Senior Technical Account Manager, Enterprise Support

Amazon Operation Services Philippines, Inc.; Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a Senior Customer Advisor / Senior Technical Account Manager (Senior TAM) to join our Enterprise Support team in the Philippines. You will own the end-to-end support experience and help customers maximize value from AWS cloud services.

As a trusted advisor, you will collaborate with customer teams and AWS engineers, build support strategies, and drive periodic reviews to unblock challenges and accelerate adoption.

Qualifications

• 10+ years of technical engineering experience.
• Knowledge of cloud-based architecture and cloud services.
• Experience in customer-facing roles.
• Experience in at least four of the following domains: Compute, Storage, Networking, CDN, Databases, DevOps, Big Data and Analytics, Security, Applications Development.

Responsibilities

• Act as a single point of contact to AWS customers who have signed up for Enterprise support.
• Make recommendations on how AWS offerings fit in the company strategy and architecture.
• Complete analysis and present periodic reviews of operational performance to customer.
• Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning.
• Champion and advocate for customer requirements within AWS (e.g. feature request).
• Participate in weekly and monthly customer meetings (onsite or via phone).
• Has access and knows how to use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.
• Work with some of the leading technologists around the world.
• Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible.

Job description

Do you love to work with customers and help them solve challenges using technology? Would you like to join one of the fastest-growing organizations within Amazon Web Services (AWS)?

AWS Enterprise Support team is seeking for a Senior Customer Advisors or “Senior Technical Account Managers (Senior TAM)” to join our Enterprise Support team in Philippines. TAMs are advocates for their customers and work closely with them to provide support and advice on how they can leverage the most value from AWS. You will work with some of the best and brightest, while developing your skills and furthering your career within one of the most innovative and progressive technology companies.

In this role, you will:

• Partner with some of the most exciting businesses in Philippines. These range from rising startups building their business from scratch through to large enterprises going through significant transformation.
• Build customer support strategies that help customers leverage value from AWS and actively work to optimize their AWS usage
• Own your customer’s end-to-end support experience, working with product teams and local leadership to unblock challenges
• Become an expert on AWS and deepen your skills in cloud computing
• Work autonomously and passionately to create positive customer outcomes

Key job responsibilities

• Act as a single point of contact to AWS customers who have signed up for Enterprise support
• Make recommendations on how AWS offerings fit in the company strategy and architecture
• Complete analysis and present periodic reviews of operational performance to customer
• Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
• Champion and advocate for customer requirements within AWS (e.g. feature request)
• Participate in weekly and monthly customer meetings (onsite or via phone)
• Has access and knows how to use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
• Work with some of the leading technologists around the world
• Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible

A day in the life

As a trusted advisor you’ll have a direct impact in helping our customers gain the most value from cloud technology. You’ll craft and execute strategies to drive our customers’ adoption and use of AWS services.

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred 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 (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.

• 10+ years of technical engineering experience
• Knowledge of of cloud based architecture, cloud services and experience in customer facing roles
• Experience in at least four of the following technical domains: Compute, Storage, Networking, CDN, Databases, DevOps, Big Data and Analytics, Security, Applications Development