Microsoft Corporation Customer Success People Manager - Mission Critical in Istanbul, Turkey
Come join the Customer Success Organization!
Microsoft envisions a world where passionate innovators come to collaborate, envisioning what can be and taking their careers, places they simply couldn’t anywhere else. This is a world of more possibility, more innovation, more openness, and sky’s-the-limit thinking – a cloud-enabled world.
Our mission is to empower every person and every organization on the planet to achieve more. This mission is ambitious and at the core of what our customers and employees care deeply about. We have unique capability in harmonizing the needs of both individuals and organizations. We deeply care about taking our ideals and vision global and making a difference in lives and organizations in all corners of the planet.
We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas, because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference. To learn more about Microsoft’s mission, please visit: https://careers.microsoft.com/mission-culture
Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft is investing in a dedicated Customer Success team that will help Microsoft customers successfully adopt Microsoft Cloud solution and services.
The Cloud Solution Architect Manager (CSA Manager) for MEA is a people manager role reporting to the Enhanced Support Solutions (ESS) Time Zone Lead (CSA Manager) for EMEA. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) engineers in addition to the business accountabilities that underpin this delivery practice.
The CSA Manager is accountable for a team of highly-specialized Customer 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 Western Europe and United Kingdom ensuring the seamless delivery, collaboration and shared goals across the team.
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 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 ESS 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 results
Consistently handles areas of fiscal responsibility, staying within budget, and effectively staffing, and leading resources
Generates 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
Experience with Enhanced Support Services.
Strong people manager/leader.
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.
Project Management/Prosci Change Management/ ITIL certification is considered as a strong plus.
Strong interpersonal, presentation and communications skills.
Bachelor's degree in Business, Computer Science, Information Technology, or related field required (or equivalent experience)
PROSCI Change Management/ ITIL certification required.
Operational Control (operating and budgeted expense)
Resource Allocation (headcount and staffing plans)
Client Relationship Management
Cross Group Collaboration
Strong Communication Skills
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.