DESCRIPTION

We are seeking a Sr. Customer Solutions Manager (CSM) to join our global Healthcare & Life Sciences Industry team. In this highly visible role, 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 enterprise Healthcare & Life Sciences 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 cloud solutions and offerings. 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 shaping the future of the Healthcare & Life Sciences industry by 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.

AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the 8 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. 

AWS Sales, Marketing, and Global Services (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.

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, which means that we focus 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.

Key job responsibilities
What Will You Do?

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:

– Driving Execution Pipeline in the Sales Cycle: CSMs own driving strategic awarded initiatives to successful delivery during the Execution phase. Accountable for projects catalyzing AWS service growth, they relentlessly remove blockers, escalate issues, and ensure timely execution per plan. While not project managers, CSMs govern end-to-end execution, collaborating with account teams. Their objective: deliver exceptional customer value by identifying and implementing tailored solutions with internal teams, partners, and customers. CSMs serve as customers’ primary point of contact, promptly addressing issues and escalations. They maintain visibility into project financials, regularly reporting progress, value realization, and cloud consumption, ensuring transparency and accountability.

– Business Development: collaborate closely with Global Account Managers (GAMs) during the pre-sales phase, driving opportunities from ideation to Proof of Concept (PoC) with an innovative mindset and bold solutions. CSMs take ownership, proactively engaging resources across AWS, partners, and customers to define execution strategies, set successful PoC outcomes, and craft compelling proposals in the RFP/RFI process. With curiosity, CSMs build trusting customer relationships as evangelists and advisors. They deeply understand pain points, continuously exploring opportunities to align AWS solutions. CSMs challenge the status quo when needed while advocating for customer interests. Once aligned, they fully commit to successful execution.

– 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.

This position requires 20% – 30% travel to the customer. The Account Team meets with customer teams and leadership onsite approximately 1-2 times per month but can vary. This role is exempt of Amazon/AWS in-office expectations.

BASIC QUALIFICATIONS

– 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 leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams

PREFERRED QUALIFICATIONS

– PMP certification, or SCRUM/Agile, SAFe certification
– Experience implementing cloud services including migrations and modernization projects or similar

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $138,200/year in our lowest geographic market up to $239,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

USA, NY, New York