Sr. Leader, Customer Solutions, SWAT, CSM

Amazon Web Services (AWS); New York (NY); On-site; USD 221,000 - 299,000; Full time

Job summary

Amazon Web Services, Inc. seeks a senior leader to head the Customer Solutions Management team, guiding customers on their multi-year cloud journey and expanding AWS footprints.

You will recruit, coach, and develop leaders and ICs across locations, aligning strategy with sales, solutions architecture, and enterprise support to accelerate adoption and retention. You will mentor staff, engage with executive stakeholders, and drive cross-functional collaboration to deliver measurable customer value

Qualifications

• 7+ years of large-scale IT deployment or program experience.
• 7+ years leading large-scale technical or engineering programs with success.
• 7+ years of technology role experience.
• Bachelor's degree in Computer Science, Engineering, Math, Operations Research, or a related field.
• Knowledge of distributed applications and the engineering lifecycle from conception to delivery.
• Experience leading large-scale programs with thought leadership and business case development.
• Experience in a technology role.
• Experience in large-scale IT deployment or programming.
• Experience implementing AWS/cloud services.
• Experience in a customer-facing role engaging with executives/partners to solve business problems with advanced technologies.
• Experience managing large technical programs in high-growth startups or large enterprises.
• Experience working in a sales organization.

Responsibilities

• Lead and develop a team of leaders, and individual contributors, potentially across multiple locations.
• Design and implement team structures and mechanisms to meet long-term business goals.
• Establish and maintain best practices for talent development and team performance.
• Set strategic direction and priorities based on customer needs and business objectives.
• Drive operational excellence and process improvements across the organization.
• Build and maintain strong relationships with senior stakeholders internal and external.
• Drive cross-functional collaboration across Sales, Solutions Architecture, Enterprise Support, Partner teams, Service Teams, and Specialists Teams.
• Manage complex escalations and critical issue resolution.

Skills

Large-scale IT deployment

Program leadership

Technology role experience

Distributed applications knowledge

AWS/cloud services experience

Education

Bachelor's degree in Computer Science, Engineering, Math, Operations Research, or related field

Job description

Description

Overview: 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 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

As a leader in the Customer Solutions Management organization you will lead a team that is responsible for guiding and advancing AWS customers along their multi-year journey to the cloud. You will recruit, develop, and support a group of highly talented individuals that are obsessed with our customers success. Using your experience, you will work with your team, sales and other leaders across AWS to drive strategy, accelerate customer’s journey to the cloud, improve customer engagement, drive adoption and expansion of customer’s footprint on AWS, solve problems, and foster the rapid growth of the organization.

The Customer Solutions Management role is a function that owns our customers journey throughout the adoption, go live and insures we are continuing to provide value as we increase retention and expand the customer’s footprint on AWS. The team guides our customers through the technology, operational, educational and governance aspects of a successful AWS cloud journey. They interface with customer and AWS leadership, driving collaboration between other core account groups.

In this role, you will be technically capable and credible in your own right as well as effective in shaping the customer journey and skills of your team. You must enjoy learning and introducing new concepts in order to help colleagues and customers embrace and adopt new technology. Furthermore, thought leadership in terms of looking beyond the technology and helping to develop out mechanism to help our customers be successful with AWS. You will help team members ramp-up on AWS as well as develop speaking, writing, presentation, and executive interaction skills. You will need to be adept at interacting, communicating and partnering with other departments within AWS such as our sales, services, marketing, and professional services, as well as representing your team to executive management.

Key Responsibilities

• Lead and develop a team of leaders, and individual contributors, potentially across multiple locations
• Design and implement team structures and mechanisms to meet long-term business goals
• Establish and maintain best practices for talent development and team performance
• Set strategic direction and priorities based on customer needs and business objectives
• Drive operational excellence and process improvements across the organization
• Build and maintain strong relationships with senior stakeholders internal and external
• Drive cross-functional collaboration across Sales, Solutions Architecture, Enterprise Support, Partner teams, Service Teams, and Specialists Teams
• Manage complex escalations and critical issue resolution

About The Team

About AWS

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 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.

Basic Qualifications

• 7+ years of large-scale IT deployment or program experience
• 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
• 7+ years of technology role experience
• Bachelor's degree in Computer Science, Engineering, Math, Operations Research, or a related field
• Knowledge of distributed applications and the engineering lifecycle from conception to delivery
• Experience in 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 in a technology role
• Experience in large-scale IT deployment or programming

Preferred Qualifications

• Experience implementing AWS/cloud services
• Experience in a customer-facing role, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
• Experience managing large technical programs, particularly at high growth startups or large enterprises
• Experience working in a sales organization

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, Irvine - 201,000.00 - 272,000.00 USD annually

USA, CA, San Francisco - 231,200.00 - 312,800.00 USD annually

USA, CA, Santa Monica - 201,000.00 - 272,000.00 USD annually

USA, GA, Atlanta - 201,000.00 - 272,000.00 USD annually

USA, NY, New York - 221,100.00 - 299,200.00 USD annually

USA, VA, Arlington - 201,000.00 - 272,000.00 USD annually

USA, WA, Seattle - 201,000.00 - 272,000.00 USD annually

Company

- Amazon Web Services, Inc.