Description
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.
