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About the Role
The Customer & Commercial Success (CCS) organization, within MCAPS-Core, is responsible for executing Microsoft's commercial strategy at scale. This role is critical for managing the staffing, delivery, and readiness of Support for Mission Critical (SfMC) Cloud Solution Architects, ensuring deep technical advisory and successful delivery for Mission Critical enhanced support. The CSA Manager will collaborate with peers across regions to ensure consistency and drive delivery execution through team preparedness, utilization, and customer satisfaction in a cost-efficient manner. Responsibilities may include pre-sales, capacity planning, delivery planning, and business development activities.
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 and hiring appropriate technical talent.
- Drives and is responsible for billable utilization goals.
- Participates in Area/Sub resource planning processes, using insights to re-skill or adjust resource levels.
- Drives visibility at Area/Sub level around Support for Mission Critical 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 ensure their investment in Microsoft support is being realized.
- Leads Customer Success & Business Growth by directing teams in delivering secure, resilient, AI-enabled solutions that help complex customers achieve business outcomes, accelerate adoption and consumption, manage risks, remove blockers, and identify opportunities to expand Microsoft services, usage, and revenue.
- Develops Trusted Customer & Executive Relationships by coaching teams to act as strategic advisors, translate business challenges into Microsoft solutions, drive customer satisfaction and transformation, and influence decision-making.
- Drives Team Performance & Partner Ecosystem Impact by leading and empowering teams through coaching, accountability, and professional development, while orchestrating collaboration across Microsoft, partners, and customers.
- Provides Technical Leadership & Industry Influence by building team capabilities through mentoring and readiness programs, driving innovation, influencing frameworks and methodologies, and promoting Microsoft solutions through thought leadership and industry engagement.
Requirements
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
- 3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.
- 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.
- Strong interpersonal, presentation and communications skills.
Skills
- Cloud Solution Architecture
- People Management
- Service Delivery
- Project Management
- Time Management
- Priority Management
- Interpersonal Skills
- Presentation Skills
- Communication Skills
- ITIL certification
- Prosci Change Management certification
- Project Management certification
Location
- Canada
Work Type
- Full-time
Experience Level
- 8+ years experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
- 3+ years people management experience
- 5+ years’ of industry, support or management consulting experience
Education Level
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field
Salary/Compensations
- CAD $128,000 - CAD $222,400 per year
About the Company
- Microsoft Customer and Partner Solutions-Core (MCAPS) accelerates customer outcomes and business growth by uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission.
- The Customer & Commercial Success (CCS) organization, an organization within MCAPS-Core, is the connected engine that turns Microsoft’s commercial strategy into execution at scale.
- 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.
Equal Opportunity
- Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.
- If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.