Senior Customer Solutions Manager - Media & Entertainment

Description

You will be a trusted advisor to your customer. You will leverage your program management, technical, organizational, and transformation expertise to understand your customer's business and strategic goals, translate them into an executable plan, and drive the implementation to success by working with the customer, AWS, and our partners. You will understand your customers' biggest IT challenges, and provide prescriptive guidance, based on AWS best practices, to guide them through the obstacles.

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Our team also puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life—both in and outside of work.

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
You will take end-to-end ownership of a diverse range of projects and initiatives, utilizing your communication skills to interface with and influence a broad range of multi disciplinary teams (sales, solutions architecture, support, product, professional services, partners). The Customer Solutions Manager role is responsible for cloud transformational programs (technical, operational, organizational, education) that span across traditional IT teams and business units.

With a deep understanding of your customer's business vision, culture and processes, you will be your customer's voice within AWS, ensuring that their needs are accurately communicated to AWS leadership, product, and engineering teams. You will evangelize AWS services and influence customers to adopt the right solution at the right time. You should be passionate about delivering a great customer experience by deploying AWS solutions, driving innovation, and delivering successful migration programs.

In addition to your customer facing responsibilities, you will help shape the rapidly growing Customer Solutions Management function, where your passion to define and implement standard processes, methodologies, and tools will be highly valued.

Successful candidates will have a technical program management background, be detail driven, and have experience in managing virtual teams to deliver complex programs. You will be a passionate and proven leader with the ability to gain stakeholder buy-in, communicate confidently at both the executive and project team level, and collaborate with a wide range of technical and non-technical teams, regardless of geographical or organizational boundaries. You will be a natural problem solver with a cool head that can deal with ambiguity and work autonomously to drive the deliver results for your customer.

Must be able/willing to travel up to 40% (some global)

Key job responsibilities
a) Co-Innovation - integrations between customer and AWS products or co-developing a new product. Examples include integrating Cisco SDWAN with AWS CloudWAN for one-click hybrid network deployments, onboarding 3rd party models on Bedrock, putting Factset API/MCP generated narratives and DataDog's Bedrock observability platform on AWS Marketplace to streamline workflows and enhance security capabilities.
b) Migration of the customer solution or ISV customer from external source (including 3rd party tools) to AWS (e.g., migration of on-prem database to AWS, migration from Genesys to Amazon Connect, migration from OpenAI to Bedrock, or from cloud provider ,e.g., Azure, to AWS).
c) Modernization of the existing customer solutions on AWS (e.g., modernizing the application to run on Graviton, modernizing from CockroachDB hosted on EC2 to Aurora, moving AI models from EC2 to SageMaker)
d) New Build - enabling the customer to develop a new product on AWS from scratch or jointly developing a new AWS service (e.g., Adobe Experience Platform on AWS, Trimble's design collaboration assistant or SonicWall's security management system)
e) Optimization – improving the existing workload to maximize efficiency, enhance performance and/or reduce cost. (e.g., cost optimization through waste removal, rightsizing EC2 and RDS instances, implementing S3 tiering strategies) to increase customer value.


About 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

- 10+ years of leading complex, large-scale, IT, technical or engineering programs experience
- Experience in any of the following: Cloud Architecture, Systems Design, Software Development, Infrastructure Architecture, Data Engineering or DevOps
- 7+ years of senior customer facing role experience
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field

Preferred Qualifications

- Knowledge of at least one relevant technology domain area (e.g., compute, hardware, network, software, big data, security, etc.)
- Experience communicating with a wide range of stakeholders, including colleagues and leadership, or experience in commercial tasks or environments
- Experience implementing AWS/cloud services
- Knowledge of the software development/engineering lifecycle from conception to delivery
- PMP/SCRUM/Agile certification or are you SAFe certified
- 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 dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience troubleshooting and documenting findings
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience troubleshooting and debugging technical systems and experience in managing and troublshooting network
- • Highly analytical, technically proficient, and able to learn new tools and software quickly

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

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.