Enterprise Support Manager

1 week ago

Vancouver, British Columbia, Canada Amazon Full time
Are you a Customer Obsessed Technology Leader looking to manage a successful, growing team of cloud technologists?

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. Amazon Web Services (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 a Enterprise Support Manager to lead a team of Technical Account Managers (TAM) based in Greater China Region.

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:

1. Manage and Grow a Business – You will own the profit and loss of multi-million dollar support business that is part of one of the fastest growing businesses in Amazon.
2. Engage Customers – Collaborate with global Sales Leadership to develop strong customer relationships and a deep understanding of your customer's business and support needs.
3. Deliver Value – Help customers successfully plan, build, deploy, and operate world-class applications on the cloud.
4. Be a Customer Advocate – Understand industry trends, customer's business needs and work with AWS Service teams to influence the AWS roadmap.
5. Grow Support - Identify and lead AWS initiatives that support our mission of being Earth's most customer centric support organization.
6. Executive influence - Engage with Director and C-Level executives to translate business needs into technical and operational plans.
7. "Think Big" - Create mechanisms that allow us to scale while we continue to expand.

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. Our unusual approach and our culture - focused on removing obstacles so builders can build - are part of why our people enjoy working in AWS. 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.

About the Team

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.

Diverse Experiences

AWS 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

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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 in the cloud.

Minimum Requirements

- Must have a track record of effectively leading highly technical, analytical, and service delivery professionals.
- Have excellent experience in improving capability and efficiency of technical teams. Ability to work with remote teams. Experience scaling an organization through rapid growth or expansion. Previous experience managing a budget or P&L.
- Excellent customer focus and bias for action. Previous customer facing experience with effective executive presence.
- 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.
- Excellent analytical skills with a track record of achieving balance in innovative thinking with a strong customer and quality focus.

- A degree in an STEM field is a plus; an MBA is a big plus.
- Experience with Cloud service offerings.
- Ability to manage multiple tasks and projects in a fast-moving environment.
- Passionate about customers and new technology.
- Experience on Service and Value Selling is a plus.

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.

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