Senior Enterprise Cloud Escalations Lead

Socket.dev; Seattle (WA); On-site; USD 183,000 - 247,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a Principal Customer Solutions Manager to own the most critical enterprise cloud engagements and guide cross-functional teams toward trusted resolutions. You will lead high-visibility escalations, communicate with executives, and turn lessons into better processes and product guidance.

This role combines strategic advisory work with hands-on leadership across sales, solutions architecture, enterprise support, and services to deliver lasting impact for our

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 a senior customer-facing role
• Experience in leading complex, large-scale, IT, technical or engineering programs
• Experience in a direct or matrixed role leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams

Responsibilities

• Lead high-visibility escalations, coordinating responders across teams and communicating status to senior leadership.
• Perform under pressure with calm, structure, and high judgment in fast-moving situations.
• Coordinate across sales, solutions architecture, enterprise support, professional services, and AWS partners.
• Develop escalation models, dashboards, reports, and automation to coordinate work.
• Translate complex situations into clear recommendations for stakeholders at all levels, incl. executives.
• Mentor leaders and develop teams as thought leaders.

Skills

Senior customer facing role

Leading complex programs

Cross-functional collaboration

Executive communication

Education

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

Job description

Amazon Web Services (AWS) is seeking a Principal Customer Solutions Manager to own the most critical enterprise cloud engagements and guide cross-functional teams toward trusted resolutions. You will lead high-visibility escalations, communicate with executives, and turn lessons into better processes and product guidance.

This role combines strategic advisory work with hands-on leadership across sales, solutions architecture, enterprise support, and services to deliver lasting impact for our