Mexico Sr Customer Solutions Manager, CSM Mexico

We are seeking a Sr Customer Solutions Manager (CSM) to join the AWS Mexico team to work with one or more of the largest customers in the country. 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 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 these customers. 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 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?

1. 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.
2. 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.
3. 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.
4. 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.
5. 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:

1. 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.
2. Have delivered transformations for large enterprises, operating as multi-layered hierarchical organizations with complex stakeholder landscapes and decision-making processes.
3. 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.
4. 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.
5. 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.

A day in the life

CUSTOMER FACING RESPONSIBILITIES:

1. 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.
2. Accelerate the Customer’s Cloud Adoption Journey and Maximize Customer Value: This is achieved through the ownership of adoption, enablement, and governance.
3. 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.
4. Deliver Training Across The Organization: CSMs work with the customer organization and other AWS groups to establish a train the trainer program.

INTERNAL FACING RESPONSIBILITIES:

1. Develop the CSM Function: Define and implement scalable standard mechanisms, methodologies, and tools that will be highly valued.
2. Customer Account Team Management & Reporting: CSMs are the critical 'connective tissue' between the various members of the Customer Account team.
3. Collaborate With Internal AWS Teams: CSMs drive and support product and organizational development within AWS.
4. Leveraging Data & Building Repeatable Mechanisms: CSMs leverage data to validate strategies and guide performance measures for programs and initiatives.

About the team

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.

Inclusive Team Culture: Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences.

We have a career path for you no matter what stage you’re in when you start here.

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

Mexico City, Guadalajara and Monterrey, Mexico

Minimum Requirements:

1. 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. 2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience.
3. Bachelor's degree in science, technology, engineering, math, business or equivalent.
4. Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams.
5. PMP certification, or SCRUM/Agile, SAFe certification.
6. Experience implementing cloud services including migrations and modernization projects or similar.

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 this link for more information.