Sr. Program Manager, Customer Management & GTM, SMGS Ops - Sales Planning & Policy
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Skills
awscrmdata qualityexcelforecastinggo-to-marketsalesforce
About the role
AWS Sales Planning and Compensation is the central team that designs and executes the policy, processes, and common structures and definitions that global sales planning runs on. Annual Planning is the window in which AWS implements major go-to-market changes to grow and support its customers: organizational structure changes, reviewing accounts and placing them into the right territories, with the right sales coverage and quota targets for the new year. Our job is to make those decisions early, consistently, and through governed inputs rather than disconnected assumptions, so sellers start the year with their accounts, territories, and quotas in hand. In-Year Planning is how those decisions stay current: the business does not stand still for twelve months, so the same structures have to be able to change in year, at the speed the business moves, without losing the governance that made them trustworthy at the start of it.
Customer Management & GTM is the planning mechanism that produces well-formed customers in our CRM: each customer defined consistently, attributed to a single accountable team, and carrying the customer attributes that planning depends on. Coverage segmentation, territories, and quota targets are all set against the customers this process produces, so a customer that is wrongly formed is a coverage decision made wrongly for the whole year. It runs globally, across every business unit and geography: continuously in year, and at scale through the annual planning window with a hard close date.
We are looking for a Program Manager to own the Customer Management & GTM policy and the program that delivers it. The design problem is scale. A small number of customer decisions genuinely need human judgement, and the rest should be settled by rules. Your job is to tell the two apart. You decide what the policy says, who may change a customer's accountability, on what evidence, and which decisions still require a person. Where a decision is both contested and consequential, you adjudicate, either yourself or through a review board you convene and chair.
Your mandate is to make this scale as AWS grows. With Planning Tools, you will turn policy into logic the systems enforce and build the data-driven and agentic capabilities that take manual work out of the cycle. You will sit within the One Customer Partner (OCP) program, the framework for how AWS defines, identifies, and manages its customer and partner relationships, and you will co-own its primary change vehicle with the product leader who builds it. OCP defines what a well-formed customer is; Customer Management is where that definition meets every account in the business, which makes it where the definition gets tested. With the business, you will build a mechanism with enough give for the cases it should allow: where a customer decision is genuinely non-standard, the policy names the path, the team closest to it takes the decision, and the record carries the reason. Escalation stops being the only way past a rule that was drawn too tight. The measure is the same in all three directions: more customers formed correctly the first time, with less effort, and fewer decisions needing a person at all.
Much of this work has no precedent to follow, and the right answer looks different depending on where you sit: each team is accountable for something different, so each reaches its answer in good faith and those answers do not agree. You are the one holding the wider view, in two directions: across the whole of AWS, and across what the business needs for the next ten years rather than what it wants today. Success in this role means forming a position and supporting it with data, then working it through with internal stakeholders and with customers to truth-seek what is genuinely right. Right means right for the customer and right for AWS, which is not always the conclusion any single team would come to on its own.
Key job responsibilities
- Own the Customer Management policy. Translate the OCP customer definition into operable policy: who may change a customer's accountability, on what evidence, which changes proceed automatically and which require review. Feed back the cases the definition cannot yet handle.
- Own the customer attributes that make a customer plan-able. A customer is not well formed by identity and accountability alone: it has to carry the attributes downstream planning depends on, including industry classification, size, location, and the coverage segmentation derived from them. Own the policy for those attributes, the standard each one must meet, and where they are sourced from, working with the data and third-party providers who supply them. A wrong attribute produces a wrong coverage decision just as surely as a wrong accountability does.
- Co-Own the change mechanism and the decisions that run through it. Design and run the submission, approval and escalation paths through which customer records change, in year and through the annual planning window. Hold the single view of their health and status, and be accountable for the annual window closing on schedule with the policy intact. Where a case is contested, you decide: how a customer should be defined, or which organization is accountable for it. Take the call yourself where you can; convene and chair a review board for the sensitive cases, bringing the evidence and a recommendation, and work the answer through with stakeholders to reach what is right for the customer, for the business, and for AWS as a whole.
- Design how the work gets done, and make it scale. Teams should not have to work out their own approach to Customer Management each year. Design the workstreams and jobs to be done that take a business unit through the cycle in a consistent sequence, with the data, recommendations and policy they need at each step, and measure progress through scorecards that show completion and quality by business unit and geography. Decide which decisions genuinely need a person and which should be settled by rules, specify that logic precisely enough to be built, and write the requirements for the data-driven and agentic capabilities that settle the routine cases and surface recommendations to planners. Model the effect of a policy change before it ships. You own the what and the why; Planning Tools owns the how.
- Own customer data quality. Set and publish the measures of a well-formed customer, including attribute completeness and accuracy, and work the exceptions with the planning leads who own the records.
- Close the gap to the target state, and bring the business with you. Run the retrospective into policy: identify every case the mechanism could not handle cleanly and design the change that removes it. Then land it. Give the geos and business units policy they can operate, guidance and data in their hands ahead of the deadline, enablement for every change, and communication that earns adoption rather than a mandate they work around.
About the team
About AWS
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.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
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.
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
- Bachelor's degree or equivalent
- Experience developing and implementing systems/tools utilized for CRM, variable compensation, revenue reporting, forecasting, Salesforce automation, etc.
