Customer Solutions Manager - Global, AWSI - HCLS - HealthTech

Amazon • Boston, MA

19h

About The Position

We are seeking a Sr. Customer Solutions Manager (CSM) to join our HealthTech
team. In this new, highly visible role, you will be responsible for helping
guide AWS customers along their multi-year journey to the cloud, ensuring that
all AWS teams are working together effectively and efficiently to deliver
outcomes for the customer.

Our team is committed to helping industry enterprise 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.

If you are excited about the prospect of using your cloud architecture
experience to assist strategic global customers, tackling challenging problems,
have a hand in shaping the future of cloud adoption, enhancing and growing your
own skills, and having fun, then we would love to hear from you.

You will be a critical partner to our customers, leveraging your experience with
large scale cloud transformations and helping shepherd them through their stages
of AWS adoption. Guiding the customer through the operational, educational, and
governance aspects of a successful AWS cloud journey.

You will interface with customer and AWS leadership, driving collaboration
between the other core account groups (Sales, Support, Solutions Architecture,
and Professional Services), product/engineering teams, and customer teams,
planning and supporting major workload migrations. You will translate strategic
initiatives in the account plan into executable actions, working backwards from
our customers key milestones. You will manage cadences by leading the reporting
and tracking functions along the way. The execution of education plans, roadmap
to business outcome alignments, Executive Briefing Sessions, and go-live events
are examples of deliverables owned by the CSM.

You are encouraged to think big, invent and take ownership on customer
challenges. You will not only bring the best of AWS/Amazon to our customers, you
will proactively help solve the customer’s challenges through new ideas, tools
and mechanisms.

Successful candidates will have a strong technical background, be aware of
details that matter, have excellent problem-solving abilities, and be exemplary
communicators both at the executive and project team level. You will be a peer
leader, have the ability to gain stakeholder buy-in, and successfully engage
virtual teams. Your enterprise cloud experience and operational excellence will
influence the team’s decisions, provide insight, and help drive secure and
robust solutions.

You should be passionate about delivering a great customer experience by
deploying AWS solutions and driving innovation. Our team is customer obsessed as
we support everything from day-to-day migration work to commercial product
launches on AWS.

Key job responsibilities
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. Customer Solution Managers (CSM) are
responsible for four focus areas:

1/Accelerating AWS Adoption through consistent delivery and execution

2/Identify & Align on Strategic Opportunities: CSMs and global account teams
work backwards from the customer's business objectives to identify and pursue
strategic cloud opportunities. These strategic cloud opportunities can include,
but are not limited to, large-scale migrations, GenAI, data and analytics,
digital innovation, high performance computing, product innovation, and business
agility.

3/Customer Enablement: The CSM 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.

4/Implement governance structures to govern the AWS relationship and the
customer’s adoption of AWS.

CSMs play a critical role supporting account teams and customers from the sales
process through the cloud transformation journey. CSMs are able to effectively
coordinate cross-functional resources, drive disciplined project delivery, and
quantify the tangible business benefits that customers realize through their
cloud transformation initiatives. This holistic approach to customer engagement,
coupled with the CSM's deep understanding of the Healthcare Industry and AWS
capabilities, positions CSMs as trusted advisors to strategic customers. This
enables the CSM to serve as a strategic advisor through every stage of the cloud
journey - from initial strategy and planning to migration, modernization, and
ongoing optimization.

A day in the life
AWSI HealthTech customers are rapidly expanding their relationship and footprint
with AWS to better support their lines of business and customers. We create deep
relationships across the C-suite and LOBs to drive strategic alignment to
customer imperatives and initiatives. These strategic accounts are accelerating
their cloud transformation through large scale projects leveraging AWS Services,
partner solutions and systems integrators (SIs).

About the team
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.

Requirements

• 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

Nice To Haves

• PMP certification, or SCRUM/Agile, SAFe certification
• Experience implementing cloud services including migrations and modernization projects or similar
• Experience in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies

Responsibilities

• 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.
• Accelerating AWS Adoption through consistent delivery and execution
• Identify & Align on Strategic Opportunities: CSMs and global account teams work backwards from the customer's business objectives to identify and pursue strategic cloud opportunities. These strategic cloud opportunities can include, but are not limited to, large-scale migrations, GenAI, data and analytics, digital innovation, high performance computing, product innovation, and business agility.
• Customer Enablement: The CSM 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.
• Implement governance structures to govern the AWS relationship and the customer’s adoption of AWS.
• Coordinate cross-functional resources, drive disciplined project delivery, and quantify the tangible business benefits that customers realize through their cloud transformation initiatives.

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level