Senior Customer Solutions Manager , WWPS HCLS

Senior Customer Solutions Manager

Are you customer obsessed, fluent in cloud and AI, and eager to help customers build at an unbelievable scale? Join a collaborative and talented team dedicated to helping Amazon achieve new possibilities by leveraging AWS. Amazon is where innovation, risks, and ideas are celebrated. Our CSM team supports the world's largest cloud customer- Amazon.

As an Amazon Web Services (AWS) Senior Customer Solutions Manager, you will be responsible for helping guide technically advanced initiatives across Amazon. This individual contributor role involves partnering directly with Amazon business units such as Prime Video, Amazon Ads, Amazon.com, Alexa, and global AI/ML initiatives. In this highly visible position, you will apply your technical expertise and complex program leadership skills to work with smart, experienced, and innovative Amazon engineers and business leaders who are willing to tackle challenges at dizzying scales, while ensuring that all AWS teams work together effectively and efficiently to deliver outcomes for the customer.

Amazon Web Services (AWS) is seeking a Senior Customer Solutions Manager (CSM) to join our Worldwide Public Sector (WWPS) Healthcare & Life Sciences (HCLS) team. In this role, you will help Life Sciences customers realize sustained business value by accelerating their cloud and AI transformation journeys across drug discovery, clinical trials, commercial operations, and enterprise modernization.

As a Senior CSM, you will serve as a strategic partner and trusted advisor to some of the world's leading pharmaceutical, biotechnology, medical device, and diagnostics companies. You will work backwards from customer business objectives, leverage AWS best practices developed over thousands of engagements, and design and execute end-to-end cloud adoption experiences that deliver measurable outcomes.

You will own and drive execution excellence across the customer's cloud journey, spanning technical, operational, organizational, and educational dimensions. You will engage C-level executives, VP-level technology leaders, and cross-functional teams to align AWS investments with business priorities, accelerate AI adoption, and ensure customers capture the full potential of AWS's industry-leading services.

As a builder, you will innovate side-by-side with Amazon teams on projects such as generative AI-powered developer productivity enablement using tools like Strands, Kiro, and Bedrock AgentCore. You will enable large cloud migrations at an exabyte scale, lead programs that shape the future of Amazon's innovations powered by AWS, and partner with internal teams such as Prime Air (Amazon's delivery drone fleet). In helping Amazon innovate, you will engage with AWS teams in building services such as EC2, DynamoDB, and Bedrock to influence service adoption.

You will interface with customer and AWS leadership, driving collaboration between core account groups (Sales, Support, Solutions Architecture, and Professional Services), product/engineering teams, and customer teams while planning and supporting major workload migrations. You will translate strategic initiatives into executable actions, working backwards from our customers' key milestones. The execution of education plans, roadmap-to-business outcome alignments, Executive Briefing Sessions, and go-live events and transitions are among the critical items owned by the CSM that ensure the success of our customers' cloud journey.

You are encouraged to think big, invent, and take ownership of customer challenges. You will not only bring the best of AWS/Amazon to our customers but will proactively help solve customer challenges through new ideas, tools, and mechanisms.

Successful candidates will have a strong technical background, be curious about cloud and AI, be aware of details that matter, have excellent problem-solving abilities, and be exemplary communicators at both the executive and project team levels. You will be a peer leader with the ability to gain stakeholder buy-in, negotiate, and lead virtual teams. Your enterprise cloud experience and operational excellence will influence team decisions, provide insight, and help drive secure and robust solutions.

You will evangelize AWS services and influence customers to adopt them. You should be passionate about delivering great customer experiences by deploying AWS solutions, driving innovation, and be obsessed with contributing to the day-to-day management of customers' successful migrations to AWS.

This is an individual contributor role and requires 25-35% travel depending on candidate location.

Key job responsibilities
**Key Job Responsibilities**

- Identify and accelerate customers' realization of value throughout the cloud lifecycle through adoption of AWS services, partner solutions, and best practices
- Own end-to-end customer transformation strategy, connecting technical execution to measurable business outcomes
- Design and drive strategic initiatives including large-scale migrations, AI/ML adoption, and data modernization programs specific to Life Sciences workflows
- Create, manage, and deliver complex business and technology programs, navigating risks and roadblocks in ambiguous environments
- Establish and mature operating models and governance structures to drive scale and long-term success
- Orchestrate cross-functional delivery across sales, solutions architecture, enterprise support, professional services, and AWS partners
- Earn trust from technical practitioners to C-suite executives; serve as the customer's cloud journey coach and voice of the customer within AWS
- Lead executive briefings, roadmap reviews, and business outcome alignment sessions
- Apply deep understanding of Life Sciences regulatory requirements (FDA, HIPAA, GxP) and domain-specific use cases
- Help customers achieve organizational cloud readiness and AI fluency through skills development and experience-based accelerators
- Mentor and develop other CSMs; drive process improvements and mechanisms that scale impact across the portfolio

A day in the life
**A Day in the Life of a CSM**

No two days look alike. In any given week, you might lead an Executive Briefing Session with a pharma CTO, unblock a multi-petabyte migration alongside Solutions Architects, advocate for a customer feature request in an internal product review, build a GenAI prototype using Bedrock and Strands, prepare a business outcome report quantifying quarterly impact, or coach a customer team through organizational cloud readiness. The role blends strategic thinking with hands-on execution, technical depth with executive communication, and customer obsession with internal innovation.

About the team
About AWS
We try new things and dream big. At Amazon Web Services (AWS), we are inventing the future of cloud computing. AWS is where the cloud first came to life. Now we're inventing for decades ahead. It is still Day 1 for us, and we are looking for curious people to be part of our diverse teams of thinkers, testers, and doers. Come join us and work with the latest cloud computing technologies that enable our customers to do more with their technology and change the world in their respective industries.

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.

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.

About the Team
AWS Sales, Marketing, and Global Services (SMGS) drives revenue, adoption, and growth across all customer segments—from small and mid-market accounts to enterprise and public sector organizations. AWS Industries (AWSI) is a specialized organization within SMGS focused on industry-specific solutions and customer engagement. The ATLAS district, which supports Amazon's internal AWS adoption, operates within AWSI.
- 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
- 2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
- Bachelor's degree in science, technology, engineering, math, business or equivalent
- Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
- Experience contributing to the architecture and design (architecture, design patterns, reliability and scaling) of new and current systems, or experience designing or architecting (design patterns, reliability and scaling) of new and existing systems - PMP certification, or SCRUM/Agile, SAFe certification
- Experience implementing cloud services including migrations and modernization projects or similar
- MBA, or 2+ years of solving problems with technology in the Healthcare/Life Sciences Industry experience
- Knowledge of global environmental, health and safety regulations
- AWS certification(s) and/or hands-on experience with AWS services (compute, AI/ML, analytics, security, data)
- Experience driving AI/ML adoption programs, GenAI implementations, or data platform modernization initiatives
- Knowledge of scientific computing, genomics pipelines, clinical data management, or drug discovery workflows
- PMP, Agile, or equivalent project Experience working in the public sector or with regulated industries
- Demonstrated ability to influence without authority across matrixed organizations
- Track record of delivering transformation outcomes for Fortune 500 or enterprise customers

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.

USA, MA, Boston - 153,600.00 - 207,800.00 USD annually
USA, NJ, Jersey City - 169,000.00 - 228,600.00 USD annually
USA, NY, New York - 169,000.00 - 228,600.00 USD annually
USA, VA, Arlington - 153,600.00 - 207,800.00 USD annually
USA, VA, Herndon - 153,600.00 - 207,800.00 USD annually