Technical Customer Solutions Manager

Technical Customer Solutions Manager, India CSM Team

Sales, Marketing and Global Services (SMGS)
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.

As a Customer Solution Manager you will work with the largest and most complex enterprises in the world, to enable their multi-year journey to the cloud. In this new, highly visible, role you will ensure that all AWS teams work together effectively and efficiently to deliver migration, modernization and GenAI outcomes for the customer in relation to Amazon Web Services (AWS) Cloud.

Key job responsibilities
You will be a trusted advisor to the customer. You will leverage your complex program management, technical, organizational, and transformation expertise to understand customer's business and strategic goals, translate them into an executable plan, and drive the implementation to success by working with the customer, AWS, and our partners. You will understand your customers' biggest IT challenges and provide prescriptive guidance, based on AWS best practices, to guide them through their migration and modernization journey to AWS at scale.

You will take end-to-end ownership of multiple migration, modernization and GenAI projects within a single enterprise or across several enterprises, utilizing your communication skills to interface with and influence a broad range of multi-disciplinary teams (Business development, solutions architecture, support, product, professional services, and partners). The Customer Solution Manager role is responsible for cloud migration and modernization programs (incl. technical, operational, organizational, and education) that span across traditional IT teams and business units.

Engaging from the inception stage onwards, you will have a deep understanding of your customer's business vision, culture, and processes, you will be your customer's voice within AWS, ensuring that their needs are accurately communicated to AWS leadership, product, and engineering teams. Engaging during the latter stages of the business cycle you will be responsible for ensuring consistent best-practices are applied, including: (1) ensuring Migration Readiness Assessment (MRA) is conducted and bringing in SMEs to deliver the migration foundations (e.g. landing zone build, security controls, operating model, training etc.), (2) Migration kick off workshops are conducted (including stakeholder alignment), and (3) Executive Steering Committees and reporting are established, including customer, partner, and AWS Cloud exec sponsors and ensure mechanisms are in place to identify and mitigate any identified risks. You should be passionate about delivering a great customer experience by delivering successful IT transformation programs. You will ensure that the customer IT and business stakeholders are aligned, to ensure broad adoption of the migration and modernization across the customer organization. You will use AWS mechanisms to inform the customer migration journey. Where required, you will lead the interaction with specialist teams, ProServ and Partners for handoffs, especially with respect to migreation, modernization and GenAI implementation.

In addition to your customer facing responsibilities, you will help shape the rapidly growing Customer Solution Management function, where your passion to define and implement standard processes, methodologies, and tools will be highly valued. Passionate about customer value creation, you will be adept at measuring and quantifying customer value realization and ensuring it stays on path. Successful candidates will have a technical program management background, technology foundation and consultative mindset, be detail driven, and have experience in managing teams to deliver complex programs. You will be a passionate and proven leader with the ability to gain stakeholder buy-in, communicate confidently at both the executive and project team level, and collaborate with a wide range of technical and non-technical teams, regardless of geographical or organizational boundaries to ensure compliance with AWS Standards, policies and best practices. You will be comfortable in working with diverse teams to ensure appropriate partners are on-boarded and involved in the migration as required. Be an active participant of steering committees and governance structures regardless of who is leading the migration and modernization and act as the point of contact for escalations if the migration and modernization hits barriers. You will be proactive in assessing Migration and modernization progress and design and implement plans to mitigate any risks or delays. Along with project management cadence, you will support the people and process pillars of migration including CCOE design and be the overall owner of reporting and system updates related to the health of migration. You will be a natural problem solver with a cool head that can deal with ambiguity, work autonomously to drive the deliver results for your customer, build IP, and share best practice across geographies.

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About the team
About AWS

Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred 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.

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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
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field
- Experience in customer-facing roles
- Experience implementing cloud services including migrations and modernization projects or equivalent

Preferred Qualifications

- AWS certification, such as, AWS Solutions Architect, or a similar cloud certification, or Associate's degree or above

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Experience Level

Mid Level