Principal, Customer Solutions Manager , Software and Technology (SWAT)

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 customers unique challenges then craft innovative solutions that accelerate their success. This customer-first approach is how we built the worlds most adopted cloud. Join us and help us grow.

AWS is the worlds most comprehensive and broadly adopted cloud platform offering over 200 fully featured services from data centers across the globe. Millions of customersincluding the fastest-growing startups largest enterprises and leading government agenciesare using AWS to accelerate innovation become more agile and lower costs.

As an AWS Customer Solutions Manager (CSM) you will establish a deep understanding of your customers 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 customers 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 customers strategic goals translate them into an executable plan and deliver successful often industry changing customer outcomes on AWS.

Successful candidates are motivated by the customers long-term success have a mix of technical and business expertise are data and detail driven and have experience delivering large-scale programs. You are a proven leader with the ability to gain stakeholder buy-in communicate confidently at both the executive and team levels. You collaborate with a wide range of technical and non-technical teams while navigating across geographical and organizational boundaries. You are a natural problem solver who steers ambiguity and leads autonomously.

Key job responsibilities
ROLE & RESPONSIBILITIES:
Customer Solutions Managers (CSMs) are obsessed with accelerating our customers 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.

For effective adoption of AWS 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 customers organization. CSMs work closely with customer stakeholders to define their clouds 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.

For migration success digital transformation and value realization CSMs work backwards from the customers cloud business case and defines the customers cloud migration/ digital transformation strategy which guides people process and operating model changes for customer success.
CSMs defines 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 customers adoption of AWS. With a focus on accelerating adoption CSMs drive the effective use of mechanisms to improve migration velocity and customers ability to operate business applications at scale on AWS reducing the customers 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.

CSMs are measured on customers success of cloud adoption based on:
- cloud enablement capabilities installed to drive customers People and Operating Model change for effective adoption of AWS. Including training strategy to upskill technical and non-technical roles across the customers organization.
- workloads migrated to AWS new customer solutions built on AWS and by the breadth of AWS services employed by the customer.
- customer engagement effectiveness including writing effective briefing documents and --establishing key relationships with stakeholders to drive migrations at scale.
- establishing and managing an outcome-driven adoption plan to realize customers account vision and strategy while reporting on customer maturity and adoption progress.

The CSMs 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. To that end 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.



About the team
Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats 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

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.

Mentorship & Career Growth

Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll 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 theres nothing we cant achieve.

- 10 years of senior customer facing role experience
- 15 years of leading complex large-scale IT technical or engineering programs experience
- Bachelors degree in Science Technology Engineering Math or a related field
- Experience in leading complex large-scale IT technical or engineering programs
- Experience working with current technologies (especially cloud)

- Knowledge of key technology and market trends
- Knowledge of the software development/engineering lifecycle from conception to delivery
- Experience implementing AWS/cloud services
- PMP/SCRUM/Agile certification or are you SAFe certified

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 Companys 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 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including 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 and parental leave. Learn more about our benefits at CA San Francisco - 210200.00 - 284300.00 USD annually
USA TX Austin - 182800.00 - 247300.00 USD annually
USA WA Seattle - 182800.00 - 247300.00 USD annually