Enterprise Support Manager, ES-NAMER-FSI

About the role

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.

Responsibilities

• Champion and advocate for customers within Amazon Web Services (be their voice)
• Develop and lead a team of Technical Account Managers 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 and operational resilience in the cloud
• Help 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 AWS executive leadership to influence the product roadmap
• Drive proactive operational and security risk mitigation through application-specific reviews, custom runbooks, and rapid critical incident response
• Provide detailed reviews of service disruptions, metrics, and detailed pre-launch planning

Basic Qualifications

• 4+ years of technical team management experience
• 5+ years of direct customer engagement, with a focus on support to senior executives (Vice President and C-level) experience
• Experience in technical team management
• Experience in direct customer engagement, with a focus on support to senior executives (Vice President and C-level)
• Experience working with enterprise software companies
• Bachelor's degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
• 5+ years of managing technical teams

Preferred Qualifications

• Experience driving projects to improve support-related processes and technical support
• Experience in systems administration, network engineering, or software development engineering
• Experience in technical account management, business relationship management, or consulting
• Experience with AWS services or other cloud offerings
• Experience working with enterprise software companies
• Past experience as a systems administration, network engineer, or software development engineer
• Record of driving projects to improve support-related processes and the technical support experience
• Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)
• Ability to manage and work shifts

Benefits

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• Paid time off
• Parental leave
• Sign-on payments and restricted stock units (RSUs)

Pay

Base salary range: $169,000 - $228,600 USD annually. Final compensation determined based on factors including experience, qualifications, and location. Total package includes sign-on payments and restricted stock units (RSUs).

This response is AI-generated, for reference only.