The posting
The AWS Industries team is committed to helping industry customers enable their digital transformation journeys. Our primary goal is to meet customers where they are in their cloud journey and work backwards from their industry-specific needs to transform their business and their entire industry. Our team speaks the language of our industry customers, focusing on business outcomes and industry use cases on behalf of our customers — whether that is how we build products and solutions, how we sell, how we deliver, or how we partner.
The Customer Solutions Manager (CSM) at Amazon Web Services (AWS) is responsible for guiding a strategic customer through their multi-year cloud journey, ensuring effective collaboration across AWS teams to deliver measurable business outcomes. This role focuses on understanding industry-specific needs and driving digital transformation, orchestrating the operational, educational, and governance aspects of a successful AWS Cloud journey.
In this role you will be a critical partner to the account team, owning the execution layer of the engagement to accelerate the customer's outcomes and multiply the impact of Sales and Solutions Architecture. You will drive the follow-up actions that turn strategy into delivered outcomes: planning and running executive engagements, coordinating cross-functional workstreams, tracking progress, and ensuring the customer consistently realizes value from AWS.
You will interface with customer stakeholders and AWS leadership, driving collaboration between the core account groups (Sales, Solutions Architecture, Support, and Professional Services), product/engineering teams, partners, and customer teams. You will translate strategic initiatives in the account plan into executable actions, working backwards from the customer's key milestones. Executive meetings, roadmap-to-business-outcome alignment, quarterly and monthly business reviews, and enablement programs are a few items owned by the CSM that are critical to the success of the customer's cloud and AI journey.
Successful candidates will have a strong delivery and change-management background, be detail-oriented, have excellent problem-solving abilities, and be exemplary communicators at both the executive and project-team level. You will be a peer leader with the ability to gain stakeholder buy-in. You will evangelize AWS services, be passionate about delivering a great customer experience, and be obsessed with contributing to the day-to-day management of your customer's successful adoption of AWS.
Key job responsibilities Own executive & customer engagement planning — plan and run executive meetings and customer visits with inputs and direction from the account team. Own recurring business reviews — put together the monthly/quarterly business review for the customer, gathering inputs from all account and extended team members, and own the meeting itself. Drive customer maturity & innovation programs — run activities such as Culture of Innovation, Cloud Adoption Framework (CAF), and Cloud Maturity Model assessments, sustaining momentum through continuous effort. Run cross-functional cadences & track execution — run weekly workstream meetings that bring in people beyond the account team, and track progress and actions in shared trackers so nothing slips. Own stakeholder relationships where it adds value — hold specific customer stakeholder relationships (e.g., a platform or line-of-business team), positioning AWS as the right platform and driving the associated initiatives. Support the customer's AI journey — help plan and shepherd the customer's AI adoption from planning through demos/POCs to production, including driving active usage of relevant AI tools. Coordinate migrations and enablement as the engagement requires — while large-scale migration ownership (on-prem/other-cloud to AWS) and hands-on enablement delivery are not the primary focus of every engagement, the CSM owns or coordinates these where an account calls for it, including partnering with the AWS Training & Certification team to plan and run enablement.
A day in the life As a part of the customer focused team your daily routine will swing from tactical tasks like driving team meetings, overseeing in-delivery initiatives to strategic activites like planning and driving business reviews, executive engagements. Through your interactions with the customer you will also open up new engagement avenues through motions like Cloud Adoption Framework, AI maturity assessment, etc. which help the customer accelerate their cloud and AI journey.
About the team The AWS Industries team is committed to helping industry customers enable their digital transformation journeys. Our primary goal is to meet customers in their cloud journeys and work backwards from their industry-specific needs to transform their businesses and industries. Our team focuses on business outcomes and industry use cases on behalf of our customers, whether that is how we build products and solutions, how we sell, how we deliver, or how we partner.
- 5+ 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 - 2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience - Bachelor's degree in science, technology, engineering, math, business or equivalent - 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
- PMP certification, or SCRUM/Agile, SAFe certification - cloud certification like AWS Cloud Practitioner or AWS Solutions Architect - Associate - Experience implementing cloud services including migrations and modernization projects or similar - Experience in retail / CPG or a comparable industry, and comfort operating in a multicultural, cross-geography account team
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