Senior Customer Solutions Manager, Customer Solutions Management

Amazon Web Services Canada, Inc.; Toronto; On-site; CAD 100,000 - 140,000; Full time

Job summary

Join Amazon Web Services as a Sr Customer Solutions Manager, where you'll be key in guiding customers through cloud transformations, harnessing cutting-edge technologies. You will demonstrate your leadership skills to drive innovative solutions, improve customer outcomes, and influence various teams to ensure success in a dynamic environment. If you're a visionary with significant experience in cloud technologies and customer engagements, this role offers an exciting opportunity to leave your mark in a leading global firm.

Qualifications

• 7+ years leading technical programs.
• 2+ years in customer-facing roles.
• Proven ability in managing multiple projects.

Responsibilities

• Guide customers on cloud adoption journeys.
• Develop and execute strategic account plans.
• Cultivate relationships with customers and stakeholders.

Skills

Customer engagement

Program management

Technical acumen

Change management

Communication

Education

Bachelor's degree in a related field

Tools

Cloud adoption frameworks

Job description

Imagine being a part of a team where your ideas have the potential to change companies, reshape industries, and improve lives. Picture working with advanced technology, the most dynamic businesses, and a talented & inclusive team. Envision being able to leverage the resources of a Fortune-10 company within the environment of a start-up. Welcome to Amazon Web Services, where you can have fun while making history.

AWS is seeking a Sr Customer Solutions Manager (CSM) to guide and accelerate customers on their transformation journey and realize sustained business value. The successful candidate will work with the customer to design and execute strategic migrations to the AWS cloud, accelerate innovation and adoption of the latest Generative AI (GenAI) technologies, and build modern, cloud native solutions that fulfil their highest ambitions. You will work backwards from customer objectives, utilize AWS best practices developed over thousands of engagements, and design and execute an end-to-end frictionless cloud adoption experience. Through your efforts, your customers will capture the full potential of AWS’ industry-leading solutions. CSMs are technologists with a strategic business mindset and use their technical acumen, program management, organizational change management, and communication skills to influence a broad range of multidisciplinary teams. You will work with aligning sales, solution architecture, support, product, professional services, and partners to optimize customer outcomes.

You will earn trust across the customer’s organization, identify strategic opportunities, uncover cloud use cases, establish roadmaps and actionable program plans, capture success criteria, orchestrate advanced technical architectures, allocate resources to technical and change management resources, and establish programmatic governance. You own and drive execution excellence for the end-to-end customer cloud journey (e.g., technical, operational, organizational, and educational) that span IT teams, executives, and business units.

You will be part of a team that supports multiple industries including Retail / CPG, Transportation and Logistics, Manufacturing, and Travel.

At AWS we value critical thinking, self-motivation, and we thrive in ambiguous, entrepreneurial environments. You will pay attention to detail but think big on behalf of our customers. As a CSM, you have a business outcome mindset, a broad technical background, and are a driven problem-solver. You use data to make decisions, express yourself thoughtfully with exemplary verbal and written communication skills, and are passionate about delivering Earth’s most customer-centric experiences and contributing to team goals.

Key job responsibilities

• Demonstrate excellent customer engagement skills through all levels of an organization including C-Suite
• Translate customer strategic objectives into executable AWS account plans, orchestrating a near, mid, and long-term vision. Drive execution on the plans, influencing both 'what' gets done and 'how'
• Manage time efficiently and align and engage required Customer, AWS, and Partner teams to accelerate the customer’s cloud journey
• Build scalable customer enablement plans, run design thinking innovation workshops, innovation hackathons, Executive Briefing Sessions, and go-live events
• Collaborate with customers in identifying use cases for priority adoption of AWS as well as best practice implementations
• 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
• Be a thought leader across Amazon organizations, share success mechanisms, mentor junior CSMs, and impact industry trends

What you bring

• Strong technical background with exceptional business problem-solving abilities
• Demonstrated ability to manage multiple complex transformations simultaneously at scale
• Expert knowledge of cloud adoption frameworks and risk mitigation models
• Experience applying structured methodologies to accelerate Cloud, Data and AI initiatives
• Strong pattern recognition skills to identify and replicate successful approaches across customers
• Proven track record of building scalable enablement programs
• Strong verbal and written communication skills, (bilingual in French and English is an asset)
• Demonstrated peer leadership and stakeholder management capabilities
• Excellence in program management and operational execution
• Track record of driving innovation and customer success
• SA Associate certification with additional AWS certifications preferred (will be part of onboarding if you don’t have it)
• Proven experience with large-scale cloud transformations

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, 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

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.

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.

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 unwavering support. We dive deep to understand each customer's unique challenges, then craft innovative solutions that accelerate their success. This customer-first approach is how we built the world's most adopted cloud. Join us and help us grow.

BASIC QUALIFICATIONS

• 7+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
• 2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
• Bachelor's degree in science, technology, engineering, math, business or equivalent
• Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
• Ability to travel 25% to 35% as needed

PREFERRED QUALIFICATIONS

• PMP certification, or SCRUM / Agile, SAFe certification
• Experience implementing cloud services including migrations and modernization projects or similar

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

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