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Senior Customer Solutions Manager, Industry Products



Customer Service
Austin, TX, USA · Santa Clara, CA, USA · New York, NY, USA · Austin, TX, USA · Texas, USA
Posted on Saturday, May 4, 2024


We are seeking a Senior Customer Solutions Manager (CSM) to work directly with our customers to ensure successful delivery of new AWS Industry Products (AIP) services and solutions in the HCLS (Healthcare & Life Sciences) and Manufacturing Industries. In this highly visible position, the CSM is a thought leader that acts as a trusted customer advisor ensuring all AWS teams are working together effectively to deliver transformational outcomes for the customer.

We help our customer organizations understand best practices around adopting advanced cloud-based solutions, and migrating existing workloads to the cloud. Together with customers we help shape and execute a strategy to build mindshare and broaden the use of AWS. At AWS we value critical thinking, self-motivation, and the ability to deal with ambiguity. We love people who innovate, use data to make decisions, and can express themselves thoughtfully.

Are you passionate about translating customer’s objectives to actions that realize long-term value through innovation? Do you have the business and technical acumen to earn trust with C-level executives and project team members alike? Are you a natural problem solver motivated to deliver a great customer experience and love to reach and exceed goals? If yes, then this is the role for you.

Key job responsibilities
Customer Solutions Managers (CSMs) are obsessed with accelerating our customer’s cloud adoption and driving value from investments in the cloud. They accomplish this by partnering with customer leaders and their respective engineering teams to help strategize and manage their cloud journey. CSMs also have the responsibility to advocate internally at AWS on behalf of their customers.

•You will take end-to-end ownership of a diverse range of projects and initiatives, interfacing and influencing amongst the other core account groups (Sales, Support, Solutions Architecture, and Professional Services (ProServe)), product/engineering teams, and customer teams
•You will establish a deep understanding of your customer’s business vision, culture and processes, and evangelize AWS services and influence customers to adopt the right solution at the right time
•You will leverage your delivery experience with large scale transformations and help shepherd customers through their stages of AWS adoption solving their challenges through new ideas, tools and mechanisms
•You will serve as the customer’s cloud journey coach and be the voice of the customer within AWS, evangelizing customer needs to AWS leadership, product, and engineering teams
•You will leverage your communication, program management, technical, operations, and transformation acumen to earn trust with your customer, understand their strategic goals, translate them into executable plans, ensure programmatic governance and deliver successful, often industry changing, customer outcomes on AWS services

A day in the life
Accelerate the Customer’s Cloud Adoption Journey and Maximize Customer Value: This is achieved through the ownership of:
- Adoption: To support customer business goals and to advance the customer’s cloud adoption. This includes defining key milestones, removing blockers and implementing processes to accelerate workload migrations
- Enablement: To drive customers’ People and Operating Model change, it is critical to define a training strategy to upskill technical and non-technical roles across the customer’s organization to ensure effective adoption of AWS
- Governance: Implement governance structures to effectively govern both our partnership with the customer, and the customer’s adoption of AWS

Identify & Align on Strategic Opportunities: CSMs work with the Customer Account team to work backwards from the customer to identify and pursue strategic cloud opportunities. These strategic cloud opportunities can include but are not limited to large-scale migrations, data and analytics, digital innovation, high performance computing, product innovation and business agility. CSMs provide support to these opportunities via a number of mechanisms including TCO analysis and business case assessments.

About the team
AWS Industry Products (AIP) directly collaborates with strategic customers to build new, industry-specific products that directly impact and transform industries at AWS scale. We are a team of innovators that tackle difficult problems and build products through fast iteration in a start-up like environment.

About the broader organization: Sales, Marketing and Global Services (SMGS)

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.

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 (gender diversity) 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.

We are open to hiring candidates to work out of one of the following locations:

Austin, TX, USA | New York, NY, USA | Santa Clara, CA, USA | Seattle, WA, USA