Sr. Technical Account Manager, Devices and Services Enterprise Support (DES)

About the role

We are looking for a Sr. Technical Account Manager to serve as the technical advisor and trusted advocate for Devices & Services Enterprise Support (DES) most strategic enterprise partners. This is not a sales role - it is an opportunity to be the "voice of the partner" within the Devices & Services (D&S) organization, providing proactive, relationship-driven technical support to partners with complex, business-critical deployments.

Responsibilities

• Serve as the dedicated technical point of contact and trusted advisor for assigned high-value enterprise partners, developing deep understanding of their technical environments and business objectives
• Conduct proactive technical reviews of partner support history, open cases, and integration health - identifying issues before they become cases
• Deliver periodic partner health reports summarizing case activity, resolution trends, known issues, and upcoming changes
• Own escalation coordination end-to-end for assigned partners, ensuring partner awareness, status tracking, and resolution through Amazon engineering teams
• Provide strategic technical guidance on best practices, architecture, and integration strategies beyond reactive troubleshooting
• Facilitate partner onboarding, certification, and product launches with hands-on technical support
• Represent the partner's technical needs within DES and to Line of Business (LOB) engineering teams — acting as the partner's internal advocate
• Participate in partner calls alongside Solution Architects and Business Developers to assist with technical queries
• Collaborate with DES members to align on partner health and satisfaction, ensuring a unified partner experience
• Raise the bar for the TAM function by improving processes, developing playbooks, and mentoring other team members

Qualifications

• 4+ years of management of technical, enterprise customer facing resources or equivalent experience
• Experience in specific technology domain areas like software development, cloud computing, systems engineering, infrastructure, security, networking, data and analytics
• Experience conveying complex technical concepts to both technical and business audiences
• Experience managing complex, multi-stakeholder technical relationships with enterprise customers or partners

Preferred Qualifications

• 4+ years of professional work experience, or experience handling customer escalations
• Experience in the IoT, smart home, voice assistant, or connected devices ecosystem
• Familiarity with Amazon Devices & Services products (Alexa, ASP, Smart Home APIs, Skills Kit)
• Track record of proactively identifying and resolving systemic technical issues before customer impact