Enterprise Support Manager
|Job Title:||Enterprise Support Manager|
|Job Published:||November 11, 2020 23:01|
In this role, you will have the opportunity to help shape and execute a strategy to build mind-share and broad use of Amazon Web Services with some of our largest customers. You must possess management and customer-facing skills that enable you to represent AWS well within a customer's environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in the cloud. As an Enterprise Support Manager, you will lead a team of Technical Account Managers who are the primary operational point of contact for your customer, helping to plan, review, and oversee ongoing operations of business critical applications. You will leverage your broad experience to work closely with AWS leadership to plan and ensure successful launch and operations of AWS's largest application workloads. You will lead operations reviews, both internally and with your customers, while constantly seeking ways to improve your customer's AWS experience. In this role, you will also act as the voice of the customer within AWS to escalate problems and to drive prioritisation of business needs for our customers.
ROLE & RESPONSIBILITY · Champion and advocate for Enterprise customers within Amazon Web Services (be their voice) · Develop the team responsible for solving technical issues and working directly with AWS engineers to ensure that customer issues are resolved as expediently as possible · Participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud · Help Enterprise customers define IT and business processes that work well with cloud deployments · Engage with Director and C-Level executives to translate business needs into technical and operational plans · Work with AWS executive leadership to influence the product roadmap · Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning · Analyse and present operational reviews to customer leadership.
· 4+ years managing technical teams · 5+ years of experience in direct customer engagement, with a focus on support to senior executives (Vice President and C-level) · Must have a track record of effectively managing technical teams of employees spread across multiple geographies · Estimated 25% travel requirement.
· Experience scaling an organisation through rapid growth or expansion · Previous experience in technical account management, business relationship management or consulting · Experience in Financial Services Industry is a plus · Previous experience managing a budget or P&L · An adaptable communication style that can fit diverse audiences (with varying technical backgrounds) · Proficient in communicating complex ideas, either with the written word or in presentations · Excellent analytical skills with a track record of achieving balance in innovative thinking with a strong customer and quality focus · A degree in an STEM field is a plus; an MBA is a big plus · Experience with AWS service offerings
Amazon Web Services is a dynamic and rapidly growing business within Amazon.com. Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world. We provide organisations with building block web services that allow them to innovate faster and operate their software more cost-effectively. These services-in-the-cloud include on-demand compute capacity, storage, content delivery, querying of structured data, message queuing, and more. The AWS team is building and delivering the next generation of cloud computing that supports public AWS offerings like S3, EC2, and CloudFront. We are innovating new ways of building massively scalable distributed systems.
Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications.
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon's culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
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