Sr. Leader, Customer Solutions, SWAT, CSM

About the role

As a leader in the Customer Solutions Management organization, you will lead a team responsible for guiding and advancing AWS customers along their multi-year journey to the cloud. You will recruit, develop, and support a group of highly talented individuals obsessed with customer success. Using your experience, you will work with your team, sales, and other leaders across AWS to drive strategy, accelerate customers' cloud journeys, improve engagement, drive adoption and expansion of AWS services, solve problems, and foster organizational growth.

The Customer Solutions Management team owns the customer journey throughout adoption, go-live, and ensures continued value as we increase retention and expand the customer’s footprint on AWS. The team guides customers through technology, operational, educational, and governance aspects of a successful AWS cloud journey, interfacing with customer and AWS leadership to drive collaboration across core account groups.

In this role, you will be technically capable and credible while shaping the customer journey and skills of your team. You must enjoy learning and introducing new concepts to help colleagues and customers embrace and adopt new technology. Thought leadership beyond technology is essential to develop mechanisms that ensure customer success with AWS.

Responsibilities

• Lead and develop a team of leaders and individual contributors, potentially across multiple locations.
• Design and implement team structures and mechanisms to meet long-term business goals.
• Establish and maintain best practices for talent development and team performance.
• Set strategic direction and priorities based on customer needs and business objectives.
• Drive operational excellence and process improvements across the organization.
• Build and maintain strong relationships with senior stakeholders, both internal and external.
• Drive cross-functional collaboration across Sales, Solutions Architecture, Enterprise Support, Partner teams, Service Teams, and Specialists Teams.
• Manage complex escalations and critical issue resolution.
• Help team members ramp up on AWS and develop speaking, writing, presentation, and executive interaction skills.

Requirements

• 7+ years of large-scale IT deployment or program experience.
• 7+ 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.
• 7+ years of technology role experience.
• Bachelor's degree in Computer Science, Engineering, Math, Operations Research, or a related field.
• Knowledge of distributed applications and the engineering lifecycle from conception to delivery.
• Experience in a technology role.
• Experience in large-scale IT deployment or programming.

Preferred Qualifications

• Experience implementing AWS/cloud services.
• Experience in a customer-facing role, engaging with customer executives, technologists, or partners to solve business problems with advanced technologies.
• Experience managing large technical programs, particularly at high-growth startups or large enterprises.
• Experience working in a sales organization.

About the team

AWS values diverse experiences. Even if you do not meet all the qualifications and skills listed, 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.

At AWS, we foster a culture of inclusion through employee-led affinity groups, ongoing learning experiences, and events like Conversations on Race and Ethnicity (CORE) and AmazeCon conferences. We prioritize mentorship and career growth, offering resources to help you develop into a well-rounded professional.

We strive for work-life harmony, ensuring success at work doesn’t come at the expense of personal life. Flexibility is part of our working culture, and we support employees in balancing their professional and personal commitments.

Pay

• USA, CA, Irvine: $201,000.00 - $272,000.00 USD annually
• USA, CA, San Francisco: $231,200.00 - $312,800.00 USD annually
• USA, CA, Santa Monica: $201,000.00 - $272,000.00 USD annually
• USA, GA, Atlanta: $201,000.00 - $272,000.00 USD annually
• USA, NY, New York: $221,100.00 - $299,200.00 USD annually
• USA, VA, Arlington: $201,000.00 - $272,000.00 USD annually
• USA, WA, Seattle: $201,000.00 - $272,000.00 USD annually

Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on experience, qualifications, and location. Amazon also offers comprehensive benefits, including health insurance, 401(k) matching, paid time off, and parental leave. Learn more about our benefits.