|Location:||Chevy Chase, Maryland, Reston, Virginia, Washington, District of Columbia|
|Job Type:||Full Time|
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. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.
Microsoft Federal delivers a single unified organization centered around our customer: All critical customer functions are brought under the same organizational umbrella. Bringing together the breadth and depth in our space with a razor sharp focus on serving the U.S. Government. Our federal customers’ expectations of how to contract, interact, and partner with us are changing, and they need to evolve at the pace of the private sector. Launching a nimble, empowered organization with comprehensive resources allows us to work hand in hand with our customers to accelerate their technology innovation, whether through R&D or through direct contracting.
Microsoft Federal serves the U.S. Government (USG), allowing Microsoft to support the growing government business. The organization supports the capabilities and requirements to service USG through direct sales, contracting, and billing with the USG. Microsoft Federal entity will meet obligations of manage contracts with the USG through six business teams and three enablement teams.
We are committed to empowering our teams, building upon our strategic investments, and delivering the technology to achieve federal missions. As our federal customers pursue their work, from defending the nation, to serving its citizens in challenging times, they look to Microsoft to help them innovate, and they expect end-to-end engagement tailored to their needs.
Microsoft has been committed to and continues to heavily invest in supporting our Federal Government. Microsoft Federal offers our full spectrum of products and services, including hardware, software, online products, and consulting and services.
Join us and be one who helps to empower the US government! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact.
Microsoft Federal Customer Success Unit
Join a team with a unique mission to deliver a unified and differentiated customer experience at the pace the US Government needs. On July 14th, 2020 Microsoft announced the design and establishment of a federal government operating entity known as “Microsoft Federal” to service the US Government. We will focus on growing this important business by changing the way we operate to align to our customer’s expectations and improving the customer experience. We are designed for and have a track record of working with Federal government to overcome their unique challenges. We are here solely to maximize government customer ROI and accelerate digital transformation in support of their mission.
Do you want to support and enable concept execution for the US Federal Customer Success Unit to drive successful outcomes for US Federal organizations? Do you like to foster and manage stakeholder relationships with account delivery leadership, product development, customers, and partners to provide delivery excellence support for multi-phased, complex solution deliveries? As the size and complexity of our business grows, we need the ability to provide leadership, strategic and tactical guidance to our Customer Success team, who are leading the largest accounts on a full-time basis to ensure success. Our Customer Success organization collaborates with teams that design and build Microsoft technology and leverage the Microsoft ecosystem to assemble the right group of experts and partners.
We are looking to hire a Cloud Solution Architect Director (CSA Director) for the Federal Customer Success Unit, Azure - Application & Infrastructure team who will serve at the forefront of our customers’ digital transformation.
The CSA Director will:
- Play a key role in helping our customers achieve digital transformation
- Guide the Customer Success Customer Engineer and Cloud Solution Architect teams collaboratively in driving change management, consumption and adoption activities with key Business Decision Makers and IT Decision Makers; helping reduce implementation risk; driving usage of existing solutions; and identifying new opportunities for Microsoft cloud in Infrastructure and Applications
- Enable customers to realize value from their investments, and create passionate advocates
- Partner closely with customer-facing sales leadership; use knowledge to grow cloud consumption
- Directly manage full time employees and/or vendors (CSA Managers, Cloud Solution Architects, and Customer Engineers) to design an organization for optimal customer focus and service
- Develop strategic, ongoing customer relationships, gaining trust and respect to fuel retention, growth, and satisfaction
The CSA Director will be key in leading a talented group of professionals with the execution of work for our largest US Federal customers. Working closely with our account aligned delivery leadership, customers, and Federal leadership team, the CSA Director will drive initiatives to ensure customer success.
This position requires extensive travel (25-50%+), mostly within US.
Key responsibilities include:
Evangelize Microsoft cloud roadmap
Help customers optimize their investment
Ensure customers achieve desired consumption/adoption targets by establishing intent and driving adoption; partner with other functions as needed
Build strategy, targets, and process
Foster culture of customer-centricity, accountability, and collaboration
Build strong client relationships
Cultivate strong/active network of partners to drive consumption, deliver customer value
Ensure customers are supported by partners by establishing a collaborative, customer-first relationship with partners
Engage with appropriate Microsoft or Partner resources to ensure awareness and understanding of Customer Success organization and roles
Advance customer interests by shaping the end-to-end customer experience
Lead team to be proactive, agile and responsive to “Voice of Customer”
Be a credible and trusted advisor to customers on their technology and business needs
Remove blockers via escalation, scoping, feedback and coaching
Deliver high standards of technical excellence in Customer Success teams
Be a credible industry spokesperson on customer success and technology
Be sought out for thought leadership to influence actions/results at senior levels
People Management responsibility of a team comprised of Customer Engineers, Cloud Solution Architects, and their CSA Managers
Attract, develop and retain a talented team of CSA Managers and Individual Contributors
Form and develop diverse, high-performing Customer Success team
Coach employees, be a role model, and lead by example
Manage performance expectations, accountability for results, and recognition
Create a diverse, inclusive, engaging and motivating environment
Customer Success discipline and accountability
Run regular ROB process, collect performance data and report performance on assigned business sector
Engage regularly with customers for feedback on improving engagement with Microsoft
Ensure execution of pipeline management, issue escalation, forecasting, and strategic plans
Drive integrated customer planning to ensure seamless hand-offs between internal customer facing organizations
Lead by example by bringing in other functions to act on Customer Success qualified leads or expansion opportunities
Help CSA Managers, Customer Engineers, and Cloud Solution Architect resources connect to relevant Microsoft stakeholders and build relationships across the enterprise
Leverage knowledge of Microsoft to work across groups, influence stakeholders, resolve issues, and manage risk
The capability to be effective requires a senior executive who has held strategic leadership roles within Microsoft and/or executive leadership positions within global services or customer organizations. The ability to connect and relate to senior customer executives easily and effectively is an imperative.
Bachelor’s degree or equivalent experiece, Master’s/MBA desirable
10+ years demonstrated experience leading business process, people management, and multi-faceted customer focused teams
Demonstrated capability in selling and implementing solutions across large, global, complex customer projects
Strong executive presence and demonstrated ability to build, extend and maintain senior client and partner relationships to meet current and future customer needs
Exceptional communication, team building and mentoring skills to create exceptionally strong morale and spirit among diverse teams
People Management Experience - Experience with hiring, staffing, professional development coaching, and performance management required
Competency in Negotiation & Conflict Management, Organizational Agility, Open Communications, Strategic Leadership, Dealing with Ambiguity & Change Management, and Managing Systems & Process
The successful candidate must be a U.S. Citizen.
Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.