Strategic Enterprise CSM - Escalations Leader

Amazon Web Services (AWS); Redmond (WA); On-site; USD 183,000 - 247,000; Full time

Benefits offered by this job

RSUs

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Web Services, Inc. in Redmond, WA seeks a Principal Customer Solutions Manager to own strategic enterprise cloud engagements, resolve critical escalations, and drive alignment across large cross-functional teams. You will earn customer trust as a trusted advisor in fast-moving situations.

You will develop scalable processes, dashboards, and mechanisms, mentor senior CSMs, and translate complex scenarios into clear, actionable guidance for senior leadership and partners.

Qualifications

• 10+ years in a senior customer-facing role.
• 15+ years leading complex IT/engineering programs.
• Bachelor's degree in Science/Technology/Engineering/Math or related field.

Responsibilities

• Lead high-visibility escalations with executive audiences.
• Perform under pressure to resolve fast-moving, high-stakes situations.
• Coordinate across sales, solutions architecture, enterprise support, professional services, and partners.
• Create and implement escalation coordination mechanisms and dashboards.
• Advise across organizational levels, translating complex situations into clear recommendations.
• Mentor other leaders and develop them as thought leaders.
• Advocate for customer insights to inform AWS service improvements.

Skills

Senior customer facing

Program leadership

Stakeholder management

Leadership across teams

Education

Bachelor's degree in STEM

Tools

PMP/SCRUM/Agile

Job description

Amazon Web Services, Inc. in Redmond, WA seeks a Principal Customer Solutions Manager to own strategic enterprise cloud engagements, resolve critical escalations, and drive alignment across large cross-functional teams. You will earn customer trust as a trusted advisor in fast-moving situations.

You will develop scalable processes, dashboards, and mechanisms, mentor senior CSMs, and translate complex scenarios into clear, actionable guidance for senior leadership and partners.