Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
We are looking for a Global Solution Architect (GSA) manager, specializing in AI Business Solutions, who is passionate about driving our customers’ AI transformation on the Microsoft platform. This role will be part of the Customer Success AI Business Solutions team and is designed to engage in the execution of consumption within key accounts.
The ABS GSA Manager is a senior people and business leader responsible for driving AI innovation, incubation, and scale across strategic customers. This role leads a team of GSAs (incl Early in Career GSAs) and works in close partnership with Sales, CSAMs, and global peers to validate AI scenarios, shape repeatable offerings, and accelerate platform wins across Microsoft’s AI stack.
This is a high impact leadership role requiring strong execution, cross group influence, and the ability to operate effectively across multiple countries, cultures, and time zones.
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
People Leadership • Lead, coach, and develop a team of GSAs across multiple countries • Build a high performing, inclusive team with strong technical depth and customer empathy • Drive clarity on priorities, capacity, and role expectations across geographies • Partner with Global and Regional leaders on talent planning, hiring, and succession Business & Delivery Leadership • Own ABS GSA execution across strategic accounts and priority initiatives - lead the Digital Copilot and Agents Accelerator initiative for your geo • Ensure customer engagements align to ABS objectives: Win the Platform, Agents for All, and scale innovation • Balance hands on customer engagement with effective delegation and team empowerment • Act as a senior escalation and decision point for complex customer scenarios Innovation & Incubation • Lead the incubation and validation of AI and agent based scenarios • Partner with global IP, Product, and Engineering teams to shape scalable offerings • Ensure learnings are captured and fed back into global solutions and playbooks • Drive reuse, standardization, and repeatability across customer engagements Cross Group Collaboration • Work closely with Sales, CSAMs, and Business Value teams to align execution • Partner with other GSA leaders globally to ensure consistency and leverage global best practices
Qualifications
Required Qualifications:
Bachelors Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 10+ 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. 7+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.
Additional Preferred Qualifications:
• Proven experience leading senior technical or solution architecture teams in a matrixed environment • Strong background in enterprise technology, cloud, or AI led transformation • Demonstrated ability to lead across multiple countries and cultures • Strong executive communication and stakeholder management skills • Track record of driving clarity, focus, and results in complex environments
Leadership Expectations • Models Microsoft culture, values, and leadership principles • Creates clarity and focus in ambiguous, fast moving environments • Builds trust with customers and internal partners • Develops future leaders and invests in long term capability building • Balances short term execution with long term strategic impact
• Experience with Microsoft platform technologies (Azure, Copilot, agents, data, M365) • Prior experience in customer facing roles (architecture, consulting, delivery, or technical sales) • Experience building or scaling innovation programs or technical incubation models
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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 **requesting accommodations.**