Sr. Customer Solutions Manager, Hybrid Cloud
Amazon
Austin, Travis County, Texas, United States
DESCRIPTION Amazon Web Services (AWS) is the pioneer and recognized leader in Cloud Computing. Our web services provide a platform for IT infrastructure that is used by hundreds of thousands of developers and organizations around the world. With the launch of AWS Hybrid Cloud services like AWS Outposts, Local Zones and the Snow Family, AWS cloud services can now be deployed in any physical location, including directly in a customer’s data center. AWS is seeking a Senior Customer Solutions Manager (CSM) for our Hybrid Cloud business (Outposts, Snow Family, Wavelength and Local Zones). In this role, you will work with cross functional teams through the order to deployment process of all our Hybrid Cloud services. You will have the overall ownership of and responsibility for delivering solutions that exceed our customers’ expectations. The CSM will mainly work with business development, service development, sales, and solution architecture teams. AWS Outposts is a fully managed service that extends AWS infrastructure, AWS services, APIs, and tools to virtually any data center, co-location space, or on-premises facility for a truly consistent hybrid experience. AWS Outposts is ideal for workloads that require low latency access to on-premises systems, local data processing, or local data storage. AWS Snow Family are highly secure, petabyte-scale data transport and edge computing products that are used to collect and process up to petabytes of data on customer premises and in remote locations. Roles & Responsibilities: - Define, build and evangelize best practices around the delivery of AWS Hybrid Cloud services - Manage a number of customer engagements concurrently & strategically - Exhibits proactive ability and expertise in creating and optimizing deployment processes and repeatable playbooks - Engage in executive meetings to understand the customers’ deployment needs and concerns as well as define solutions - Drive internal and external enablement - Evangelize AWS Hybrid Cloud services within AWS, and externally - Track and report metrics and progress Key job responsibilities Working with organizations in all stages of their cloud adoption, Customer Solutions Managers (CSMs) are advocates guiding customers through the value realization, enablement, and governance of their cloud transformation journey. Value Realization: You identify and accelerate the customer’s realization of value throughout the cloud lifecycle through the adoption of AWS services, AWS partner solutions, AWS best practices, and other. Enablement: You help customers achieve organizational cloud readiness, cloud fluency and cloud skills through skills guilds, experience-based accelerators, training partners, and other. Governance: You establish and mature operating models / structures to drive scale and long-term success through the application of AWS frameworks and mechanisms. A day in the life Empowered by an inclusive environment, work/life harmony, and career advancement, you are a member of a diverse, global community of Customer Solutions Managers (CSM) who deliver cloud solutions that influence business and IT transformation for our customers. Day-to-day, you will balance your time between directly engaging with customers, partners, internal AWS teams and services to help our customers on their journey in the AWS Cloud. You will work across AWS to apply your technical, business, and program management expertise to solve some of the most complex and challenging technology problems for our customers. Working backwards from the customer, you will define opportunities and understand associated business and technical risks that are strategic to the customer’s cloud journey including large-scale migrations, data analytics, digital transformation and innovation, business agility and other. You will influence technical stakeholders, partner with cross-functional teams and pre/post sales to drive detailed discussions seeking alignment to deliver cloud adoption and migration strategies with, and on behalf of your customer. You create, manage, and deliver business and technology projects navigating risks or roadblocks and can execute in an ambiguous and changing environment. 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 To support the evolution of the AWS customer experience and/or Customer Solutions Manager discipline, you are expected to share best practice learnings into a reusable asset for internal re-use. Seeking a candidate who is willing to pass the Certified Solution Architect, Associate level within the first year of employment. This position may require 25% - 40% travel dependent on geo and time of year. We are open to hiring candidates to work out of one of the following locations: Austin, TX, USA BASIC QUALIFICATIONS Basic qualifications • 7+ years leading customer success, technical account management, or similar experience in a technology organization. • 3+ years’ experience and detailed knowledge of managed services market and insights related to cloud computing, data centers, and IT in general. • 3+ years’ project management and/or customer success experience and driving complex initiatives. • 3+ years developing and executing against solution deployment plans and consistently delivering on quarterly targets. • 3+ years’ experience driving engagements at the CxO level as well as with software developers, IT architects, and infrastructure staff. PREFERRED QUALIFICATIONS Preferred qualifications • 10+ years of engagement management, technical account management, infrastructure deployment, or program/product management experience • Experience working with public sector customers • Experience with cloud computing and or related fields (IT, data centers, software, etc) • Strong analytical skills, and demonstrated ability to turn detailed data analysis into useful strategic insight in order to drive customer adoption and make appropriate recommendations to the business • Strong verbal and written communications skills are a must, as well as leadership skills • Demonstrated success delighting customers and driving complex initiatives. • Solid negotiation skills, and business and financial acumen • Demonstrated ability to work effectively across internal and external organizations • Exceptionally strong analytical thinker who likely has experience with a major vendor in • Knowledge of legacy IT environments, data centers, enterprise applications, and business operations, and a background that enables them to create scalable programs is also important. • Ability to thrive in fast-paced dynamic environments and have very strong communication and presentation skills. • Meets/exceeds Amazon’s leadership principles requirements for this role. • Meets/exceeds Amazon’s functional/technical depth and complexity.
