【日本マイクロソフト株式会社】Cloud Solution Architect Mgr - SfMC Japan
仕事内容
Overview
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
Support for Mission Critical (CSA Manager) for Japan. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) Cloud Solution Architect Engineers in addition to the business accountabilities that underpin this delivery practice.
The CSA Manager is accountable for a team of highly-specialized Cloud Solution Architect Engineers 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 and Asia and the globe 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), pre-sales architects and Customer Success Unit stakeholders.
In this role you will be leading a highly diverse team located across Japan ensuring the seamless delivery, collaboration and shared goals across the team.
This role is flexible in that you can work up to 50% from home.
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
Drive customer satisfaction and services revenue through delivery resource development, direction, and mentorship
Drive the staffing process by balancing customer technology needs with resourcing expertise in the team and hire appropriate technical talent to meet the demands of our customers
Drive and be responsible for billable utilization goals
Participate in Area/Sub resource planning processes, using insights to re-skill or adjust resource levels
Drive visibility at Area/Sub level around Support for Mission Critical offerings and support pipeline and contract renewals review
Influence and manage account team and customer expectations around Mission Critical solutions and lead value-driven conversations
Work 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
Work effectively across multiple roles to successfully achieve business goals
Conduct overall performance management, including mentoring, assessing resource impact, rewards, etc.
Drive technical and professional role readiness across their team
Recognize and develop team members’ strengths, aligned to capability needs, resulting in strong delivery results
Consistently handle areas of fiscal responsibility, staying within budget, effectively staffing, and leading resources
Generate an inclusive workgroup environment, which encourages cross-group collaboration
Communicate vision, business direction, & workgroup core priorities
Demonstrate excellent leadership and business impact in driving key business initiatives
Ensure Governance activities occur in line with Support for Mission Critical standards
A successful CSA Manager's focus areas include: Strong leadership, Operational Control (operating and budgeted expense), and Resource Allocation (headcount and staffing plans).
You will need to lead and motivate others, evaluate talent, have a high level of selling and customer/partner service skills as well as have the ability to think strategically.
応募資格(必須経験など)
Qualifications
Professional
Experience in Support Services
Strong people manager/leader with at least 3 years people management experience
5+ years of industry, support, or management consulting experience
Strong service delivery, time, project, and priority management skills
Strong interpersonal skills and the ability to work with customers at the C level
Experience with managing critical and complex customer situations or incidents
Project Management/Prosci Change Management/ITIL certification is considered as a strong plus
Strong interpersonal, presentation, and communications skills
Language Qualification
Japanese Language: fluent in reading, writing, and speaking
English Language: confident in reading, writing, and speaking