Leader, Customer Solutions, ISV

About the position AWS Global Sales drives adoption of the AWS cloud worldwide, enabling customers of all sizes to innovate and expand in the cloud. Our team empowers every customer to grow by providing tailored service, unmatched technology, and support. We dive deep to understand each customer's unique challenges, then craft innovative solutions that accelerate their success. This customer-first approach is how we built the world's most adopted cloud. As a leader in the Customer Solutions Management organization you will lead a team that is responsible for guiding and advancing AWS customers along their multi-year journey to the cloud. You will recruit, develop, and support a group of highly talented individuals that are obsessed with our customers success. Using your experience, you will work with your team, sales and other leaders across AWS to drive strategy, accelerate customer’s journey to the cloud, improve customer engagement, drive adoption and expansion of customer’s footprint on AWS, solve problems, and foster the rapid growth of the organization. The Customer Solutions Management role is a function that owns our customers journey throughout the adoption, go live and insures we are continuing to provide value as we increase retention and expand the customer’s footprint on AWS. The team guides our customers through the technology, operational, educational and governance aspects of a successful AWS cloud journey. They interface with customer and AWS leadership, driving collaboration between other core account groups. In this role, you will be technically capable and credible in your own right as well as effective in shaping the customer journey and skills of your team. You must enjoy learning and introducing new concepts in order to help colleagues and customers embrace and adopt new technology. Furthermore, thought leadership in terms of looking beyond the technology and helping to develop out mechanism to help our customers be successful with AWS. You will help team members ramp-up on AWS as well as develop speaking, writing, presentation, and executive interaction skills. You will need to be adept at interacting, communicating and partnering with other departments within AWS such as our sales, services, marketing, and professional services, as well as representing your team to executive management.

Responsibilities

• Lead and develop a team of individual contributors, potentially across multiple locations
• Design and implement team structures and mechanisms to meet long-term business goals
• Establish and maintain best practices for talent development and team performance
• Set strategic direction and priorities based on customer needs and business objectives
• Drive operational excellence and process improvements across the organization
• Build and maintain strong relationships with senior stakeholders internal and external
• Drive cross-functional collaboration across Sales, Solutions Architecture, Enterprise Support, Partner teams, Service Teams, and Specialists Teams
• Manage complex escalations and critical issue resolution

Requirements

• 7+ 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
• 4+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
• 6+ years of hiring, leading and developing teams experience
• Bachelor's degree in Computer Science, Engineering, Math, Operations Research, or a related field
• Travel up to 30% of the time

Nice-to-haves

• Experience implementing AWS services
• Experience with problem solving and disruptive innovation, developing technology programs and working across customer organizations
• Experience implementing cloud services including migrations and modernization projects or similar
• Experience dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience driving collaborative projects from conception to delivery

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

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