Premium Support Business Development Manager, AWS Enterprise Support

AWS Global Services includes experts from across AWS who help 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.

AWS is one of Amazon’s fastest growing businesses, servicing customers in more than 190 countries, reshaping the way global enterprises consume information technology and powering the developers who are building the next generation of global industry leaders. AWS customers include innovative startups like Netflix, Pinterest, Spotify, Airbnb, and Instagram, as well as large global enterprises like Shell International, Unilever, Hitachi, Sharp, Bristol-Myers Squibb, and Samsung. We help global and local enterprises use cloud to remediate technical debt and build new innovative businesses.

AWS Enterprise Support provides customers with a one-on-one, fast-response support channel staffed 24x7x365 with experienced technical support engineers. Enterprise Support includes a designated technical account manager, architecture reviews, operations support to design, build, and operate cloud environments using AWS best practices, and a designated Support Concierge for administrative and billing inquiries. Enterprise customers rely on Support when running business-critical workloads on the AWS platform, with technical account managers and cloud support engineers as their primary daily touchpoint. Customers include very large enterprises, public sector companies, fast-growing businesses, and internet companies. AWS Support operates as a self-standing business with revenue and P&L responsibility, making it one of the fastest-growing businesses within AWS.

About the role

As a Premium Support BDM, you will support the Premium Support strategy and own driving the go-to-market (GTM) efforts for Support. Your objective will be to increase adoption of paid support offerings among AWS customers while maintaining target margin performance and using Support to accelerate AWS platform adoption. You will engage customers to understand their needs for Premium Support solutions (or alternatives like Enterprise Support or Unified Operations), identify pain points, and address obstacles in their current support offerings.

You will identify areas to sharpen the Support proposition, such as differentiated offerings, value, and return on investment versus price, and design and execute controlled experiments to drive commercial innovation. You will quantify the impact of Support in driving AWS platform adoption, estimate ROI, and design initiatives to accelerate customers' cloud adoption journeys. Additionally, you will enable the sales team to drive day-to-day interactions with prospects, selling the Support value proposition to build long-term business opportunities. You will also engage partners to develop and pilot new Support offerings via the partner ecosystem.

The ideal candidate will possess a keen business sense and exceptional analytical skills, with the ability to articulate and communicate a clear value proposition across customers, partners, and within AWS. You should be comfortable working across internal functions and geographies, naturally curious, and able to go beyond the obvious to discover unexpected insights and translate them into tangible business value.

Responsibilities

• Engage customers, partners, and field teams to deeply understand and measure customer value and pain points in the adoption of Enterprise Support and Unified Operations Services, as well as other new products launched throughout the year.
• Analyze drivers of Enterprise Support Services adoption and identify levers for improvement.
• Identify, design, and execute controlled experiments to drive Enterprise Support Services adoption.
• Review and analyze Enterprise Support Services pricing and costing to ensure savings are passed on to customers.
• Quantify the impact of Enterprise Support Services adoption on AWS Platform adoption and estimate the ROI of Support investments in accelerating AWS platform adoption.
• Develop and refine sales collateral, reference cases, and value proofs for customers and partners.
• Drive commercial innovation in Support, such as differentiated support offerings per customer segment.
• In conjunction with Field Enablement, create Support-related training programs and materials for the field team to properly articulate the Support value proposition.
• Work with stakeholders across Commercial/Public Sales, Premium Support, and Enterprise.
• Prepare and present business reviews to senior Sales and BD management teams.
• Drive Enterprise Support Services deals end-to-end with Sales.

Requirements

• 5+ years of experience developing, negotiating, and executing business agreements.
• Bachelor’s degree.
• Experience managing programs across cross-functional teams, building processes, and coordinating release schedules.
• Experience selling enterprise software or cloud-based applications.

Preferred Qualifications

• Experience interpreting data and making business recommendations.
• Experience identifying, negotiating, and executing complex legal agreements.

About the team

AWS values diverse experiences. Even if you do not meet all the preferred qualifications and skills listed, we encourage candidates to apply. If your career is just starting or hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Benefits

Amazon offers comprehensive benefits, including:

• Health insurance (medical, dental, vision, prescription, basic life & AD&D, with options for supplemental life plans).
• Employee Assistance Program (EAP) and mental health support.
• Medical Advice Line and Flexible Spending Accounts.
• Adoption and surrogacy reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.

Learn more about our benefits at amazon.jobs/en/benefits.

Pay

The base salary range for this position varies by location:

• USA, GA, Atlanta: $147,900 - $200,100 USD annually
• USA, IL, Chicago: $147,900 - $200,100 USD annually
• USA, NY, Hicksville: $162,700 - $220,200 USD annually
• USA, TX, Dallas: $147,900 - $200,100 USD annually
• USA, WA, Seattle: $147,900 - $200,100 USD annually

Your Amazon package will also include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.