Sr Customer Solutions Manager, Energy, Energy – CSM

March 26, 2024

Job Description

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully featured services from data centers globally. 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, accelerate… innovation, become more agile, and lower costs.

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. 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, self-paced learning, instructor-led training, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

About The Role
We are seeking a Sr Customer Solutions Manager (CSM) to join our Oil & Gas, Energy team to work with one or more of the largest Energy industry customers. 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 global Energy 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 Oil & Gas firms. 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 Energy 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.

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 with global operations, 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.

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

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 (gender 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.

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

Miami, FL, USA

Location

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