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.

About the team
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 hasn't followed a traditional path, 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.

Inclusive Team Culture: AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

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.
Mentorship & Career Growth: We're continuously raising our performance bar as we strive to become Earth's Best Employer. You'll find endless knowledge-sharing, mentorship, and other career-advancing resources here to help you develop into a better-rounded professional.

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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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, 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