Principal Customer Solutions Manager, Global Financial Services

We're looking for someone who gets fired up about turning bold customer visions into real, lasting impact through innovation. Someone who can walk into a room of C-suite execs and roll up their sleeves with customer teams — earning trust at every level. Someone who wakes up thinking, "How can I delight my customers today?" and then actually does it.

Sound like you? Let's talk. We'd love to meet you.

Amazon Web Services (AWS) is seeking a Principal Customer Solutions Manager (CSM) to come join our Global Financial Services team to work with one or more of our largest financial services industry customers. This is a highly visible position in which CSMs help customers realize sustained business value by accelerating their cloud transformation journey.

Key job responsibilities
From emerging startups to the largest global financial services companies, CSMs are Trusted Advisors guiding customers through the value realization, enablement, and governance facets of their cloud transformation journey.

Value Realization: You identify and accelerate the customer’s realization of value throughout the cloud adoption lifecycle through the introduction of AWS services, AWS partner solutions, AWS best practices, and other.

Enablement: You build and drive programs to 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 cloud adoption framework, cloud center of excellence, communities of practice, and other.

Principal CSMs support the evolution of the AWS customer experience and/or Customer Solutions Manager discipline packaging best practice learnings by:

Developing the CSM Function: Define and implement scalable standard mechanisms, methodologies, and tools that will be highly valued. This includes working with other CSMs and through internal groups such as Technical Field Communities (TFCs) to develop, curate and distribute knowledge and best practices related to addressing customer vision and strategy as well as accelerating their cloud adoption journey.

Customer Account Team Management & Reporting: CSMs are the critical "connective tissue" between the various members of the Customer Account team which includes Global Account Managers (GAMs), Solutions Architects (SAs), Technical Account Managers (TAMs) and Professional Services (ProServe). CSMs are essential in aligning and managing the various activities and programs undertaken by the Customer Account team to deliver the customer’s cloud strategy and vision.

Collaborate With Internal AWS Teams: CSMs drive and support product and organizational development within AWS by collaborating with various internal AWS teams such as Product Development and Business Development teams. They contribute to AWS service roadmaps through mechanisms such as Product Feature Request (PFR) management.
Leveraging Data & Building Repeatable Mechanisms: CSMs leverage data to validate strategies and guide performance measures for programs and initiatives that are in flight. They take responsibility for identifying, documenting, reporting and analyzing data to ensure that the Customer Account team is measurably achieving the customer’s cloud vision and strategy.

This is an individual contributor (IC) role.

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 CSMs who deliver cloud solutions that influence business/IT transformation for our customers. As a Principal CSM, you will be experienced in delivering transformations for large enterprises with global operations, operating as multi-layered hierarchical organizations with complex stakeholder landscapes and decision-making processes.
Day-to-day, you will balance your time between directly engaging with customers, partners, and internal AWS teams to orchestrate execution of targeted customer outcomes.
Working backwards from the customer,
• You will define opportunities, anticipate business and technical risks, and drive clarity that are strategic to the customer’s cloud journey including large-scale migrations, data and analytics, digital innovation, high performance computing, product innovation, business agility, and other.
• You will influence business and technical executive-team leaders at customer and drive detailed business and technical discussions and alignment to deliver cloud adoption and migration strategies with, and on behalf of your customer.
• 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 manage business and technology program initiatives across the full lifecycle, navigating risks, roadblocks, constraints and trade-offs and delivering migration acceleration strategies effectively
• 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

About the team
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. At AWS, we “Work hard, Have Fun, Make History”. 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.

Work/Life Harmony
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at
home. Finding purpose and fulfillment is essential across all aspects of our lives, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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 empowers us to be proud of our differences. Ongoing events and learning experiences,
including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity)
conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We have a career path for you no matter what stage you’re in when you start here. 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

Global Financial Services CSMs are thought leaders and trusted advisors, applying experience and industry thought leadership to help customers realize the transformative value of inventing and building in the cloud.

Customer Influence – CSMs build the relationships needed in order to understand the customer, their business context, and their strategic goals in order to proactively guide and mitigate risks in their cloud journey.

Focus on Excellence – We take pride in leveraging the knowledge and expertise of our team in support of customer delivery, and celebrate the enhanced impact we have by bringing the best of AWS and partners in solutioning for customers.

Overcome Complexity through Agility – CSMs bring clarity to complexity. We evangelize experience-based learning and an iterative approach to demonstrate results and value early. By prioritizing enablement and operational excellence, we strengthen our customers’ confidence in their ability to migrate and operate at scale on AWS.

Have Impact and Grow – We take intentional actions to support each other and recognize the impact this has. We bring our authentic selves, celebrate diverse perspectives, and ensure opportunities for growth and leadership are available to all.

Guided by Facts and Data – We rely on fact-based results and data, contextualized through our expertise to inform functional priorities, and influence AWS services and industry solution opportunities.

Basic Qualifications

- 10+ years of senior customer facing role experience
- 15+ years of leading complex, large-scale, IT, technical or engineering programs experience
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field
- Experience in a senior customer-facing role
- Experience in leading complex, large-scale, IT, technical or engineering programs
- Experience working with current technologies (especially cloud)

Preferred Qualifications

- PMP/SCRUM/Agile certification or are you SAFe certified
- AWS certification, such as, AWS Solutions Architect, or a similar cloud certification
- Knowledge of key technology and market trends
- Knowledge of the software development/engineering lifecycle from conception to delivery
- Experience implementing AWS/cloud services

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NY, New York - 201,000.00 - 272,000.00 USD annually