Sr. Manager, Customer Solutions Management, Global Financial Services
- Birmingham, United Kingdom
Are you passionate about shaping the future of the financial services industry by translating customer's objectives
to actions that realize long-term value through innovation? Do you have the business and technical savvy to earn
trust with C-level executives and project team members alike? Have you delivered transformations for large
enterprises with global operations, operating as multi-layered hierarchical organizations with complex stakeholder
landscapes and decision-making processes?
Amazon Web Services (AWS) Global Financial Services organization is seeking an experienced and motivated leader
who possesses a unique balance of strong interpersonal, people management and Cloud technical delivery
management skills. You will lead a team of highly skilled Customer Solutions Managers (CSMs), who are technical
delivery managers and trusted advisors to their customers. You will partner with AWS sales, professional services,
and AWS service teams to craft highly scalable, flexible and resilient cloud solutions (spanning technology, people
and process) with robust delivery plans to address some of the world's largest financial services firm's business
problems, thereby accelerating the rate of adoption of AWS in the financial services vertical.
At AWS we value critical thinking, self-motivation, and the ability to deal with ambiguity. You should bring a cool
head, strong technical background, be detail oriented, have excellent problem-solving abilities, and be an
exemplary communicator. Your technical expertise and operational excellence will influence your team's decisions
and help drive secure and robust customer solutions. We love people who innovate, use data to make decisions,
and can express themselves thoughtfully. We want you to be passionate about delivering a great customer
experience, and to love driving the team to reach and exceed their goals.
As a trusted customer advocate, you will help large global financial services organizations understand best
practices around adopting advanced cloud-based solutions, and how to migrate existing workloads to the cloud.
Together with them, you will have the opportunity to help shape and execute a strategy to build mindshare and
broad use of AWS within financial services firms. We are also looking for individuals with a demonstrated ability to
think strategically about business, products, and delivery challenges.
As an AWS Customer Solutions Manager (CSM), you will establish a deep understanding of your customer's
business vision, culture and processes. You will lead the successful adoption of AWS, guiding customers through
the people, process, and technology facets of their cloud transformation journey. You will serve as the customer's
cloud journey coach and voice of customer within AWS, evangelizing customer needs to AWS leadership, product,
and engineering teams. You leverage your communication, program management, technical, operations, and
transformation acumen to understand your customer's strategic goals, translate them into an executable plan, and
deliver successful, often industry changing, customer outcomes on AWS.
Successful candidates are motivated by the customer's long-term success, have a mix of technical and business
expertise, are data and detail driven, and have experience delivering large-scale programs. You are a proven leader
with the ability to gain stakeholder buy-in, communicate confidently at both the executive and team levels. You
collaborate with a wide range of technical and non-technical teams, while navigating across geographical and
organizational boundaries. You are a natural problem solver who steers ambiguity and leads autonomously.
At Amazon, we have a credo of "Work hard. Have fun. Make history". In this role, you will love what you do, and
instinctively know how to make work fun. You will be dynamic and creative, and willing to take on any challenge and
make a big impact.
ROLE & RESPONSIBILITIES:
Customer Solutions Managers (CSMs) are obsessed with accelerating our customer's cloud adoption and driving
value from investments in the cloud. CSMs have ownership of customers' cloud enablement / adoption readiness,
driving migrations at scale, leading digital transformations, and benefit/ value realization for AWS customers.
For effective adoption of AWS, CSMs focus on driving customers' people and operating model change. CSMs
ensure customer leaders have sufficient knowledge of AWS and establish an education strategy to up-skill
technical and non-technical roles across the customer's organization. CSM's work closely with customer
stakeholders, to define their cloud's business case, establish a vision / roadmap for their cloud program. CSMs are
customer advocates, driving resolution of blockers to migrations and new solutions on AWS by delivering
successful proof of concepts and creating paths towards value realization.
For migration success, digital transformation and value realization, CSMs work backwards from the customers'
cloud business case and defines the customer's cloud migration/ digital transformation strategy which guides
people, process and operating model changes for customer success. CSMs defines a detailed plan which includes
key milestones collectively owned by Customer, AWS and Partner teams. CSMs partner with our customers to
install and mature their Cloud Business Office capabilities, accelerate migrations and broader adoption of AWS at
scale. CSMs work with our customers to establish the Cloud Leadership team and broader governance structures
to effectively govern both our partnership with the customer, and the customer's adoption of AWS. With a focus
on accelerating adoption, CSMs drive the effective use of mechanisms to improve migration velocity and
customers' ability to operate business applications at scale on AWS, reducing the customer's time to benefit.
The primary focus for a CSM, is serving as the cloud change agent for our customers, bringing structure,
programmatic discipline and thought leadership to drive forward migration readiness, migration velocity and
digital transformation/ modernization. CSMs balance bringing best practice AWS learnings to the customer, with
the freedom to explore to find innovative ways to help tailor existing learnings and/or build something new that is
more relevant and impactful to our customer needs on AWS. Ultimately, the CSM is driven by making sure the
customer realizes their goals and ambition on AWS, key obstacles are rapidly unblocked enabling the customers
cloud journey to efficient.
CSMs are measured on customer's success of cloud adoption, based on:
• cloud enablement capabilities installed to drive customers' People and Operating Model change for
effective adoption of AWS. Including, training strategy to upskill technical and non-technical roles across
the customer's organization.
• workloads migrated to AWS, new customer solutions built on AWS, and by the breadth of AWS services
employed by the customer.
• customer engagement effectiveness, including writing effective briefing documents and establishing key
relationships with stakeholders to drive migrations at scale.
• establishing and managing an outcome-driven adoption plan to realize customer's account vision and
strategy while reporting on customer maturity and adoption progress.
15+ years of experience driving technology initiatives including, 5 years of managing teams, 10+ years of
customer-facing experience delivering transformations for large enterprises with global operations with
complex stakeholder landscapes and decision-making processes.
• Proven track record of developing a digital strategy, business case and architecture design for customer(s)
• Delivered solutions on of public cloud technologies to facilitate realization of business strategy
• Executive presence and effective communication skills (active-listening, verbal, written, and presentation)
including progress updates, risk management, execution planning, metrics establishment / tracking,
presentations, technical content, public speaking and white papers.
• Experience navigating customer organizational structures, developing technology programs, defining
milestones, success criteria, resource allocation and on-time delivery
• Demonstrated cross-functional leadership, collaboration, organization, and operations excellence skills
• Analytical, data-driven problem solver who thrives in a dynamic, customer-focused environment
• Technically proficient, able to learn new tools, services, and concepts quickly
• SCRUM/Agile, PMP, Prince2, PgMP, Six Sigma, SAFe certified or related experience
• Bachelor's degree or equivalent practical experience
AWS Certification(s) with experience implementing AWS and/or other cloud services
• Experience in working with global financial services customers (Banking, Payments, Capital Markets,
• Versed in Software DevOps and Cloud Operating Models
• Experience working within a public cloud sales organization
• MBA degree or equivalent
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