Customer Solutions Manager

1 month ago

Seattle, Washington, United States Amazon Full time

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.

Amazon 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.

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 team
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the
job description, we encourage candidates to apply. If your career is just starting, hasn't followed a
traditional 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 most
successful startups to Global 500 companies trust our robust suite of products and services to power
their businesses.
Inclusive Team Culture
Here 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 Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's
why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices
at home, which is why we strive for flexibility as part of our working culture. When we feel supported in
the workplace and at home, there's nothing we can't achieve in the cloud.

5+ 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 completion
2+ years of experience in a customer-facing role, engaging with customer executives, technologists and/or partners to solve business problems with advanced technologies
Demonstrated 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.

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