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

Amazon; San Francisco (CA); On-site; USD 210,000 - 284,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a Customer Solutions Manager (CSM) in San Francisco to accelerate cloud adoption and realize value from cloud investments. You will own adoption readiness, drive migrations at scale, lead digital transformations, and partner with customer stakeholders to define a compelling business case and roadmap for their cloud journey.

You will help customers establish the Cloud Leadership team, governance structures, and program management discipline to ensure

Qualifications

• 10+ years in senior customer-facing roles.
• 15+ years leading large IT/engineering programs.
• Bachelor's degree in Science, Technology, Engineering, Math, or related field.
• Experience with cloud technologies, including AWS.
• Experience applying cloud services and modern delivery methodologies.

Responsibilities

• Accelerate customers' cloud adoption and value realization.
• Own cloud enablement and migration readiness at scale.
• Define migration/digital transformation strategy guiding people, processes and governance.
• Collaborate with stakeholders to establish Cloud Leadership and governance structures.
• Drive blockers resolution and successful proof of concepts on AWS.

Skills

Senior customer facing

Program leadership

Cloud technologies

Stakeholder management

Education

Bachelor's degree in Science, Technology, Engineering, Math, or related field

Tools

AWS cloud services

SAFe / Scrum / Agile

Job description

Key job responsibilities

ROLE & RESPONSIBILITIES: Customer Solutions Managers (CSMs) are obsessed with accelerating our customer’s 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 customer’s organization. CSM’s work closely with customer stakeholders, to define their cloud’s 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 customer’s 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 customer’s 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 customer’s 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 customer’s 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 customer’s 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 customer’s account vision and strategy while reporting on customer maturity and adoption progress.

The CSM’s 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, 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.

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.

Basic Qualifications

• 10+ years of senior customer facing role experience
• 15+ years of leading complex, large-scale, IT, technical or engineering programs experience
• Bachelor's 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)

Preferred Qualifications

• 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 Company’s 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 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, San Francisco - 210,200.00 - 284,300.00 USD annually

USA, TX, Austin - 182,800.00 - 247,300.00 USD annually

USA, WA, Seattle - 182,800.00 - 247,300.00 USD annually