Customer Solutions Manager, Scale
DescriptionAmazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 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 lower costs, become more agile, and innovate faster.AWS is seeking a Customer Solutions Manager (CSM) to engage directly with customers and help them realize the immense benefits derived through migrating to the cloud. This role is focused on accelerating the customer cloud journey, maximizing customer value, delivering a frictionless experience, and ensuring our customers capture the full potential and sustainable business advantages of migrating to the AWS cloud.A CSM facilitates migration initiatives and utilizes their technical acumen, program management, organizational change management, and communication skills to influence a broad range of multidisciplinary teams - aligning sales, solution architecture, support, product, professional services, and partners to optimize customer outcomes. A CSM works with customers and AWS stakeholders to define strategic roadmaps, break them into actionable initiatives, define scope, capture and track business and technology success criteria, identify appropriate resources to execute complex technical and organizational change management plants, set goals, track and report progress, develop schedules, and communicate at all levels to deliver results. CSMs assess risks, anticipate bottlenecks, provide critical issue management, balance trade-offs, and encourage risk-taking to maximize business value. A CSM evangelizes on behalf of AWS and influences customers at an executive level to allocate appropriate resources to achieve goals. In the end, the CSM role is responsible for the alignment of cloud transformational programs (technical, operational, organizational, and educational) that span traditional IT teams and business units, to accelerate our customers’ journey to the cloud.At AWS we value critical thinking, self-motivation, and the ability to deal with ambiguity. You should bring a cool head, extensive technical background, be detail oriented, have excellent problem solving abilities, and be an exemplary verbal and written communicator. Your technical expertise and operational excellence will influence your team’s decisions and help us drive robust customer solutions. We are passionate about people who innovate, use data to make decisions, and can express themselves thoughtfully. We want you to be passionate about delivering a great customer experience, and contributing to a team goal.AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.The successful candidate will:
Demonstrate excellent customer service skills through all levels of an organization.
Maintain an in-depth knowledge and understanding of existing and developing technologies as it relates to cloud computing, to unlock opportunities for customers.
Possess a strong background in change management and incorporating organizational change best practices seamlessly into project delivery.
Accelerate customer adoption through education and engagement.
Assist customers in identifying use cases for priority adoption of AWS as well as best practice implementations.
Assist in developing long-term strategic relationships with key accounts.
Manage time efficiently, meet personal goals, and work effectively with other members of the sales and marketing team.
Travel up to 25% as necessary.
About the teamAbout AWSDiverse ExperiencesAWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in thejob description, we encourage candidates to apply. If your career is just starting, hasn’t followed atraditional path, or includes alternative experiences, don’t let it stop you from applying.Why AWS?Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform.We pioneered cloud computing and never stopped innovating — that’s why customers from the mostsuccessful startups to Global 500 companies trust our robust suite of products and services to powertheir businesses.Inclusive Team CultureHere at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.Mentorship & Career GrowthWe’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’swhy you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.Work/Life BalanceWe value work-life harmony. Achieving success at work should never come at the expense of sacrificesat home, which is why we strive for flexibility as part of our working culture. When we feel supported inthe workplace and at home, there’s nothing we can’t achieve in the cloud.Basic Qualifications5+ years of experience leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion2+ years of experience in a customer-facing role, engaging with customer executives, technologists and/or partners to solve business problems with advanced technologiesDemonstrated ability to work with both technical and non-technical individuals.Bachelor's Degree in science, technology, engineering, math, business, or equivalent experience.Ability to travel 25% to 35% as needed.Preferred QualificationsDirect experience implementing cloud services including migrations and modernization projectsEffective written and oral communication skills spanning executive leadership, business, and technical disciplines.Experience in a lead role supporting large technology driven transformation projects.Maturity, judgment, negotiation/influence skills, analytical skills, and leadership skills.Ability to credibly coordinate between project teams and customers to meet unique customer requirements.AWS technical certification.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.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.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $118,200/year in our lowest geographic market up to $204,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.