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Microsoft Corporation Federal CSA Manager - Cloud & Customer Experience (CCx) Leader - CTJ in New York, New York

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

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 organization is looking for a talented and experienced individual, with strong thought leadership, to lead and grow the Cloud & Customer Experience business focused on Modern Service Management, Adoption Change Management, User Experience & Accessibility, and Testing Optimization to enable Federal customers.

The CSA Manager is a people manager within our Customer Success organization focused on Operations, Change Management and User Experience in a holistic way, enabling Microsoft Cloud consumption and delivering success through empowerment and accountability by modeling, coaching, and caring.

The CSA Manager 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 Manager 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 Manager hires appropriate technical individuals to meet the demands of our Culture and Cloud Experience business, head count objectives and partners closely with the Global Resource/Capacity Management teams in workforce capacity planning and placement.

The CSA Manager plans, prioritizes, translates, communicates, and implements the broader business strategy at the team level, defined by its organization leader, while fostering a culture of inclusivity and growth mindset.

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.

Responsibilities

People and Technical Delivery Management

  • 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

  • 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.

  • 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

  • Partner and collaborate with other teams/key stakeholders on related goals/deliverables and effectively leverage others in relevant work streams.

  • Participate as a member of the extended Strategy Team in the creation of strategy, targets and processes that will enable successful attainment of goals.

  • Effectively translate and communicate Microsoft and Customer Success strategy and goals to the field.

  • Land strategic change initiatives or programs with your team.

  • 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.

Qualifications

  • Required Qualifications:

  • At least 5+ years of experience in technical sales, engineering, consultative delivery, technical support, product support, customer service industry, or related.

  • At least 3+ years of experience in either people management or as a team lead in a customer facing role or business.

  • At least 5+ years of experience working with Enterprise customers in any of the following: driving change management, technical adoption, developing technology strategy, providing customer technical readiness and enablement, delivery support services, on premise and remote technical support, solution development, account management; technical requirements gathering; broad evangelism through events and community or related. Additional Qualifications Professional

  • 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.

  • Strong ability to attract, develop and retain top talent.

  • Flexibility and ability to adapt to ambiguous and changing situations.

  • Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.

  • Capability to supervise work, set the behavioral example and adjust strategies and tactics, as necessary.

  • 5+ years of experience leading and developing people.

  • Strong conviction that people can learn anything by applying the right amounts of time, effort, and willingness.

  • Equally strong conviction that you can lead to great success without having to push metrics to individual team members.

  • Adept at coordinating team meetings to communicate team information, conduct training and to receive team feedback.

  • Proficiency in coordinating and conducting 1:1 meeting with individual team members to provide instruction, coaching and personal development as well as to receive personal feedback.

  • Excellent writing skills and ability to write and deliver individual reviews.

  • Qualified to maintain individual and team discipline, cohesiveness, and morale.

  • Exceptional leadership, collaboration and negotiation skills working in a complex, matrix organizational structure.

  • Ability to manage high pressure situations. Technical

  • Proven ability to map the customer’s needs to technical solutions.

  • Strong discipline understanding of operations management, change management, or user experience in the Microsoft Cloud.

  • Ability to stay up to date on new/improved Azure scenarios and workload.

  • 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.

  • ITIL Certification is a plus

  • PROSCI Certification is a plus

  • Understanding of Design Principals and prior experience with User Experience Design is a plus.

  • Understanding of Accessibility 508 compliance is a plus.

  • Knowledge of Testing lifecycle and prior experience with testing is a plus.

Education

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or related field preferred

  • Background or experiences in operations management, change management, and user experience is a plus.

The successful candidate must be a U.S. Citizen. Citizenship Verification: This position requires verification of US Citizenship to meet Federal government security requirements.

Secret Clearance:

The successful candidate must have an active U.S. Government Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.

Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

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 (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.

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