- Experience defining, refining and implementing sales processes, procedures and policies or equivalent
- Experience presenting to senior leadership
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.
USA, TX, Dallas - 133,900.00 - 181,200.00 USD annually
USA, VA, Arlington - 133,900.00 - 181,200.00 USD annually
USA, WA, Seattle - 133,900.00 - 181,200.00 USD annually
Customer Management & GTM is the planning mechanism that produces well-formed customers in our CRM: each customer defined consistently, attributed to a single accountable team, and carrying the customer attributes that planning depends on. Coverage segmentation, territories, and quota targets are all set against the customers this process produces, so a customer that is wrongly formed is a coverage decision made wrongly for the whole year. It runs globally, across every business unit and geography: continuously in year, and at scale through the annual planning window with a hard close date.
We are looking for a Program Manager to own the Customer Management & GTM policy and the program that delivers it. The design problem is scale. A small number of customer decisions genuinely need human judgement, and the rest should be settled by rules. Your job is to tell the two apart. You decide what the policy says, who may change a customer's accountability, on what evidence, and which decisions still require a person. Where a decision is both contested and consequential, you adjudicate, either yourself or through a review board you convene and chair.
Your mandate is to make this scale as AWS grows. With Planning Tools, you will turn policy into logic the systems enforce and build the data-driven and agentic capabilities that take manual work out of the cycle. You will sit within the One Customer Partner (OCP) program, the framework for how AWS defines, identifies, and manages its customer and partner relationships, and you will co-own its primary change vehicle with the product leader who builds it. OCP defines what a well-formed customer is; Customer Management is where that definition meets every account in the business, which makes it where the definition gets tested. With the business, you will build a mechanism with enough give for the cases it should allow: where a customer decision is genuinely non-standard, the policy names the path, the team closest to it takes the decision, and the record carries the reason. Escalation stops being the only way past a rule that was drawn too tight. The measure is the same in all three directions: more customers formed correctly the first time, with less effort, and fewer decisions needing a person at all.
Much of this work has no precedent to follow, and the right answer looks different depending on where you sit: each team is accountable for something different, so each reaches its answer in good faith and those answers do not agree. You are the one holding the wider view, in two directions: across the whole of AWS, and across what the business needs for the next ten years rather than what it wants today. Success in this role means forming a position and supporting it with data, then working it through with internal stakeholders and with customers to truth-seek what is genuinely right. Right means right for the customer and right for AWS, which is not always the conclusion any single team would come to on its own.
Key job responsibilities
- Own the Customer Management policy. Translate the OCP customer definition into operable policy: who may change a customer's accountability, on what evidence, which changes proceed automatically and which require review. Feed back the cases the definition cannot yet handle.
- Own the customer attributes that make a customer plan-able. A customer is not well formed by identity and accountability alone: it has to carry the attributes downstream planning depends on, including industry classification, size, location, and the coverage segmentation derived from them. Own the policy for those attributes, the standard each one must meet, and where they are sourced from, working with the data and third-party providers who supply them. A wrong attribute produces a wrong coverage decision just as surely as a wrong accountability does.
- Co-Own the change mechanism and the decisions that run through it. Design and run the submission, approval and escalation paths through which customer records change, in year and through the annual planning window. Hold the single view of their health and status, and be accountable for the annual window closing on schedule with the policy intact. Where a case is contested, you decide: how a customer should be defined, or which organization is accountable for it. Take the call yourself where you can; convene and chair a review board for the sensitive cases, bringing the evidence and a recommendation, and work the answer through with stakeholders to reach what is right for the customer, for the business, and for AWS as a whole.
- Design how the work gets done, and make it scale. Teams should not have to work out their own approach to Customer Management each year. Design the workstreams and jobs to be done that take a business unit through the cycle in a consistent sequence, with the data, recommendations and policy they need at each step, and measure progress through scorecards that show completion and quality by business unit and geography. Decide which decisions genuinely need a person and which should be settled by rules, specify that logic precisely enough to be built, and write the requirements for the data-driven and agentic capabilities that settle the routine cases and surface recommendations to planners. Model the effect of a policy change before it ships. You own the what and the why; Planning Tools owns the how.
- Own customer data quality. Set and publish the measures of a well-formed customer, including attribute completeness and accuracy, and work the exceptions with the planning leads who own the records.
- Close the gap to the target state, and bring the business with you. Run the retrospective into policy: identify every case the mechanism could not handle cleanly and design the change that removes it. Then land it. Give the geos and business units policy they can operate, guidance and data in their hands ahead of the deadline, enablement for every change, and communication that earns adoption rather than a mandate they work around.
About the team
About AWS
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.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
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.
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
Basic qualifications
- 10+ years of Microsoft Excel experience- Bachelor's degree or equivalent
- Experience developing and implementing systems/tools utilized for CRM, variable compensation, revenue reporting, forecasting, Salesforce automation, etc.
- Experience defining, refining and implementing sales processes, procedures and policies or equivalent
Preferred qualifications
- Experience using Salesforce (or other CRM tool) or BI tools- Experience presenting to senior leadership
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, TX, Dallas - 133,900.00 - 181,200.00 USD annually
USA, VA, Arlington - 133,900.00 - 181,200.00 USD annually
USA, WA, Seattle - 133,900.00 - 181,200.00 USD annually