Enterprise Support Manager, ES - APJC - ASEAN

Amazon; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading cloud services provider is seeking an Enterprise Support Manager in Singapore to lead Technical Account Managers. Responsibilities include improving customer experience and managing escalations. The ideal candidate should have over 4 years of technical management experience and a relevant degree. This is a great opportunity for mentorship and AWS certification.

Benefits

Medical Cover

Employee Assistance Programs

Global Mobility opportunities

Qualifications

• 4+ years of technical team management experience.
• 5+ years of direct customer engagement with senior executives.
• Experience in technical team management and enterprise software.

Responsibilities

• Lead a team of Technical Account Managers (TAMs) to solve business problems.
• Influence strategic direction of the team to improve customer experience.
• Manage escalations and support resolution of critical customer issues.

Skills

Technical team management

Customer engagement

Problem-solving

Leadership

Education

Bachelor’s degree in Computer Science, Math, or related field

Tools

AWS services

Enterprise software

Job description

Job ID: 3123399 | Amazon Web Services Singapore Private Limited

Are you a Customer Obsessed Technology Leader looking to manage a successful, growing team of cloud technologists? Are you ready to lead a team of Technical Account Managers (TAM) in Singapore? At Amazon, our vision is to be earth’s most customer-centric company. In 2006, we launched Amazon Web Services, giving customers access to the same cloud technology we built to serve millions of shoppers on Amazon.com. AWS is a secure cloud services platform, offering computing power, database storage, content delivery, and other functionality to help businesses scale and grow. Millions of businesses are using AWS cloud solutions to build sophisticated applications with increased flexibility, scalability and reliability.

Key job responsibilities: We’re seeking an Enterprise Support Manager to lead a team of Technical Account Managers (TAM) based in Singapore. Our TAM’s are trusted advisors who help some of the most iconic businesses in the world, ensuring their long term success with our services. These range from rising startups building their business from scratch through to large enterprises going through significant transformation. The team provides advice on architecture, support strategy, project, and launch planning as well as ongoing operational issues. You’ll help craft and execute strategies to drive our customers’ adoption and use of AWS services.

As a leader you will:

• Lead a team of Technical Account Managers (TAMs) to solve business problems
• Influence the strategic direction of your team and delivery to improve the customer experience
• Drive internal strategic communications
• Advocate for your customers and own their transformation journey
• Manage customer sentiment and recovery during service events, including executive engagement
• Assist with problem escalation and support your team in resolving critical customer issues
• Understand operational excellence in the cloud and help your TAMs make recommendations to customers
• Mitigate risks and remove blockers for your team and customers
• Grow the team's capability through people development and recruitment
• “Think Big”, by creating mechanisms that allow us to scale while we continue to expand the team

You’ll have a direct impact in enabling businesses across the region gain the most value from cloud. There are plenty of opportunities to develop your management / leadership skills as we continue to rapidly expand. You’ll also have the chance to receive mentorship and gain AWS certifications.

A day in the life

At Amazon Web Services, we don't mind being called "peculiar." We have our own way of doing things. We're obsessed with customers, we see beauty in simplifying the complex, and we're comfortable with being misunderstood. That might sound unorthodox, but our unusual approach and our culture – focused on removing obstacles so builders can build – are part of why our people enjoy working in AWS.

Benefits

We’re passionate about supporting the needs of our people and their family members. Benefits include Medical Cover, Employee Assistance Programs, and Global Mobility opportunities.

Basic Qualifications

• 4+ years of technical team management experience
• 5+ years of direct customer engagement, with a focus on support to senior executives (Vice President and C-level) experience
• Bachelor’s degree in Computer Science, Math, or a related field
• Experience in technical team management
• Experience working with enterprise software companies

Preferred Qualifications

• Experience driving projects to improve support-related processes and technical support
• Experience in systems administration, network engineering, or software development engineering
• Experience in technical account management, business relationship management, or consulting
• Experience with AWS services or other cloud offerings

Additional Information

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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.