Cloud Solutions Architect Manager - Global Accounts

Overview

iCSU is Microsoft's Customer Success organisation for our largest multinational customers. It works across three time zones (Americas, EMEA and Asia) as one global team, so a customer gets the same quality of engagement wherever they operate. Customer Success Account Managers own the executive relationship, coordinate stakeholders and plan the customer's journey. Cloud Solution Architects (CSAs) turn business needs into working solutions in AI, Copilot and agents, Azure, data and security. We work closely with the account teams, local Customer Success Units (CSUs), delivery and engineering. Our goal is to move customers from buying Microsoft technology to getting real business value from it. iCSU Vision is to be the trusted transformation partner for the world's most global enterprises, so every customer gets measurable business value from Microsoft AI and Cloud in every country where they operate.

As an iCSU CSA manager, you lead CSAs who handle some of Microsoft's most complex and visible customer relationships. You work across countries and functions, and your team's results are measured by customer outcomes. It's a role for leaders who want global scope, close contact with senior executives, and the chance to shape how Microsoft delivers AI transformation at scale.

By leveraging your business and technical expertise, you will coach and empower your team to drive outcomes through AI Business Solutions and Unified Support. This is a people management role, with accountability for a portfolio of customers and aligned Microsoft business metrics.

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

• Customer Engagement & Feedback: Enhance customer engagement by improving account coverage ratios, increasing technical capacity for Copilot and Agents, and ensuring every customer interaction delivers value and drives usage. Ensure team delivers feedback, insights, success stories and strategic/technical input from customers with Engineering teams, Product Offerings teams and/or internal communities.
• Strategic Leadership: Lead your team in driving the end-to-end Copilot & AI journey for customers across Chat, M365 Copilot, Copilot Studio, D365 and Power Platform. Deliver cloud-based endpoint management and virtualization solutions. Ensure the health and growth of the D365 & Power Platform customer base.
• Team Development: Drive skill development and training through programs like Tech Boost, Tech Excel, and Tech Connect for technical skills. Drive business value and BDM engagement skilling, coaching your team on how articulate the business value impact of transforming with AI. Foster a culture of continuous learning and development within your team that includes sharing experiences/learnings with the broader CSA community.
• Resolve blockers with urgency: Drive team to anticipate, identify, escalate and mitigate blockers to accelerate solution deployment and usage.
• Operational Excellence: Focus on operational excellence by aligning technical & business value paths to metrics, ensuring accurate milestone creation and implementing rigorous execution to drive usage excellence across the portfolio.
• Unified & VAS growth: Ensure team delivers with excellence to give customers great Unified experience that helps realize the value they invest in. Coach the team to use all available engagement opportunities to create VAS or Unified opportunities that the STU will drive, leading to Unified VAS growth.

Qualifications

Required Qualifications (RQs)

• 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
• OR equivalent experience
• AND 3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers

Preferred Qualifications (PQs)

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 12+ 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 Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
• OR equivalent experience
• 6+ years experience working in a customer-facing role (e.g., internal and/or external)
• 6+ years experience leading technical projects, teams, or functions
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications)
• 5+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers
• Functional or technical certification in one or more of the Microsoft Dynamics 365 apps and fluency in SaaS solutions from Microsoft or its key competitors

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.