Senior Customer Solutions Manager, Customer Solutions Management, AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 products and services globally. Millions of customers—including the fastest-growing companies, largest enterprises, and leading government agencies—are using AWS to accelerate innovation, become more agile, and lower costs.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services

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Key job responsibilities
At Amazon Web Services, we're transforming how businesses operate through cloud technology. As a Customer Solutions Manager, you own complex migration and transformation programs from strategy through execution, partnering with cross-functional teams including sales, solutions architecture, support, product, professional services, and partners. You will be a trusted cloud transformation advisor to your customers.
You apply your consulting and program management expertise to understand customer business objectives, develop executable strategies, and drive successful implementation with customers, AWS teams, and partners. You understand your customers' biggest IT and business challenges and provide prescriptive guidance, grounded in AWS best practices, to guide them through the obstacles.
This role drives transformation across technical, operational, organizational, and educational dimensions, spanning IT teams and business units. You operate in complex or undefined environments with minimal guidance, applying good judgment to make technical and business decisions despite incomplete information, and escalating appropriately when needed. You coach customers on AWS services and support them in adopting the right solution at the right time, driving measurable outcomes such as efficiency gains, cost savings, and growth.
You earn customer trust by prioritizing their long-term success over short-term gains. You engage effectively with project and operational stakeholders while building exposure to senior decision makers, collaborating across technical and business functions regardless of organizational or geographic boundaries. You are a natural problem solver with a cool head who can deal with ambiguity and work autonomously to drive results for your customers.

A day in the life
• Lead cloud transformation programs across technical, operational, organizational, and educational initiatives spanning IT teams and business units.
• Act as the single-threaded leader for migrations and strategic initiatives within your accounts or business units.
• Translate technical and business requirements into comprehensive adoption roadmaps that align with customer business objectives and deliver measurable value.
• Maintain current knowledge of existing and emerging AI and cloud computing technologies to identify customer opportunities and proactively mitigate technical and business risks.
•Accelerate customer adoption through education and enablement, and by implementing governance that maintains alignment across stakeholders.
• Collaborate with customers to identify and prioritize strategic initiatives, negotiating resources and priorities as needed.
• Identify and implement improvements to customer-facing and internal mechanisms, using emerging technologies to reduce adoption friction and eliminate non-differentiated work.
• Manage time effectively while coordinating Customer, AWS, and Partner teams to accelerate the customer's cloud journey.
• Mentor team members on execution and technical approaches, and share best practices that strengthen how teams deliver.

About the team
Diverse Experiences
Amazon 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 2000 companies trust our robust suite of products and services to power their businesses.
Work/Life Harmony
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, we are enabled to deliver better outcomes.
Inclusive Team Culture
Here at AWS, we embrace our Leadership Principle ‘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 and Career Growth
We’re continuously raising our performance bar, one of our key goals as a company is to become Earth’s Best Employer. That’s why you’ll find extensive knowledge-sharing, mentorship and other career-advancing resources here to help you develop and grow professionally.

Basic Qualifications

• 5+ years of leading large-scale technical or engineering programs, with proven record of thought leadership, business case development, realizing customer benefits, and successful program completion.
• 3+ years of customer-facing work, engaging with customers, technologists, or partners to solve business problems with advanced technologies.
• Experience leading technical and non-technical transformation project teams, with a proven ability to work across broad functional teams.
• Experience managing complex project delivery across multiple streams of work, ensuring timeliness, quality, and measurable value realization.
• Engineering, IT, or program management background (e.g., CIS, CS, CE, or EE degree, or PMP / Agile certification, or equivalent relevant experience).

Preferred Qualifications

• Practical experience with cloud technologies, either through leading on-premises-to-cloud migrations or working directly with AWS services in an architecture or development capacity.
• Experience implementing cloud services, including migrations and modernization projects or similar.
• Working knowledge across multiple relevant technology domain areas (e.g., compute, networking, data, security, AI/ML and proficiency in solution architecture concepts across multiple service categories.
• Demonstrated ability to build compelling business cases that connect technical adoption to measurable business outcomes at the account or business-unit level.

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.