Customer Solutions Manager, EDU & SLG Western Region - CSM
Amazon.com
Job description
Are you passionate about helping mission-driven organizations harness the power of cloud technology and AI to amplify their impact? Amazon Web Services (AWS) is seeking a Customer Solutions Manager (CSM) to join our EDU & SLG Western Region team. In this role, you will serve as a trusted advisor to government and higher education organizations navigating their cloud adoption and AI transformation journey — helping them translate their missions into measurable outcomes through modern cloud solutions. This position requires that the candidate selected be a US Citizen. As a CSM in the AWS Worldwide Public Sector (WWPS) EDU & SLG Western Region/division, you will guide government and higher educations customers through multi-year cloud adoption, migration, modernization, and AI transformation initiatives. You will work backwards from customer goals — whether that's deploying agentic AI workflows, modernizing data platforms to fuel AI/ML insights, or accelerating research with intelligent automation — and drive execution across AWS teams to deliver results. We help government and higher educations organizations understand best practices around adopting cloud-based solutions, migrating existing workloads, implementing AI/ML capabilities, and building organizational cloud and AI fluency. The opportunity to guide these customers through the AI revolution — from foundational data readiness to deploying agentic systems that autonomously execute complex workflows — is unprecedented. 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. Key job responsibilities • Own & Influence: Lead customer engagements end-to-end across Sales, Support, Solutions Architecture, Professional Services, and customer teams to deliver measurable business outcomes for our customers • Drive Adoption: Develop and execute cloud adoption roadmaps aligned with customer business milestones, translating strategic initiatives into concrete, sequenced actions • Accelerate Value: Identify opportunities for large-scale migrations, data & analytics, generative AI, agentic AI, and modernization that advance organizations missions and organizational efficiency — from intelligent document processing to autonomous program delivery agents • Enable & Govern: Design education programs, AI readiness assessments, governance frameworks, and executive briefing sessions that prepare customers for responsible AI adoption, successful cloud transformation, and long-term operational excellence • Advocate & Coach: Serve as the customer's cloud coach and their voice within AWS, communicating customer needs to AWS leadership, product, and engineering teams • Collaborate & Coordinate: Act as the connective tissue between account managers, solutions architects, technical account managers, and professional services — ensuring all teams execute cohesively against customer cloud strategy • Build & Scale: Contribute to the CSM function by developing scalable mechanisms, AI-powered automation strategies, and best practices that accelerate customer adoption across the government and higher education segment — including agentic frameworks that can be replicated across mission-driven organizations A day in the life As a CSM on the AWS EDU/SLG team, you'll serve as the central connector between our customers, our implementation partners and AWS teams, ensuring everyone moves in sync toward shared goals. Your day might include facilitating strategy sessions with customer leadership to align their AI and cloud adoption roadmap with mission objectives, coordinating between Sales, Support, Solutions Architecture, and AI/ML specialist teams to remove blockers, and tracking progress against key milestones. You'll develop comprehensive enablement plans that prepare organizations for generative AI adoption and successful workload migrations, lead executive briefing sessions that showcase how agentic AI and AWS capabilities serve government and higher education use cases and manage go-live events that mark critical transitions. Beyond these structured activities, you'll identify emerging customer challenges and proactively develop innovative AI-first solutions that address the unique needs of mission-driven organizations, helping them move from AI curiosity to production-grade agentic systems. About the team 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 across state and local government and higher education trust our robust suite of products and services to power their businesses. Our team partners with hundreds of customers across the United States, helping them leverage cloud technology to scale their missions, reduce operational costs, and drive innovation. We believe this sector deserves the same world-class technology and strategic guidance as the largest enterprises — and we're committed to making that a reality. Basic Qualifications - 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 - 5+ years of work in enterprise IT, either as a vendor, consultant or have prior experience working with or managing technical programs experience - Bachelor's degree in Science, Technology, Engineering, Math, or a related field - Experience in 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 working in enterprise IT, either as a vendor, consultant or have prior experience working with or managing technical programs - Experience in customer-facing roles Preferred Qualifications - AWS or other cloud certi
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