US Government Cloud Customer Success & Billing Specialist

Amazon Web Services (AWS); Columbia (MD); On-site; USD 33,000 - 59,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Web Services, Inc. is seeking a US Government Customer Success Representative to engage USG and enterprise customers, delivering training, support and analysis to enable mission-critical cloud deployments.

The role collaborates with TAMs, Sales and Solution Architects, requires TS/SCI clearance with polygraph, and involves deep-dive billing issue resolution, proactive issue avoidance, and ongoing customer education about reporting options and budgets.

Qualifications

• Associate's degree or above, or A+ or Network+ or Security+.
• Current, active US Government Security Clearance of TS/SCI with Polygraph.
• Leadership or account management experience.
• Troubleshooting and debugging technical systems with strong customer service.
• Experience with SQL or relational databases.
• Proven success in fast-paced support environments.
• Strong fluency with Web Technologies and the Internet.
• Understanding of cloud compute and storage concepts.

Responsibilities

• Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues.
• Working with Enterprise customers to understand AWS usage and providing feedback on reporting options and budgets.
• Performing deep dive analysis on USG / Enterprise customer accounts and billing statements.
• Educating customers on reporting options, alerts and budgets.
• Providing prompt, efficient, customer-oriented service to Enterprise customers.
• Working with global customer support peers to ensure consistent high-quality support.
• Driving projects that improve customer interactions with AWS account and billing information.
• Acting as the Voice of the Customer for Enterprise customers and reporting on improvement areas.

Skills

Leadership

Account management

Troubleshooting

Customer service

Analytical skills

Attention to detail

Communication

Web technologies

Cloud concepts

SQL

Education

Associate degree or higher / A+ / Network+ / Security+

Job description

Amazon Web Services, Inc. is seeking a US Government Customer Success Representative to engage USG and enterprise customers, delivering training, support and analysis to enable mission-critical cloud deployments.

The role collaborates with TAMs, Sales and Solution Architects, requires TS/SCI clearance with polygraph, and involves deep-dive billing issue resolution, proactive issue avoidance, and ongoing customer education about reporting options and budgets.