The Training & Certification (T&C) Customer Success Manager (CSM) is responsible for guiding AWS customers along their journey to the cloud by ensuring all AWS relevant teams including Training BDMs and account teams (Account Executive, Solution Architect and other support teams) are working together to establish learning needs, develop training solutions and supporting all customer training engagements from full transformations to everyday skills needs. This is a great opportunity to make a big difference to our large, critical customers in the Commercial Sector (CS) and Public sector (PS). This role is predominately divided into three primary categories, program management, customer relationship management and business development.
The CSM will work with the customer and AWS teams, driving collaboration among the core account and segment groups (Sales, Professional Services, MAPs, Solutions Architecture) and T&C (BDMs, Technical Delivery Manager) to plan and support the customer in their learning journey to cloud adoption. The CSM will translate strategic initiatives in the account plan into executable actions, working backwards from the customer’s key milestones and business outcomes to ensure they are able to leverage all of the training services and programs that are designed specifically to meet their needs. The CSM will manage cadence by leading the reporting and tracking functions, key input and output metrics and providing timely updates on progress driving towards operational excellence. The CSM will also manage execution and scheduling classes by working with the customer, TDMs (training delivery manager), instructors, and BDMs.
The CSM is empowered to take ownership of customer challenges and help drive successful learning and cloud adoption outcomes in conjunction with AWS teams including accounts and T&C teams. The CSM will proactively help solve customer challenges through new ideas, mechanisms and processes and act as a liaison between the customer and various AWS teams involved in training and education. Working fully integrated with the T&C team including Operations and Marketing, the CSM will ensure successful delivery of cloud education as well as being responsible for post sales customer satisfaction results.
The CSM is also responsible to work across various initiatives (e.g. migration opportunities) to identify T&C opportunities, approach proactively account managers, customer solution managers and other relevant teams to identify, qualify and manage initiative related pipelines of work. The CSM will report on the identified opportunity pipeline and position pre-defined learning / up-skilling packages and / or work hand in hand with BDMs to establish appropriate learning programs.
This is a great opportunity to make a big difference to our PS and CS customers as they embark on a cloud adoption journey. You will have excellent communication skills both at the executive and project team level, a strong bias for action, be detail driven, have excellent problem-solving abilities, technical acumen, and be an exemplary communicator. You will be a peer leader, have the ability to gain stakeholder buy-in, negotiate and guide different teams. You are passionate about delivering a great customer learning experience by deploying AWS T&C solutions and driving innovation, and also be obsessed with contributing to the day-to-day management of the customers successful journey with AWS.
BASIC QUALIFICATIONS
- 5+ years of experience delivering complex learning/IT programs.
- Demonstrated organizational and troubleshooting skills.
- Bachelor's degree in STEM field, or equivalent experience.
- Demonstrated experience communicating with Senior Customer Management resources.
PREFERRED QUALIFICATIONS
- A proven track record of being goal-oriented with a demonstrated ability to self-motivate and follow through on projects.
- Superior written and verbal communication skills, including a demonstrated ability to effectively deliver information to c-suite/VP level
- Ability to work with both technical and non-technical individuals.
- PMP or related project management certification, or equivalent experience.
- Judgment, negotiation/influence skills, analytical skills, and leadership skills.
