Sr. Customer Solutions Manager

Sr. Customer Solutions Manager (CSM)

AWS Global Services (AGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers. Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. Millions of customers - including the fastest-growing startups, largest enterprises, and leading government agencies - are using AWS to accelerate innovation, become more agile, and lower costs.

AWS is seeking a Sr. Customer Solutions Manager (CSM) to work with customers who invest in a large portfolio of diverse lines of autonomous businesses with the express goal of helping the customer accelerate value creation across the portfolio through business transformation. The successful candidate will help the customer design and rapidly execute strategic migrations to the AWS cloud and build modern, cloud native solutions that fulfill their highest ambitions. You will work backwards from customer objectives, utilize AWS best practices developed over thousands of engagements, and design and execute an end-to-end cloud adoption experience. Your customers capture the full potential of AWS' industry-leading solutions.

As a CSM, you are a thought leader with a strategic, business mindset. You use your technical acumen, program management, organizational change management, and communication skills to problem solve, challenge the status quo, and align a broad range of multidisciplinary teams including sales, solution architecture, enterprise support, product development, professional services, and partners.

In this role, you will earn trust across the customer's organization, identify strategic opportunities, uncover cloud use cases, establish roadmaps and actionable program plans, capture success criteria, manage a large number of initiatives across the diverse portfolio of businesses, orchestrate advanced technical architectures, and establish programmatic governance. You own and drive execution excellence for the end-to-end customer cloud journey (e.g., technical, operational, organizational, and educational) that span IT teams, executives, and business units.

At AWS we value critical thinking, self-motivation, and ability to thrive in ambiguous, entrepreneurial environments. You pay attention to detail but also think big on behalf of our customers. As a CSM, you have a business outcome mindset, broad technical background, and a driven problem-solver. You are a team player, use data to make decisions, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth's most customer-centric experiences.

Here at AWS, we embrace our differences and view them as a key driver of innovation. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon's culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

We value Work and Life balance and understand that it looks different from person to person. Our team is dispersed across North America and stays connected through remote meetings, calls and emails. We work hard each day in a fast-paced dynamic environment, but value the need for downtime to unplug and recharge. We want employees who enjoy what they do, and do what they enjoy at work, at home and beyond. We encourage our team members to partner with their managers to strike the right balance.

AWS is a growth environment - we're hiring and scaling rapidly to meet the needs of our internal and external customers. You'll have the opportunity to grow your scope of influence naturally as we scale, deliver initiatives that make an impact and allow you to build your skills, and will have the opportunity to help hire & develop other leaders along the way.

Key Job Responsibilities

- Operate independently in dynamic and undefined situations, using high judgment and technical acumen to make decisions despite incomplete information and drive successful outcomes.

- Serve as a trusted advisor to senior customer stakeholders and decision makers, shaping strategies that influence customer transformation initiatives.

- Drive execution at strategic and tactical levels - setting objectives, designing effective governance structures, negotiating resources and priorities, and ensuring long-term value realization.

- Translate complex technical and business requirements into transformative adoption strategies, ensuring technical solutions connect directly to measurable business outcomes.

- Perform architectural solution reviews and educate customers on solutions, services, and new features that better serve their needs.

- Drive real-time, hands-on customer demos, workshops, and immersion days, using emerging technology to accelerate value.

- Communicate effectively across all external organizational levels - from technical leads to business executives and C-suite - delivering clear, concise messages verbally and in writing that drive alignment.

- Leverage emerging technologies to proactively build, optimize, and scale mechanisms that eliminate non-differentiated work and reduce adoption friction across multiple engagements.

- Build technical and execution best practices that enhance team capabilities, and mentor team members on technical approaches.

- Provide actionable customer insights and feedback that inform AWS service improvements.

- Contribute to community technical expertise by publishing AWS blogs and delivering presentations at public forums.

Basic Qualifications

- 7+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience.

- 4+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience.

- Bachelor's degree in science, technology, engineering, math, business or equivalent.

- Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams.

Preferred Qualifications

- AWS Professional level certification, or 3+ years of cloud architecture and solution implementation experience