DirecciónOverview
As a Cloud Solution Architect Manager, you will lead a team of people who enable customers to achieve their outcomes, based on their investments in Microsoft technology.
Leveraging your business and technical expertise, you will coach the team to ensure customers get value from their MS investments such as M365 Enterprise solutions and Unified support investments.
Qualifications
Required / Minimum Qualifications :
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud / infrastructure technologies, information technology (IT) consulting / support, systems administration, network operations, software development / support, technology solutions, practice development, architecture, and / or consulting
- OR equivalent experience.
Additional or Preferred Qualifications :
- 6+ years of experience working in a customer-facing role (e.g., internal and / or external) leading Support and Customer success teams
- 5+ years of experience in people management preferred
- 8+ years of experience in consultative selling ideally in consulting or technical sales
- Cross Group Collaboration : Passion for making others successful by partnering with all required Microsoft stakeholders in the subsidiary to drive role clarity and effective cross-team collaboration.
- Leadership : Lead by example via deep, direct involvement in customer engagements and a "showing by doing" mindset.
- Talent Management : Ability to execute team readiness and development by attracting, developing and retaining a talented team of different profile of resources.
- People Management. : Ability to support, coach and enable to ensure effective delivery against the Utilization targets, drive adoption, and create high-quality customer success plans.
Manage performance through appropriate 1 : 1s and connect sessions, conduct performance management assessments and reviews annually (FTEs).
Operational Excellence : Ability to run the monthly / quarterly Rythm Of Business (ROB) process and Scrum, both collecting performance data from the team and reporting performance to the Customer Success Unit Lead and Corporate Team.
Manage team appropriately to reach agreed to KPIs.
- Fluency in SaaS solutions from Microsoft or its key competitors.
- Customer Success & Support :
- Proven ability to map the customer’s business process to product capabilityBackground in architecture design to apply design thinking methodology to construct architectures that drive value for the customer, incorporating policies, governance, and customer systems into the overall framework.
Understanding of Microsoft 365 and Azure solutions, and how Security, compliance, and identity solutions to provide a holistic and end-to-end solution.
Strong technical understanding of Microsoft 365, Teams, Employee Experience Solutions, Microsoft 365 Copilot, Telephony workloads.
Responsibilities
Empower customers to realize business value
Guide the team to help customers meet business goals by creating an intent for usage across priority workloads leveraging usage for growth.
Ensure the team orchestrates by Microsoft Customer Engagement Methodology, working with Account Team / Technical Sales Team / Customer Support Account Team to drive intent on Modern Workplace workloads & with Global Partner Solutions to align on co-sell.
Ensure operational excellence using required tools / processes.
Coach the team to optimize customer cloud investments & realize value, using Solution Plays & Value Based Deliverables to drive value realization of Modern Workplace workloads.
Coach the team to identify opportunities for adjacent / cross Solution Area workloads, ensuring they are in Microsoft Sales Experience system.
Coach the team on accurate milestone reporting.
Ensure achievement of Unified through timely staffing of customer activities. Coach the team to work with Customer Success Account Managers to include Value Based Deliveries / Designated Engineers / Enhanced Designated Engineers in Customer Success Plans & contribute to achievement of team Unified targets by leveraging Solution Plays.
Ensure teamwork with Customer Success Account Managers / Specialist Technical Unit Specialists to identify opportunities for customer activities, resulting in Unified / Teams Phone enablement / Viva Premium / Front Line Worker usage.
Deliver differentiated customer experiences
Coach the team to accelerate customer outcomes & time to value by prioritizing the use of Value Based Deliveries & repeatable IPs.
Ensure a connected One Microsoft" customer experience, ensuring the team executes per Microsoft Customer Engagement Methodology orchestration guidance to drive activities & team for success through active engagement in Customer Success Plans & Consumption Plans.
Coach the team to act swiftly on customer feedback, devising solutions & unblocking issues by leveraging local account team reviews / scrums, Customer Success Account Managers & Solution Area Programs & resources such as Unified Action Tracker (UAT), OneAsk, Technical Insiders, resulting in positive customer experience.
Ensure the team leads customer conversations, deliveries by Customer Success Plans & Solution Play Checklists, to enable realization of customer priorities & objectives.
Drive weekly triage of actions & gain insights on Consumption performance. Resolve staffing needs & support workforce planning by developing / hiring people with capabilities.
Drive operational excellence
Coach the team to guide customer journeys to our cloud & ready them to innovate with AI by providing thought leadership through constructively challenging customer thinking & applying knowledge of the customer, industry, market insights & Microsoft subject matter expertise.
Evolve the team as technical leaders, coaching them to increase their technical capabilities by taking ownership of their own development plan.
Help Cloud Solution Architects prioritize appropriate learning to grow their proficiency using the demonstrated capabilities framework, ensuring they maintain up-to-date skills assessments & achieve certifications / accreditations / recommended skilling as agreed.
Coach team to contribute to success of others by engaging with local / global communities, mentoring & contributing to team & Solution Area success through IP sharing.
Proactively share / leverage best practices across your territory / Area / Worldwide.
Deliver success through empowerment and accountability by modeling, coaching, and caring.
Model : live Microsoft culture, embody its values, and practice its 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.
Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
