Enterprise Support Leader - Strategic Accounts , Enterprise Support - Strategic accounts

Amazon; San Francisco (CA); On-site; USD 150,000 - 210,000; Full time

Job summary

Amazon is seeking a Senior Enterprise Support Manager within AWS, leading enterprise accounts and overseeing support engagements. The role focuses on executive-level customer interactions, aligning AWS capabilities with business goals and driving seamless resolution of complex issues.

You will collaborate with customers and AWS engineers, presenting operational reviews and guiding pre-launch plans while advocating for customer needs across AWS service teams.

Qualifications

• Experience leading enterprise accounts and teams.
• Strong ability to discuss technical topics with customers at senior levels.
• Experience with cloud architectures and web services in enterprise settings.

Responsibilities

• Manages assigned Enterprise accounts and oversees support cases.
• Completes analysis and presents periodic reviews of operational performance to customer.
• Provides detailed reviews of service disruptions, metrics, and pre-launch planning.
• Makes recommendations on how new AWS offerings fit in the customer architecture.
• Advocates for customer features and requirements within AWS (be their voice).
• Participates in customer meetings (onsite or via phone).
• Knows and uses key customer resolution tools to facilitate rapid resolution of concerns.
• Works directly with AWS engineers to ensure customer issues are resolved expediently.

Skills

Executive leadership

Customer engagement

Cloud computing

AWS knowledge

Technical conversations

Job description

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

The AWS Support team is seeking an Senior Enterprise Support Manager that enjoys solving problems, working with customers, and who has a background from a variety of different fields. If you have experience 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!

You will be surrounded by people who are incredibly smart, passionate about cloud computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job while your team:

• Manages: assigned Enterprise accounts and oversee support cases
• Completes analysis and presents periodic reviews of operational performance to customer
• Provides detailed reviews of service disruptions, metrics, detailed pre-launch planning
• Makes recommendations on how new AWS offerings fit in the company architecture
• Advocate for customer features and requirements within AWS (be their voice internally)
• Participates in customers meetings (onsite or via phone)
• Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
• Works directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible

Key job responsibilities

Executive leadership, ability to hold AWS technical conversations.