Manager of Customer Solutions Management

Requirements

  • Experience in a senior customer-facing role
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  • Experience demonstrating technical breadth in AWS and/or cloud fundamentals
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  • Experience in project management, delivery and/or program management
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  • Experience directly managing teams
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  • AWS certification, such as, AWS Solutions Architect, or a similar cloud certification, or Bachelor's degree
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  • (Desirable) Experience architecting, migrating, transforming or modernizing customer requirements to the cloud
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  • (Desirable) Experience with cross functional project or program delivery
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  • (Desirable) Experience working and communicating with multiple stakeholders, C-level executives and cross-functional teams

What the job involves

  • UKGI CSMs are responsible for helping public sector organisations realise their business in the cloud
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  • As leader of the UKGI CSMs, you will lead a team of Customer Solutions Managers responsible for guiding and supporting AWS customers along their multi-year cloud journey - accelerating migration delivery, driving modernisation, enabling GenAI adoption, and ensuring customers realise measurable business outcomes from their AWS investments
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  • The UKGI CSM team supports customers from commitment to execution
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  • CSMs support large-scale migrations, partner-attached delivery, and strategic account engagement - working backwards from customer objectives to accelerate long-term cloud adoption and realise revenue
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  • The team operates at the intersection of sales, delivery and technical enablement, coordinating across account teams, partners, professional services, and service engineering to deliver outcomes for customers at scale
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  • You will recruit, develop, and lead a team of technically capable CSMs across Europe who are obsessed with customer success
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  • Working with your team and cross-functional partners across AWS, you will drive strategy, accelerate customers' cloud adoption, and define and then deliver against revenue realisation goals
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  • You and your team are accountable for successfully delivering customer migrations, modernisation initiatives, and GenAI/Data outcomes
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  • In this role, you will be technically credible in your own right - ready to dive deep into workload adoption patterns and customer architectures - while also effective in shaping the customer journey through others
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  • You must enjoy learning and introducing new concepts to help colleagues and customers embrace and adopt new technology
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  • You will coach your team on executive engagement, programme delivery, migration acceleration, and business case development
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  • You will need to be adept at interacting, communicating and partnering with other parts of AWS, as well as representing your team at a senior level internally and externally
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  • Supporting a broad portfolio of UKGI customers, you will establish mechanisms to inspect customer health and programme delivery at scale, optimise CSM coverage through data-driven resource allocation, and build sector-specific delivery frameworks that enable proactive intervention before issues impact revenue or customer outcomes
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  • Ensure success and growth in your customers' cloud and AI journeys
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  • Hire, onboard, train, and develop CSMs across Europe. Attract bar-raising talent with the technical depth and customer obsession the role requires
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  • Set and measure goals, coach and mentor employees, and contribute to the evolution of the global public sector CSM function
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  • Define metrics for team progress, build audit mechanisms to track performance and variance
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  • Be accountable for revenue acceleration, migration delivery, and team development goals
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  • Coach CSMs to lead matrixed teams, manage cadence, drive executive engagement, and help customers work backwards from business outcomes to executable delivery plans
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  • Implement systematic sector engagement through business reviews, escalation paths, and standardised delivery reporting
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  • Build relationships with senior customer decision makers to accelerate adoption
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  • Act as a conduit between customers, engineering, product and support teams. Influence product direction from aggregated customer feedback
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  • Build a team that delivers without you. Grow future leaders, and remove single-point dependencies
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  • Drive adoption of CSM best practices: GenAI/agentic AI enablement, migration acceleration, partner enablement, and customer value realisation
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  • Your morning starts reviewing migration delivery dashboards - checking which customers hit migrations kicked off this week, which are at risk, and where to redirect capacity. By mid-morning you're in a 1:1 coaching a CSM on their executive engagement strategy for a stalled modernisation programme
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  • After lunch you join a business review for one of the sales verticals, presenting CSM health data, escalating risks in delivery and recommending where to double down. Late afternoon you're interviewing a candidate for a new CSM, then closing the day unblocking a partner-attached migration that needs cross-team coordination to hit its go-live date
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