As a Principal Customer Solutions Manager, you'll lead the highest-stakes enterprise cloud engagements - taking ownership of critical escalations, bringing calm and structure when situations are urgent and information is incomplete, and keeping large groups of people aligned and moving toward a resolution everyone can trust. You'll also turn hard-won lessons from these moments into better ways of working and clearer guidance that shapes how our products evolve, all while earning your customers' trust as the strategic advisor they count on when it matters most.
Key job responsibilities
• Lead High-Visibility Escalations: Own and drive the response to the most critical, executive-visible escalations, establishing a clear operating rhythm, coordinating responders across many teams, communicating status and decisions to senior leadership, and driving issues to resolution while keeping customers and stakeholders informed and confident.
• Perform Under Pressure: Bring calm, structure, and high judgment to ambiguous, fast-moving, high-stakes situations; make sound decisions with incomplete information, prioritize ruthlessly, and create clarity for customers, partners, executives, and internal teams when urgency is highest.
• Orchestrate across sales, solutions architecture, enterprise support, professional services, and AWS partners
• Create Mechanisms and automation: Develop and implement mechanisms and automation - including escalation and coordination models, dashboards, and reports.
• Communicate & Advise: Communicate exceptionally across all organizational levels with external stakeholders (up to and including C-suite executives) and industry partners, translating complex situations into clear recommendations that drive alignment and decisions.
• Lead & Develop Others: Demonstrate thought leadership that shapes how teams execute at scale; mentor other leaders and develop them as thought leaders across teams and communities.
• Advocate for the Customer: Provide actionable customer insights and feedback that inform AWS service improvements.
A day in the life
As a Principal CSM, you serve as the trusted strategic advisor and central connector between enterprise customers and the AWS RDS Service team. You'll spend much of your time driving cross-organization collaboration - working with and across sales, enterprise support, engineering, and product management. You will build and scale mechanisms that eliminate non-differentiated work, mentoring senior CSMs and technical leaders, and synthesizing patterns into insights that shape both team practices and the AWS product roadmap.
BASIC QUALIFICATIONS
- 10+ years of senior customer facing role experience
- 15+ years of leading complex, large-scale, IT, technical or engineering programs experience
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field
- Experience in a senior customer-facing role
- Experience in leading complex, large-scale, IT, technical or engineering programs
- Experience in a direct or matrixed role leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
PREFERRED QUALIFICATIONS
- PMP/SCRUM/Agile certification or are you SAFe certified
- Knowledge of the software development/engineering lifecycle from conception to delivery
- Experience implementing AWS/cloud services
- Experience working with databases and SQL
- Experience with emerging technologies, including Generative AI
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.
USA, CA, East Palo Alto - 210,200.00 - 284,300.00 USD annually
USA, WA, Redmond - 182,800.00 - 247,300.00 USD annually
USA, WA, Seattle - 182,800.00 - 247,300.00 USD annually
