Customer Success Manager, Global Delivery & Customer Success

Today, Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world. These organizations need individuals with cloud skills to help transform their business. To meet the growing customer demand for AWS skilled individuals across the globe, we need exceptionally talented, bright, and driven people. We are seeking an experienced customer facing program manager to lead customer training and enablement programs. If you have excellent organizational and communication skills, a passion for working in a fast paced, dynamic environment and a desire to provide exceptional customer service, we’d like to speak with you! Here's your chance to join our Training & Certification team working in the highly visible role of Customer Success Manager.
The AWS Training and Certification (T&C) Customer Success Manager (CSM) partners with our customers in the successful execution of their training and enablement programs. In this role, you will develop a long-lasting partnership with our largest customers to ensure they are successful in realizing the full value of their AWS investment. Your responsibility will be delighting customers, ensuring high quality delivery of our training services, and solving issues that will earn long lasting trust. You will utilize strong project management skills to execute and manage our customers’ wide scale, global enablement programs, ensuring all stakeholders are working together to achieve desired outcomes.
This role requires ownership, autonomy, and an ability to deliver results. The ideal candidate will have excellent interpersonal and written communication skills, experience in managing high-impact customer programs and the ability to design and facilitate comprehensive enablement programs and review sessions. These strengths will be important as you partner closely with a wide range of resources to deliver a personalized and insightful experience for our customers. This is a hands-on position that is perfect for a skilled customer facing individual who enjoy developing, curating, and advising customers along their cloud journey.
Note: This job can be based near any Amazon Office in Mexico.

Key job responsibilities

1. Responsible for planning and executing large technical skill development programs and projects across a geography and/or within a vertical (Financial, Government, Utility, etc.)
2. Manage all aspects of program delivery in terms of scheduling, enrollments, forecast accuracy, customer satisfaction and achievement of required business outcomes
3. Lead and facilitate customer meetings and report development including the management of internal deliverables such as program plan, issues/risk and change management controls, and monthly status reports
4. Work closely with our sales teams on expansion of existing programs and identification of new opportunities; helping them with the value proposition and aggregating previous experience based on similar programs and projects for their geography and/or vertical
5. Mentor junior team members on various aspects of program management and customer interactions

About the team

About AWS

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job 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.

Minimum Qualifications

1. 5+ years’ experience leading the delivery of enterprise-level IT consulting projects or Customer Success programs
2. 7+ years of technical/professional experience with core technology and/or cloud solutions
3. Bachelor’s degree in Business Administration, Finance, Economics, Computer Science, or related field.
4. Business fluency in Spanish and English languages
5. Knowledge and/or hands-on experience with AWS infrastructure services is highly desired
6. Proficient in Microsoft Excel, Microsoft Project and at least one Business Intelligence tool (Tableau, OBIEE, PowerBI, etc.)
7. Proven experience in program management with emphasis on reviewing project plans, aligning program goals, defining program governance, and other project related tasks to provide best practice guidance
8. Active PMP and/or Risk Management Certification(s)
9. Fluency in Portuguese language

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit here for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.