Job Details
Posted date: Nov 20, 2025
Category: Cloud Solution Architecture
Location: Multiple Locations, Multiple Locations
Estimated salary: $45,000
Range: $45,000 - $45,000
Employment type: Full-Time
Work location type: 0 days / week in-office – remote
Role: People Manager
Description
OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
In the Customer Success team, we are looking for people with a passion for delivering customer success. The Mission Critical team is a team of Cloud solution Architects who enable SfMC customers to achieve their outcomes, based on their investments in Microsoft technology.
The Cloud Solution Architect Manager (CSA Manager) is a people manager role reporting to the Support for Mission Critical Time Zone Lead (CSA Manager) for Asia. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) Cloud Solution Architect Engineers in addition to the business accountabilities that underpin this delivery practice.
The CSA Manager is accountable for a team of highly-specialized Cloud Solution Architect 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 EMEA, Americas and Asia to ensure consistency of readiness and delivery. The CSA Manager drives delivery execution through team preparedness, precision delivery, overall utilization & high customer satisfaction in a cost-efficient manner. The CSA Manager may be involved in pre-sales and planning as it relates to capacity planning and delivery planning. There will also be some responsibility for business development activities in your designated geography, working with global blackbelts (GBB), architects and Customer Success Unit stakeholders.
In this role you will be leading a highly diverse team located across Asia, ensuring the seamless delivery, collaboration and shared goals across the team.
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
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 billable hours 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 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 resultsConsistently handles areas of fiscal responsibility, staying within budget, and effectively staffing, and leading resourcesGenerates 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
Bachelor's Degree in Computer Science, Information Technology, or related field (or equivalent experience)5+ years’ experience in people management with proven track record and experience in leading people managers5+ years of experience driving organizational change management or technical adoptionExperience in Customer Success or Support businessAbility to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customersThought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written, and presentation skillsDeep understanding of delivery skills, methodologies, and tools requiredPROSCI Change Management and ITIL certifications considered a strong plus
Competencies
Strong leadershipOperational control (operating and budgeted expense)Resource allocation (headcount and staffing plans)Client relationship managementCross-group collaborationStrong communication skills
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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.
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