Sr. Customer Solutions Manager, AWSI Energy & Utilities IBU

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.

• 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.
• 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, Pro Serve) to establish a train the trainer program, train the trainers and leverage internal AWS resources to deliver training across the customer organization at scale.

• 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 (Pro Serve). 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.

A day in the life:
Your days are dynamic and impactful, moving fluidly between customer-facing strategic work and internal collaboration. You might start with a governance…