Strategic Accounts Enterprise Support Lead

Amazon Inc.; 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

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.