Manager Enterprise Support ES - INDIA ES-India Cross Region

Amazon; Gurugram District; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Amazon in Gurugram, India seeks an Enterprise Support Manager to lead a team of Technical Account Managers, coordinating with sales to launch and operate large cloud workloads. You'll be the primary customer contact, shaping issue resolution and driving service improvements.

The role requires strong leadership of cross-functional teams, strategic customer engagement at the VP/C-level, and collaboration with AWS senior leadership to influence roadmaps and pre-launch planning.

Qualifications

• 5+ years of technical team management experience.
• Experience in direct customer engagement, with a focus on senior executives (VP and C-level).
• Bachelor's degree or above in computer science, engineering, mathematics or equivalent, or related fields.
• Experience working within the enterprise software development industry.
• Experience demonstrating leadership and people management in Customer Service or customer facing roles.
• 15+ years of management experience.

Responsibilities

• Lead a team of Technical Account Managers who are the primary operational point of contact for customers.
• Plan, review, and oversee ongoing operations of business critical applications.
• Collaborate with sales leadership to plan and ensure successful launch and operations of AWS’s largest application workloads.
• Lead operations reviews with customers and internally to improve the AWS experience.
• Act as the voice of the customer within AWS to elevate problems and drive prioritization of business needs for customers.
• Engage with AWS executive leadership to influence the product roadmap.
• Provide detailed reviews of service disruptions, metrics, and detailed pre-launch planning.

Skills

Technical team management

Customer engagement

Executive communication

Education

Bachelor's degree in CS/Engineering/Math or equivalent

Tools

AWS services

Job description

Job Description:

AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.

The AWS Support team is seeking an Enterprise Support Manager that enjoys solving problems, working with customers, and who has a background from a variety of different fields. The Role needs experience of leading teams responsible for building or managing full application stacks from the system (Linux or Windows) up through a custom application, managing part of a network from layer 3 and higher, or web-related programming that includes the consumption of web services we’d like to talk with you!

Key job responsibilities

As 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 sales 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 elevate problems and to drive prioritization of business needs for our customers.

• 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

Basic Qualifications

• 5+ years of technical team management experience
• Experience in direct customer engagement, with a focus on support to senior executives (Vice President and C-level)
• Bachelors degree or above in computer science, engineering, mathematics or equivalent, or Bachelors degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
• Experience working within the enterprise software development industry
• Experience demonstrating leadership and people management in Customer Service or customer facing roles
• 15+ years of management experience

Preferred Qualifications

• Experience driving improvement programs in the operations, engineering and support fields
• Experience in a similar role such as technical account manager, consultant, solutions architect, platform engineer, systems engineer, cloud architect, or service delivery manager
• Experience with AWS services or other cloud offerings
• Experience working with customers with a passion for delivering exceptional service, or experience in technical support
• Experience rapidly growing an organization and attracting, hiring, and maintaining top talent
• Experience communicating and delivering presentations to customers, stakeholders, and/or teammates

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.