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About the Role

As an AWS Customer Solutions Manager (CSM), you will establish a deep understanding of your customer's business vision, culture and processes. You will lead the successful adoption of AWS, guiding customers through the people, process, and technology facets of their cloud transformation journey. You will serve as the customer’s cloud journey coach and voice of customer within AWS, evangelizing customer needs to AWS leadership, product, and engineering teams. You leverage your communication, program management, technical, operations, and transformation acumen to understand your customer's strategic goals, translate them into an executable plan, and deliver successful, often industry changing, customer outcomes on AWS.

Responsibilities

Customer Solutions Managers (CSMs) are obsessed with accelerating our customer’s cloud adoption and driving value from investments in the cloud.
CSMs have ownership of customers’ cloud enablement / adoption readiness, driving migrations at scale, leading digital transformations, and benefit/ value realization for AWS customers.
CSMs focus on driving customers’ people and operating model change.
CSMs ensure customer leaders have sufficient knowledge of AWS and establish an education strategy to up-skill technical and non-technical roles across the customer’s organization.
CSMs work closely with customer stakeholders, to define their cloud’s business case, establish a vision / roadmap for their cloud program.
CSMs are customer advocates, driving resolution of blockers to migrations and new solutions on AWS by delivering successful proof of concepts and creating paths towards value realization.
CSMs define a detailed plan which includes key milestones collectively owned by Customer, AWS and Partner teams.
CSMs partner with our customers to install and mature their Cloud Business Office capabilities, accelerate migrations and broader adoption of AWS at scale.
CSMs work with our customers to establish the Cloud Leadership team and broader governance structures to effectively govern both our partnership with the customer, and the customer’s adoption of AWS.
CSMs drive the effective use of mechanisms to improve migration velocity and customers’ ability to operate business applications at scale on AWS, reducing the customer’s time to benefit.
The primary focus for a CSM, is serving as the cloud change agent for our customers, bringing structure, programmatic discipline and thought leadership to drive forward migration readiness, migration velocity and digital transformation/ modernization.
CSMs balance bringing best practice AWS learnings to the customer, with the freedom to explore to find innovative ways to help tailor existing learnings and/or build something new that is more relevant and impactful to our customer needs on AWS.
Ultimately, the CSM is driven by making sure the customer realizes their goals and ambition on AWS, key obstacles are rapidly unblocked enabling the customers cloud journey to efficient.
The CSM’s primary goals are to 1) drive operational excellence for the end-to-end customer engagement through program management excellence; 2) help customers develop the people, change management, organizational readiness, and technology competences required to modernize in the cloud; and 3) increase cloud value to the customer by identifying new opportunities and working with the sales team to win new business.
CSMs will have expertise in program management, customer value mapping, change and organizational management, and migration/modernization execution that are unique in the account team.

Requirements

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
Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
Experience with problem solving and disruptive innovation, developing technology programs and working across customer organizations
Experience driving collaborative projects from conception to delivery, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure

Skills

Communication
Program management
Technical acumen
Operations acumen
Transformation acumen
Data driven
Detail driven
Stakeholder buy-in
Executive communication
Team level communication
Collaboration
Problem solving
Navigating ambiguity
Autonomous leadership
Cloud enablement
Cloud adoption readiness
Migrations at scale
Digital transformations
Benefit realization
Value realization
People change management
Operating model change
Cloud business case development
Cloud vision and roadmap development
Customer advocacy
Proof of concept delivery
Cloud migration strategy
Digital transformation strategy
Cloud Business Office capabilities
Cloud Leadership team establishment
Governance structures
Migration velocity improvement
Operating applications at scale on AWS
Cloud change agent
Programmatic discipline
Thought leadership
Migration readiness
Modernization execution
Customer value mapping
Organizational management
AWS services
Other cloud offerings

Location

USA, CA, San Francisco
USA, TX, Austin
USA, TX, Dallas
USA, WA, Seattle

Work Type

Full-time

Experience Level

7+ years of leading large-scale, technical or engineering programs
4+ years of customer-facing work
2+ years of professional work experience

Education Level

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

Salary/Compensations

176,600.00 - 239,000.00 USD annually (San Francisco)
153,600.00 - 207,800.00 USD annually (Austin, Dallas, Seattle)

Benefits

Sign-on payments
Restricted stock units (RSUs)
Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
Paid time off
Parental leave

About the Company

Amazon Web Services (AWS) Global Sales drives adoption of the AWS cloud worldwide, enabling customers of all sizes to innovate and expand in the cloud.
Our team empowers every customer to grow by providing tailored service, unmatched technology, and committed support.
We dive deep to understand each customer's unique challenges, then craft innovative solutions that accelerate their success.
This customer-first approach is how we built the world's most adopted cloud.
AWS is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers across the globe.
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 values diverse experiences.
AWS values curiosity and connection.
Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique.
Our inclusion events foster stronger, more collaborative teams.
Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer.
We value work-life harmony.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers.

Equal Opportunity

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations [https://amazon.jobs/content/en/how-we-hire/accommodations] for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.