Sr. Customer Solutions Manager, EC2 Capacity
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, and Amazon Elastic Compute Cloud (EC2) is its largest and most consequential service. As customers accelerate workloads spanning generative AI training and inference, large-scale analytics, and mission-critical production systems, AWS’s ability to plan, commit, and deliver compute capacity at scale is a defining competitive advantage.
We are seeking a Senior Customer Solutions Manager (CSM) to join the EC2 Capacity Customer Experience organization. In this highly visible role, you will help guide AWS’s customers through the capacity dimension of their cloud journey, planning and delivering the compute capacity solutions that power customers across our global base. You will own the end-to-end capacity and scaling plans for a portfolio of internal and external customers consuming compute (CPU and GPU) and foundational services, translating their growth trajectories into executable commitments and then driving action across AWS teams to deliver against those commitments with clarity on who owns what by when.
You will be a critical partner to your customers, leveraging your technical background and your understanding of large-scale compute and capacity dynamics to shepherd them through planning, delivery, and governance of their capacity needs. You will interface with customer and AWS leadership, driving collaboration between the core account groups (Sales, Support, Solutions Architecture, and Professional Services), product and engineering teams, supply chain, and finance. You will translate strategic initiatives in the account and capacity plan into executable actions, working backwards from customer milestones, and you will manage the cadence by leading the reporting and tracking functions along the way.
You are encouraged to think big, invent, and take ownership of customer capacity challenges. Successful candidates have a strong technical background, are familiar with cloud infrastructure and increasingly with AI/GenAI workloads, are aware of the details that matter, have excellent problem-solving abilities, and are exemplary communicators at both the executive and project-team level. You will be a peer leader able to gain stakeholder buy-in, negotiate trade-offs, and lead virtual teams. You should be passionate about delivering a great customer experience by planning and delivering capacity, driving innovation, and contributing to the day-to-day management of customers’ successful consumption of AWS.
Key job responsibilities
You will establish a deep understanding of each customer’s business vision, growth plans, and consumption patterns, and influence them to adopt the right capacity solution at the right time. The Capacity CSM-T is responsible for four focus areas:
You start your morning reviewing commitment and delivery dashboards for your portfolio of customers, flagging a delivery risk in an upcoming GPU buildout. Mid-morning you lead a capacity review with one of your largest customers, walking through next quarter’s scaling plan and pressure-testing their forecast assumptions. You then join EC2 Supply Chain and Finance partners to present supportability scenarios for a customer requesting a significant expansion, driving alignment on which to fund. After lunch you work tickets and demand signals through internal tooling, update your customer tables, and write the narrative for a weekly review that synthesizes demand across your customers into a clear state of the portfolio. You end the day with an engineering partner on a tooling gap you identified, a forecasting input that would remove a manual step, and write the one-pager to get it prioritized.
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.
USA, WA, Seattle - 153,600.00 - 207,800.00 USD annually
We are seeking a Senior Customer Solutions Manager (CSM) to join the EC2 Capacity Customer Experience organization. In this highly visible role, you will help guide AWS’s customers through the capacity dimension of their cloud journey, planning and delivering the compute capacity solutions that power customers across our global base. You will own the end-to-end capacity and scaling plans for a portfolio of internal and external customers consuming compute (CPU and GPU) and foundational services, translating their growth trajectories into executable commitments and then driving action across AWS teams to deliver against those commitments with clarity on who owns what by when.
You will be a critical partner to your customers, leveraging your technical background and your understanding of large-scale compute and capacity dynamics to shepherd them through planning, delivery, and governance of their capacity needs. You will interface with customer and AWS leadership, driving collaboration between the core account groups (Sales, Support, Solutions Architecture, and Professional Services), product and engineering teams, supply chain, and finance. You will translate strategic initiatives in the account and capacity plan into executable actions, working backwards from customer milestones, and you will manage the cadence by leading the reporting and tracking functions along the way.
You are encouraged to think big, invent, and take ownership of customer capacity challenges. Successful candidates have a strong technical background, are familiar with cloud infrastructure and increasingly with AI/GenAI workloads, are aware of the details that matter, have excellent problem-solving abilities, and are exemplary communicators at both the executive and project-team level. You will be a peer leader able to gain stakeholder buy-in, negotiate trade-offs, and lead virtual teams. You should be passionate about delivering a great customer experience by planning and delivering capacity, driving innovation, and contributing to the day-to-day management of customers’ successful consumption of AWS.
Key job responsibilities
You will establish a deep understanding of each customer’s business vision, growth plans, and consumption patterns, and influence them to adopt the right capacity solution at the right time. The Capacity CSM-T is responsible for four focus areas:
- Accelerating adoption through capacity delivery and execution. Own and drive the capacity and scaling plans that translate customer growth forecasts into concrete, time-bound infrastructure commitments, and drive the “last mile” between an approved plan and physical capacity in the right place at the right time.
- Identifying and aligning on strategic capacity opportunities. Work with the account team to work backwards from the customer and pursue opportunities including large-scale workload migrations and modernizations, GenAI/ML scaling, platform generation migrations, regionalization, and cost-optimizing demand shaping.
- Customer enablement. Serve as the customer’s capacity coach and the voice of the customer within AWS, evangelizing their capacity needs to AWS leadership, product, engineering, and supply chain teams.
- Governance. Implement governance structures, review cadences, and escalation paths that govern both the partnership with the customer and the health of their capacity commitments.
- Drive action and accountability across partner organizations (EC2, Supply Chain, Networking, Storage, Finance, Sales) to deliver against committed capacity plans, identifying and escalating blockers with urgency.
- Organize complex demand signals into supportability scenarios that enable leaders to make informed capital allocation decisions, partnering with Finance and Supply Chain to quantify trade-offs (cost of over-provisioning versus risk of under-delivery).
- Leverage large data sets to tell the story on the customer experience, define KPIs that measure delivery fidelity and forecast accuracy, and own the metrics and the narrative.
- Build repeatable mechanisms and automation that reduce manual steps and scale the capacity engagement model across a growing queue of customers.
- Maintain working fluency across EC2 instance families (CPU: Graviton, Intel, AMD; GPU: NVIDIA, Trainium, Inferentia) and the networking and storage dependencies that influence capacity requirements.
You start your morning reviewing commitment and delivery dashboards for your portfolio of customers, flagging a delivery risk in an upcoming GPU buildout. Mid-morning you lead a capacity review with one of your largest customers, walking through next quarter’s scaling plan and pressure-testing their forecast assumptions. You then join EC2 Supply Chain and Finance partners to present supportability scenarios for a customer requesting a significant expansion, driving alignment on which to fund. After lunch you work tickets and demand signals through internal tooling, update your customer tables, and write the narrative for a weekly review that synthesizes demand across your customers into a clear state of the portfolio. You end the day with an engineering partner on a tooling gap you identified, a forecasting input that would remove a manual step, and write the one-pager to get it prioritized.
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
- 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
Preferred Qualifications
- PMP certification, or SCRUM/Agile, SAFe certification
- Experience implementing cloud services including migrations and modernization projects or similar
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, WA, Seattle - 153,600.00 - 207,800.00 USD annually