Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.
In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.
To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
The CSA Manager is a people manager within our Customer Success organization focused on the Security solution area and our Cybersecurity CE capabilities, enabling consumption and delivering success through empowerment and accountability by modeling, coaching, and caring.
The CSA is accountable for leading a team of individual contributors (Customer Engineers) who serve as deep technical advisors who are focused on retaining customers by ensuring they receive the best outcomes from their investments in the very latest Microsoft technologies and services.
The CSA executes the annual people rhythm of the business for their team including 1-1’s, Connects, Career Development, Awards / Rewards with a focus on developing and retaining talent.
The CSA hires appropriate technical individuals to meet the demands of our Security & Cybersecurity business, head count objectives and partners closely with the Global Resource / Capacity Management teams in workforce capacity planning and placement.
The CSA plans, prioritizes, translates, communicates, and implements the broader Security & Cybersecurity business strategy at the global level, working collaboratively with the Solution Area leadership, while fostering a culture of inclusivity and growth mindset.
In addition the CSA will lead our Cybersecurity capabilities, strategy, community (Cyber champs program), and cross functional alignment globally.
This is a highly collaborative role responsible for building a culture of technical intensity and customer focus, with the prevailing business priority being the customers’ successful adoption and productive use of Microsoft cloud technologies.
People and Technical Delivery Management - 60%
Business Strategy & Management - Deliver Results through Teamwork - 30%
Customer Success Management and Change Leadership - 10%
Core responsibilities :
People and Technical Delivery Management - 40%
Lead all aspects of people and performance management for your team in alignment with the annual People Rhythm of Business.
Model : Live the culture, values and leadership principles. Share your management philosophy with your team and make it real through your words and actions while modeling a growth mindset.
Coach : Enable others’ performance and support your direct reports professional and career development by leveraging seasoned coaching skills and techniques.
Care : Empower others to discover, connect, and grow. Demonstrate empathy while engaging in candid conversations (Connects, Perspectives, 1 : 1’s).
Attract , develop, recognize and retain talent.
Foster an environment of inclusion, that leverages diverse perspectives and talent, to better represent and understand our global customers.
Drive tech intensity through comprehensive technical and professional readiness plans with a focus on cloud solutions, consumption, digital usage and your Solution Area.
Instill excellent quality delivery practices and champion IP re-use / creation while optimizing team productivity and Customer value.
Anticipate and remove delivery blockers and effectively address stakeholder and customer escalations.
Business Management - Deliver Results through Teamwork - 30%
Achieve or exceed personal and team goals / KPI’s from quarter to quarter.
Fulfill Customer’s contractual obligations with a focus on quality delivery
Plan the team’s work to achieve goals and respond effectively to changing priorities while maintaining team energy and results.
Lead and manage our global Cyber incident response capabilities, achieve customer and business outcomes for IR.
Hold the team and individuals accountable for results and recognize appropriately.
Consistently manage areas of fiscal responsibility, staying within budget, and effectively managing resources.
Achieve business and operational excellence for your team through consistent and timely use of published guidelines, best practices and tools.
Drive customer obsession by ensuring all constructive feedback from Customers and internal stakeholders is obtained and addressed through coaching and upskilling direct reports.
Customer Success Management and Change Leadership - 30%
Partner and collaborate with other teams / key stakeholders on related goals / deliverables and effectively leverage others in relevant work streams, specifically the Security Solution Area and cross functional Cybersecurity stakeholders, including CSS, DART, and CRSP (MCS).
Participate as a member of the extended Security Strategy Team in the creation of strategy, targets and processes that will enable successful attainment of goals.
Sponsor the Cyber Champs program globally.
Effectively translate and communicate Microsoft and Customer Success strategy and goals to the field.
Land strategic change initiatives or programs with your team and across GSMO CSUs.
Ensure your team is effectively guiding customer / partners through relevant change initiatives.
Continue to grow leadership, executive communication, business acumen and coaching skills while role modeling tech intensity.
Continue to develop your competency in core change-management methods and techniques.
Required / Minimum Qualifications
Proven track record in technical sales, engineering or consultative delivery
Advanced experience in Microsoft Security products and Cybersecurity services delivery
High level experience driving change management or technical adoption
Collaboration. Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers
Communication. Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills
Proven ability to map the customer’s needs to technical solutions
Strong technical understanding of Security & Cybersecurity
Ability to stay up to date on new / improved Security scenarios and workloads
Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results
Demonstrated Technical leadership through prior technical coaching / leadership roles
Ability to act on Customer Escalation needs, Unblock the customer through orchestration of right resources at the right time
Additional / preferred Qualifications
Advanced experience in people management
Bachelor's degree in Computer Science, Information Technology, Engineering or related field
Prior work experience in other software and / or services companies such as Amazon, VMware, Google, IBM, Oracle
German, French or Spanish in addition to fluent English