Description
We are seeking a Sr. Customer Solutions Manager (CSM) to join our Strategic Accounts organization. In this new, 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 large industry-leading 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 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 agentic AI and 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 agentic AI and 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 and modernizations. 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 technical customer engagements 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, familiar with agentic AI/GenAI, 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 adoption of 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 Solutions 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 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 workload migrations & modernizations, GenAI/Agentic, 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 customer cloud adoption, pursue strategic growth opportunities, and empower customer success - all of which are critical to achieving AWS's business objectives. By aligning CSM activities, goals, and opportunities under these focus areas, CSMs ensure a disciplined, customer-centric approach that maximizes business impact and revenue realization for AWS.
A day in the life
About the team
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 (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.
About the team
CSMs play a critical role on account teams throughout the pre-sales and post-sales process, and the customer's cloud transformation journey, whilst consistently demonstrating measurable value to the customer regardless of engagement model. They effectively partner with cross-functional resources, drive disciplined customer value realization, 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 AWS capabilities; positions CSMs as trusted advisors who can guide customers through every stage of their cloud journey - from initial strategy and planning, workload deployment, to ongoing optimization.
This position requires 15% - 30% travel across the calendar year to the customer.
Basic Qualifications
Bachelor's degree in science, technology, engineering, math, business or equivalent
10+ years of experience in customer-facing technology roles (e.g., solutions architecture, customer/field engineering, technical account management, customer success, technology consulting, or enterprise technology strategy)
5+ years of experience engaging with executive/senior customer stakeholders (e.g., Director+ level), driving business outcomes through technology adoption
3+ years of hands-on experience with cloud computing, including architecture patterns, workload migration/modernization strategies, or workload optimization
Preferred Qualifications
Experience advising C-suite or executives on cloud strategy, digital transformation, or Gen AI/Agentic strategy
Familiarity with Generative AI / Agentic AI concepts with the ability to facilitate strategic conversations on GenAI use cases, adoption frameworks, and business impact
Experience managing a portfolio of complex, high-value workloads across industry verticals
Technical depth in one or more areas: cloud migrations, application modernization, data & analytics, infrastructure optimization, security & compliance, or AI/ML/Gen AI/Agentic
Track record of building trusted advisor relationships with external customers, resulting in measurable business outcomes (revenue growth, workload expansion, executive sponsorship)
Excellent written and verbal communication skills with the ability to translate complex technical concepts into executive-level narratives
AWS certifications (e.g., Solutions Architect Associate, Certified AI Practitioner, Machine Learning, or equivalent) or demonstrated equivalent technical depth
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.
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 https://amazon.jobs/en/benefits .
USA, CA, Cupertino - 176,600.00 - 239,000.00 USD annually
