About this role
<b>Overview</b><br><p>Microsoft Customer and Partner Solutions-Core (MCAPS) accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.</p><p>The Customer & Commercial Success (CCS) organization, an organization within MCAPS-Core, is the connected engine that turns Microsoft’s commercial strategy into execution at scale — making it simpler and faster for the field to win for every customer, in every segment, region, and role. The organization brings together planning, landing, execution excellence, services portfolio and delivery, and field activation across Account Team Unit, Specialist Team Unit, and Customer Support Unit to accelerate customer value, drive growth, and strengthen the end-to-end experience across every customer moment.</p><p>Support for Mission Critical CSA Manager for ATZ. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) Cloud Solution Architects in addition to the business accountabilities that underpin this delivery practice. </p><p>The CSA Manager is accountable for a team of highly-specialized Cloud Solution Architects 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. </p><p>In this role you will be leading a highly diverse team located in Canada ensuring the seamless delivery, collaboration and shared goals across the team. </p><p>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.</p><br><br><b>Responsibilities</b><br><p>• Drives customer satisfaction and services revenue through delivery resource development, direction and mentorship. <br>• 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. <br>• Drives and is responsible for billable utilization goals. <br>• Participates in Area/Sub resource planning processes, using insights to re-skill or adjust resource levels. </p><p>• Drives visibility at Area/Sub level around Support for Mission Critical offerings and supports pipeline and contract renewals review. </p><p>• Influences and manages account team and customer expectations around Mission Critical solutions and leads value driven conversations. <br>• 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. </p><p>• Lead Customer Success & Business Growth: Direct teams in delivering secure, resilient, AI-enabled solutions that help complex customers achieve business outcomes, accelerate adoption and consumption, manage risks, remove blockers, and identify opportunities to expand Microsoft services, usage, and revenue.</p><p>• Develop Trusted Customer & Executive Relationships: Coach teams to act as strategic advisors to customers and executives, translate business challenges into Microsoft solutions, drive customer satisfaction and transformation, and influence decision-making through strong relationships with technical and business leaders, including CIOs and CISOs.</p><p>• Drive Team Performance & Partner Ecosystem Impact: Lead and empower teams through coaching, accountability, and professional development while orchestrating collaboration across Microsoft, partners, and customers to support strategic opportunities, technical pre-sales activities, and long-term business growth.</p><p>• Provide Technical Leadership & Industry Influence: Build team capabilities through mentoring and readiness programs, drive innovation and intellectual property development, influence frameworks and methodologies, and promote Microsoft solutions through thought leadership, industry engagement, and scalable best practices.</p><br><br><b>Qualifications</b><br><p><strong>Required Qualifications:</strong></p><p>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</p><p>3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers</p><p><strong>Additional Preferred Qualifications:</strong></p><p>5+ years’ of industry, support or management consulting experience. </p><p>Strong service delivery, time, project and priority management skills. </p><p>Strong interpersonal skills and the ability to work with customers at the C level. </p><p>Experience with managing critical and complex customer situations or incidents. </p><p>Project Management/Prosci Change Management/ ITIL certification is considered as a strong plus. </p><p>Strong interpersonal, presentation and communications skills.</p> <br><br><p>Cloud Solution Architecture M5 - The typical base pay range for this role across Canada is CAD $128,000 - CAD $222,400 per year. </p><p></p> <p>Find additional pay information here:<br><a href="https://careers.microsoft.com/v2/global/en/canada-pay-information.html">https://careers.microsoft.com/v2/global/en/canada-pay-information.html</a></p><br><br>Cloud Solution Architecture M5 - L'échelle salariale de base typique pour ce rôle dans l'ensemble du Canada est de 128,000 $ CAD à 222,400 $ CAD par année. <p></p> <p>Pour plus d'information au sujet de la rémunération, veuillez cliquer ici:<br><a href="https://careers.microsoft.com/v2/global/en/canada-pay-information.html">https://careers.microsoft.com/v2/global/en/canada-pay-information.html</a></p><br><br><p>Ce poste sera ouvert pendant au moins cinq jours et les candidatures seront acceptées de façon continue jusqu’à ce que le poste soit pourvu.</p><br><p>This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.</p><br><hr><br><p>Microsoft est un employeur offrant l’égalité d’accès à l’emploi. Tous les candidats qualifiés seront pris en considération pour l’emploi, sans égard à l’âge, à l’ascendance, à la citoyenneté, à la couleur, aux congés médicaux ou familiaux, à l’identité ou à l’expression de genre, aux renseignements génétiques, à l’état d’immigration, à l’état matrimonial, à l’état de santé, à l’origine nationale, à un éventuel handicap physique ou mental, à l’affiliation politique, au statut de vétéran protégé ou au statut militaire, à la race, à l’ethnie, à la religion, au sexe (y compris la grossesse), à l’orientation sexuelle ou à toute autre caractéristique protégée par les lois, ordonnances et règlements locaux applicables. Si vous avez besoin d’aide avec des accommodements religieux et/ou d’un accommodement raisonnable en raison d’un handicap pendant le processus de candidature, apprenez-en plus sur la <a href="https://careers.microsoft.com/v2/ca/fr/accessibility.html"><b><u>demande d’accommodement.</u></b></a></p><br><p>Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about <a href="https://careers.microsoft.com/v2/global/en/accessibility.html"><b><u>requesting accommodations.</u></b></a></p>