relationships with relevant internal partners/stakeholders (e.g., Services) and external partners to develop partner network and support business outcomes. Collaborates with internal teams (e.g., One Commercial Partner) to leverage strategic and updated offerings for plays. Guides and coaches team in leveraging partner network for influence.
Cross-Team Collaboration
  • Leads and inspiresMicrosoft internal teams across functions to support business outcomes, enable execution of customer success through One Microsoft, and inform programmatic improvements. Leads rhythms of business (ROB) and oversees processes to ensure efficiency. Aligns processes (e.g., forecasting) with other cross-functional internal teams within the Enterprise Operating Unit (EOU) (e.g., Account Team Unit, Specialist Team Unit, Services, One Commercial Partner, Business Group). Shares best practices and engages in global CSM community. Orchestrates across Singapore subsidiary to drive consistency in approach on global basis for early in career team member experience.
Operational Excellence
  • Provides support for team in maintaining operational excellence and customer health and ensuring consumption process compliance by coaching the team to leverage key tools, programs, and insights, orchestrating consumption rhythms of business (ROB) for the Operating Unit (OU), and reporting to Singapore Leadership on customer adoption and market patterns related to Data & AI topics. Drives maintenance of governance processes. Leads ROB, reports on overall health across territories within the OU, interpreting and providing data-based insights focused on the business unit. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization. Drives operational excellence by promoting content sharing and knowledge building across teams and providing clarity to the team.
Execution Excellence
  • Leads team to ensure execution and assessment of the delivery of complex success engagements that drive customer objectives, outcomes, success, and help realize digital transformation across customers, engaging other resources as necessary. Drives best practices to optimize execution across customers. Drives for resolutions and supports customers in resolving difficult roadblocks. Contributes best practices and patterns to solve complex blockers. Drives accountability in execution by providing coaching, ensuring use of tools, engaging in follow up activities, and overseeing processes. Optimizes team resources across engagements.
Change Management
  • Supports and enables team to drive customer change and optimization of change management by applying deep knowledge of change management principles, creating influence strategies with senior decision makers to scale change across organizational boundaries, and articulating alignment between customer culture and digital transformation. Enables team to leverage tools to accelerate customer time to value. Drives team readiness to ensure team members are equipped to guide customers in managing change. Leverages change management principles in managing internal team.
Customer Advocacy
  • Enables and empowers team to act as the voice of the customer and Partner by championing feedback around technical capabilities, blockers, and insights and driving the resolution of existing items, leveraging relevant tools. Represents the customer to internal teams (e.g., Engineering) as an escalation point to shape strategy by providing insights across territories. Uses broad patterns of feedback to develop strategic and actionable insights and presents a compelling business case to program managers that influences product roadmaps and decision making. Enables and empowers team to identify gaps and take ownership in driving action based on feedback and advocating on the customer's behalf to drive resolution. Drives strategy for positive change within Microsoft. Brings in advocates to showcase success as references. Creates a culture of advocacy within the team to champion advocacy internally and represent the industry externally.
Community Involvement
  • Empowers and coaches team to identify trends across customers and connect them to relevant communities (e.g., user groups, success factories) to drive customer success, initiating and developing new communities/events as needed (e.g., leads executive roundtable, develops user groups) to drive partner enablement and scale. Actively participates as a leader/moderator in relevant internal and external communities by giving presentations, etc.
Technical Capability Building
  • Proactively provides mentorship and coaching to team members by sharing expertise to drive team capabilities. Enables and empowers team to utilize and optimize development opportunities (e.g., mentorships) and leverage network to build technical capability. Fosters a culture of professional development to drive continuous learning of Customer Success discipline expertise, including technical and product skills.
Other

  • Embody our culture and values
Qualifications

The CSA Manager for Data & AI will have a mix of advanced technology, strategic business acumen and operational expertise. This role requires both broad and deep solution and technology knowledge, and the ability to provide strategic technical direction and leadership to a team of Data & AI CSAs delivering on behalf of the largest Singapore enterprise customers.

Ideal candidates will have 15+ years of experience in technology with 7+ years in technical leadership roles, be confident in working with senior stakeholders at customers and partners, and a proven track record of operating in a complex organization in which impact is most often driven through individual influence and strategically leveraging others to develop new opportunities and capture additional value.

Required/Minimum Qualifications
  • Bachelor's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management, line-of-business leadership)
    • OR Master's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management, line-of-business leadership)
    • OR equivalent experience.
  • 3+ years people management experience.
Desired Knowledge Skills And Experience

  • Strong hands-on knowledge of cloud technologies, e.g. Azure, AWS and/or Google Cloud
  • Previous experience in software architecture and systems design roles
  • Demonstrated ability to lead, challenge, inspire and influence others while thinking differently about problem solving.
  • Ability to drive business transformation through thought leadership and strategic thinking, acting as trusted advisor to our customers.
  • Outstanding communication, presentation, and problem-solving skills with proven track record of synthesizing complex technology visions to create clarity and optimize outcomes for all stakeholders.
  • Effective interpersonal skills and ability to act as a role model not just for your team but in representing Microsoft across the entire APAC market.
  • Experience in driving diverse and inclusive workplaces.
  • Experience in a variety of industries, segments, and business settings.
Microsoft has a flexible working culture and on an average week your time could be split between our Microsoft offices, customer locations and your home. We offer competitive salary, bonus and benefits.

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.

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

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