As 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 planning
A day in the life
As a Technical Account Manager (TAM) in the Energy vertical, your day might begin with a strategic operational review with a global oil & gas company, analyzing their cloud infrastructure performance and providing recommendations for their mission-critical applications. By mid-morning, you could be diving deep into a customer's architecture, collaborating with AWS service teams to optimize their data lake solution for processing real-time sensor data from offshore platforms. Your afternoon might include leading a Well-Architected review session for a utility company's smart grid platform, followed by facilitating a cross-functional workshop on implementing Amazon Q for their DevOps teams. Between these engagements, you'll contribute to internal initiatives like developing industry-specific architectural patterns, mentoring team members, or documenting best practices from recent customer successes. You'll also stay connected with your peers through our TAM community, sharing insights and collaborating on solutions for common industry challenges. Throughout the day, you'll leverage your technical expertise, consultative skills, and industry knowledge to help customers navigate their cloud journey while maintaining operational excellence. The role offers a dynamic blend of technical depth, strategic thinking, and customer engagement, with no two days being quite the same.
About the team
Diverse Experiences
Amazon 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.
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.
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 and 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.
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 experience
PREFERRED QUALIFICATIONS
- 5+ years experience in the Energy/Utilities industry
- 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% globally
Amazon 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, protected veteran status, 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 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.
