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, expand their AWS footprint, solve problems, and foster organizational growth.

The Customer Solutions Management team owns the customer journey throughout adoption, go-live, and beyond, ensuring 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 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 is key—helping develop mechanisms to ensure customer success with AWS. You will help team members ramp up on AWS while developing their speaking, writing, presentation, and executive interaction skills. Strong communication and partnership with other AWS departments—such as sales, services, marketing, and professional services—are essential, as is representing your team to executive management.

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.

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 experience in a technology role.
• 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 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 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.

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and continue to innovate, offering a robust suite of products and services trusted by customers from startups to Global 500 companies.

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D, with options for supplemental life plans).
• Employee Assistance Program (EAP), Mental Health Support, and Medical Advice Line.
• Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.
• Sign-on payments and restricted stock units (RSUs).

Learn more about our benefits at amazon.jobs/en/benefits.

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

Final compensation will be determined based on factors including experience, qualifications, and location.