Enterprise Support Manager, AWS Enterprise Support

Job title:

Enterprise Support Manager, AWS Enterprise Support

Company

Amazon

Job description

DESCRIPTIONAs an increasing number of large enterprises move their critical systems to the cloud, we are in need of high-powered technical leaders to help Amazon’s largest and most strategically important customers navigate the operational challenges of cloud computing. You will work with our top-tier customers, supporting the software development life-cycle for cloud services, operations management of active services, and business relationships with AWS.In this role, you will have the opportunity to help shape and execute a strategy to build mind-share and broad use of Amazon Web Services with one of our largest customers. You must possess management and customer-facing skills that enable you to represent AWS well within a customer’s environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in the cloud.As an Enterprise Support Manager, you will lead a team of Technical Account Managers who are the primary operational point of contact for your customer, helping to plan, review, and oversee ongoing operations of business critical applications. You will leverage your broad experience to work closely with sales leadership to plan and ensure successful launch and operations of AWS’s largest application workloads. You will lead operations reviews, both internally and with your customers, while constantly seeking ways to improve your customer’s AWS experience. In this role, you will also act as the voice of the customer within AWS to escalate problems and to drive prioritization of business needs for our customers.AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.Key job responsibilities
Every day will bring new and exciting challenges on the job while you:– Champion and advocate for Enterprise customers within Amazon Web Services (be their voice)
– Develop the team responsible for solving technical issues and working directly with AWS Engineers to ensure that customer issues are resolved as expediently as possible
– Participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud
– Help Enterprise customers define IT and business processes that work well with cloud deployments
– Engage with Director and C-Level Executives to translate business needs into technical and operational plans
– Work with the AWS Executive Leadership Team to influence the product roadmap
– Provide detailed reviews of service disruptions, metrics, detailed pre-launch planningAbout the team
Diverse ExperiencesAWS 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 AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.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.AWS Global ServicesAWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.BASIC QUALIFICATIONS– Bachelor’s Degree in Computer Science, Math, or related discipline, or equivalent work experience
– 5+ years experience in managing Technical teams
– Ability to hire and develop technical teams
– Ability to create innovative mechanisms and processes
– Track record of leading projects / initiatives to improve support-related processes and the customer’s technical support experiencePREFERRED QUALIFICATIONS– Experience scaling an organization through rapid growth or expansion
– Previous experience in technical account management, business relationship management or consulting
– An adaptable communication style that can fit diverse audiences (with varying technical backgrounds)
– Proficient in communicating complex ideas, either with the written word or in presentations
– Ability of Stakeholder management, especially during crisis and business critical situations
– Ability to travel up to 25% globallyAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.The base salary for this position ranges from $141,900/year up to $236,900/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.

Expected salary

Location

Toronto, ON

Job date

Thu, 10 Apr 2025 00:01:06 GMT

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