Description

　　We are seeking a Sr Customer Solutions Manager (CSM) to join the AWS Mexico team to work with one or more of the largest customers in the country. In this highly visible position, 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 large 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 within these customers. 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 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.

　　What Will You Do?

　　• 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

　　The successful candidate will:

　　• Demonstrate leadership ability to gain stakeholder buy-in, communicate confidently at both the executive and team levels and negotiate and lead virtual teams, regardless of geographical or organizational boundaries

　　• Have delivered transformations for large enterprises, operating as multi-layered hierarchical organizations with complex stakeholder landscapes and decision-making processes

　　• Be motivated by the customer’s long-term success, have a mix of technical and business expertise, is data driven and has experience delivering large-scale programs

　　• Be detail oriented, have excellent problem-solving abilities, and an exemplary communicator. Your technical expertise and operational excellence will influence your decisions and help drive robust customer solutions

　　• Collaborate with a wide range of technical and non-technical teams, while navigating across geographical and organizational boundaries. Can lead autonomously and steer through ambiguity

　　Key job responsibilities

　　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.

　　A day in the life

　　CUSTOMER FACING RESPONSIBILITIES:

　　Drive and Support Cloud Adoption Plan: Working with both the customer and various AWS teams including the Customer Account team, Service teams, Professional Services, Training and the partner ecosystem, CSMs create a detailed customer plan leveraging customer planning best practices. CSMs are responsible for establishing an executable plan to realize the vision and strategy created by the Customer Account team. CSMs also help customers optimize and co-develop services and features to support specific customer use cases through the influencing of product development roadmaps.

　　Accelerate the Customer’s Cloud Adoption Journey and Maximize Customer Value: This is achieved through the ownership of:

　　Adoption: To support customer business goals and to advance the customer’s cloud adoption. This includes defining key milestones, removing blockers and implementing processes to accelerate workload migrations

　　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.

　　Deliver Training Across The Organization: CSMs work with the customer organization and other AWS groups (e.g. AWS Training, ProServe) to establish a train the trainer program, train the trainers and leverage internal AWS resources to deliver training across the customer organization at scale.

　　INTERNAL FACING RESPONSIBILITIES:

　　Develop 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) and 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 on 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 other Service teams. Some of the ways that CSMs collaborate with internal AWS teams include contributing 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.

　　About the team

　　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 , 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 (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

　　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.

　　We are open to hiring candidates to work out of one of the following locations:

　　Mexico City, Guadalajara and Monterrey, Mexico

　　We are open to hiring candidates to work out of one of the following locations:

　　Guadalajara, JAL, MEX | Mexico City, DIF, MEX | Monterrey, MEX

　　Basic Qualifications

　　10+ years of experience driving technology initiatives including 10+ years of customer-facing experience delivering technology enabled transformations.

　　SCRUM/Agile, PMP, Prince2, PgMP, Six Sigma, SAFe certified or related experience

　　Executive presence and effective communication skills including progress updates, risk management, execution planning, metrics establishment / tracking, presentations, technical content, public speaking and white papers.

　　Experience navigating customer organizational structures, developing technology programs, defining milestones, success criteria, resource allocation and on-time delivery

　　Demonstrated cross-functional leadership, collaboration, organization, and operations excellence skills

　　Analytical, data-driven problem solver who thrives in a dynamic, customer-focused environment

　　Bachelor's degree or equivalent practical experience and Good English level and Spanish is a must

　　Preferred Qualifications

　　Technically proficient, able to learn new tools, services, and concepts quickly • AWS Certification(s) with experience implementing AWS and/or other cloud services

　　Versed in Software DevOps and Cloud Operating Models

　　Experience working within a public cloud sales organization

　　MBA degree or equivalent