We are seeking a Customer Solutions Manager (
CSM) to join our Strategic Accounts team. In this highly visible role, you will be responsible for helping guide
AWS customers along their multi-year journey to the cloud, ensuring that all
AWS teams are working together effectively and efficiently to deliver outcomes for the customer.
Our team is committed to helping global enterprise customers enable their digital transformation journeys. Our primary goal is to meet customers where they are in their cloud journey and work backwards from their industry specific needs to transform their business and their entire industry.
Our team speaks the language of our customers, which means that we focus on business outcomes and relevant use cases on behalf of our customers, whether that is how we build products and solutions, how we sell, how we deliver, or how we partner.
If you are excited about the prospect of using your cloud architecture experience to assist our most valuable customers, tackling challenging problems, have a hand in shaping the future of cloud adoption, enhancing and growing your own skills, and having fun, then we would love to hear from you.
You will be a critical partner to our customers, leveraging your experience with large scale cloud transformations and helping shepherd them through their stages of
AWS adoption. Guiding the customer through the operational, educational, and governance aspects of a successful
AWS cloud journey.
You will interface with customer and
AWS leadership, driving collaboration between the other core account groups (Sales, Support, Solutions Architecture, and Professional Services), product/engineering teams, and customer teams, planning and supporting major workload migrations. You will translate strategic initiatives in the account plan into executable actions, working backwards from our customers key milestones. You will manage cadence by leading the reporting and tracking functions along the way. The execution of education plans, roadmap to business outcome alignments, Executive Briefing Sessions, and
go-live events and transitions are a few items owned by the
CSM that are critical to the success of our customer’s cloud journey.
You are encouraged to think big, invent and take ownership on customer challenges. You will not only bring the best of
AWS/Amazon to our customers, you will proactively help solve the customer’s challenges through new ideas, tools and mechanisms.
Successful candidates will have a strong technical background, be aware of details that matter, have excellent problem-solving abilities, and be exemplary communicators both at the executive and project team level. You will be a peer leader, have the ability to gain stakeholder buy-in, negotiate and lead virtual teams. Your enterprise cloud experience and operational excellence will influence the team’s decisions, provide insight, and help drive secure and robust solutions.
You will evangelize
AWS services and influence customers for adopting them. You should be passionate about delivering a great customer experience by deploying
AWS solutions and driving innovation, and also be obsessed with contributing to the day-to-day management of customers’ successful migration to
AWS.
Key job responsibilities
You will establish a deep understanding of your customer’s business vision, culture and processes, and evangelize
AWS services and influence customers to adopt the right solution at the right time. Customer Solution Managers (
CSM) are responsible for four focus areas:
1/Accelerating
AWS Adoption through Delivery and Execution
2/Identify & Align on Strategic Opportunities: CSMs work with the Customer Account team to work backwards from the customer to identify and pursue strategic cloud opportunities. These strategic cloud opportunities can include but are not limited to large-scale migrations, GenAI, data and analytics, digital innovation, high performance computing, product innovation, and business agility.
3/Customer Enablement, you will serve as the customer’s cloud journey coach and be the voice of the customer within
AWS, evangelizing customer needs to
AWS leadership, product, and engineering teams.
4/Implement governance structures to effectively govern both our partnership with the customer, and the customer’s adoption of
AWS.
These interconnected focus areas will enable CSMs to effectively drive cloud adoption, pursue strategic growth opportunities, and empower
customer success - all of which are critical to achieving the Strategic Accounts business unit objectives. By aligning
CSM activities, goals, and opportunities under these focus areas, the Strategic Accounts
CSM team can ensure a disciplined, customer-centric approach that maximizes business impact and revenue realization for
AWS.
CSMs play a critical role supporting account teams/customers throughout the sales process, and the customer's cloud transformation journey, whilst consistently demonstrating measurable value to the customer regardless of engagement model.
CSMs are able to effectively coordinate
cross-functional resources, drive disciplined project delivery, and quantify the tangible business benefits that customers realize through their cloud transformation initiatives. This holistic approach to customer engagement, coupled with the
CSM's deep understanding of the Customer and
AWS capabilities; positions CSMs as trusted advisors who can guide customers through every stage of their cloud journey - from initial strategy and planning to migration, modernization, and ongoing optimization.
This position requires 15% - 30% travel across the calendar year to the customer.
- 3+ 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
- 3+ years of work in enterprise IT, either as a vendor, consultant or have prior experience working with or managing technical programs experience
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field
- Experience working in enterprise IT, either as a vendor, consultant or have prior experience working with or managing technical programs
- Experience in customer-facing roles
-
AWS or other cloud certification
- Knowledge of the software development/engineering lifecycle from conception to delivery or IT lifecycle
- Experience coordinating between project teams and customers to meet unique customer requirements
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.