Principal Customer Solutions Manager - Strategic Accounts

Description

Are you customer obsessed, speak AI and cloud, and want to help customers build at unbelievable scale? As an AWS Principal Customer Solutions Manager (Principal CSM), you lead the most strategic customer engagements with enterprise-wide impact, creating sustained business value for customers. You identify and solve the most intrinsically complex business and technical problems across multiple business units, geographies, and customers. As a Principal Customer Solutions Manager, you lead the most strategic customer engagements with enterprise-wide (e.g., across business units, geographies, or partner organizations) impact, creating sustained business value for customers. You identify and solve the most intrinsically complex business and technical problems across multiple business units, geographies, and/or customers, with as simple solutions as possible. You lead and execute engagements in highly undefined and rapidly evolving environments, creating and shaping strategies where information is incomplete or conflicting, creating structure and clarity for customers, partners, executives, and internal teams. Using exceptional judgment and deep technical acumen, you drive these initiatives from ambiguity to measurable results and value realization. You bring focus and strategic technical direction across enterprise-wide initiatives and cross-organizational teams, aligning entire organizations around shared outcomes. You quantify your success through long-term business impact (revenue growth, cost optimization, operational transformation, and competitive advantage), delivering transformational outcomes that help customers realize value across entire enterprises or multiple teams/business units. You orchestrate execution across enterprise workload portfolios by aligning business and technical priorities with internal and external stakeholders, ensuring long-term value realization. You translate significantly complex technical concepts into clear recommendations and strategies that change how organizations adopt technologies at scale. You guide customers through the full lifecycle of adoption and scale, ensuring technical implementations deliver quantified business results. You apply advanced technical expertise and rapidly adopt emerging technologies, including AI, to navigate complexity, making critical decisions that keep initiatives on track and accelerate delivery. You earn customer trust as a strategic advisor through solving their most complex technical challenges, shaping business outcomes and consistently delivering insights that inform long-term technical direction and business decisions. You demonstrate exceptional communication skills across all organizational levels, including the most senior level (up to and including C-suite) external stakeholders and industry partners, independently presenting and demoing to executive audiences. Every initiative you deliver is measured not only by its immediate success but by the mechanisms and best practices it leaves behind, elevating execution maturity and value realization across external and internal communities, and raising the bar for what AWS and customers can jointly achieve.

Key job responsibilities
As a Principal Technical Customer Solutions Manager, you will:

- Lead the most strategic, enterprise-wide customer engagements, identifying and solving highly complex business and technical problems across multiple business units, geographies, or partner organizations
- Serve as a trusted advisor to senior executive stakeholders, up to and including the C-suite, shaping long-term cloud and AI strategy and influencing critical business decisions
- Orchestrate execution across large, complex workload portfolios, aligning business and technical priorities across internal and external stakeholders to ensure long-term value realization
- Translate complex technical concepts into clear, actionable recommendations that change how organizations adopt and scale technology
- Apply deep technical expertise, including in AI and emerging technologies, to guide customers through the full lifecycle of cloud adoption, migration, and modernization
- Architect scaling mechanisms and best practices that improve operational efficiency and reduce friction across the customer's organization, not just within a single engagement
- Develop and mentor other team members, extending your influence and best practices across teams and, in some cases, across the broader customer solutions management community
- Partner closely with Solutions Architects, Account Managers, Enterprise Support, and Professional Services teams to ensure a unified, coordinated approach to the customer's success

A day in the life
A typical day starts with checking in on the initiatives you're driving forward, whether that's an upcoming executive briefing, a migration milestone, or a workshop with the customer's engineering teams. You might spend the morning on a call with a customer stakeholder, walking through progress on a cloud transformation initiative and working through a blocker together. From there, you could be syncing with your AWS account team, Solutions Architects, or product teams to make sure everyone's aligned on what the customer needs next and who owns what. Some days you're deep in a technical discussion, helping the customer think through a migration approach or how generative AI fits into their roadmap. Other days you're pulling together a business case, prepping materials for a leadership review, or coaching a less experienced teammate through a tricky customer situation. You'll regularly have direct conversations with senior customer leaders, so a good chunk of your time goes into understanding their priorities, translating that into a plan, and making sure the plan actually gets executed. No two days look exactly the same. Given the size and complexity of the customer relationships, you'll often be pulled into solving problems that don't have an obvious playbook, and that's part of what makes the role interesting.

About the team
Our team partners with one of AWS's largest and most strategic global customers, supporting their multi-year journey to the cloud across a broad and complex technology footprint. We work at the intersection of business and technology, helping this customer realize measurable value from cloud adoption, migration, and modernization initiatives, including the responsible adoption of generative AI. You'll collaborate closely with Solutions Architects, Account Managers, and Professional Services to translate the customer's strategic priorities into executable plans, and you'll have direct exposure to senior customer stakeholders and executives. Our team culture is built on ownership, curiosity, and a bias for solving hard, ambiguous problems together. We invest heavily in each other's growth, sharing best practices and mentoring one another as the role of cloud and AI advisors continues to evolve. If you're excited about helping a world-class enterprise unlock new possibilities with AWS, we'd love to have you on the team.

About the team
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 (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.

Basic Qualifications

- 3+ years of cloud computing experience
- Bachelor's degree in Computer Science, Engineering, a related technical field or equivalent
- 8+ years of experience engaging with senior/executive customer stakeholders (Director+ level), serving as a trusted technical and business advisor up to C-suite
- 15+ years of experience in customer-facing technology roles (e.g., solutions architecture, customer/field engineering, technical account management, customer success, technology consulting, or enterprise technology strategy)

Preferred Qualifications

- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience advising C-suite or VP-level executives on cloud strategy, digital transformation, or GenAI/Agentic AI strategy at an industry or enterprise-portfolio level
- Fluency with Generative AI / Agentic AI concepts, with the ability to shape strategic GenAI adoption frameworks and influence next-generation solution direction
- Experience managing a portfolio of the most complex, high-value workloads across industry verticals or enterprise-wide
- Technical depth in one or more areas: cloud migrations, application modernization, data & analytics, infrastructure optimization, security & compliance, or AI/ML/GenAI/Agentic. AWS certifications (e.g., Solutions Architect Associate, Certified AI Practitioner, Machine Learning, or equivalent) or demonstrated equivalent technical depth
- Track record of building trusted advisor relationships with external customers at the executive level, resulting in measurable business outcomes (revenue growth, workload expansion, executive sponsorship)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.