Sr. Enterprise Support Manager
DESCRIPTION
As an increasing number of multinational companies move their critical systems to the cloud, we are seeking a leader for our most strategic customers focused on ensuring their long-term operational success on AWS. The individual should have strong operational, leadership and technical skills with a history of building successful teams and growing a multi-million dollar business. You will partner closely with global sales leadership to identify sales opportunities, develop customized support contracts, and help build a support organization to ensure the continued success of Amazon’s largest customers. You'll work directly with AWS engineering leaders to ensure a high quality, fast resolution customer experience. You'll be responsible for measuring and driving operational excellence. You'll drive customer communication during AWS critical events and drive projects that improve support-related processes and our customers technical support experience.
Key job responsibilities
• Manage and Grow business through People – lead a team of Technical Account Managers who are the primary operational point of contact for your customer.
• Engage Customers – Collaborate with global Sales Leadership to develop strong customer relationships and a deep understanding of your customer’s business and support needs.
• Deliver Value – Help customers successfully plan, build, deploy, and operate world-class applications on the cloud.
• Be a Customer Advocate – Understand industry trends, customer’s business needs and work with AWS Service teams to influence the AWS roadmap.
• Grow Support - Identify and lead AWS initiatives that support our mission of being Earth’s most customer centric support organization.
• Executive influence - Engage with Director and C-Level executives to translate business needs into technical and operational plans.
• Estimated 25% international travel requirement
We are open to hiring candidates to work out of one of the following locations:
Singapore, SGP
BASIC QUALIFICATIONS
• Must have a track record of effectively managing technical teams of 30+ employees spread across multiple geographies and have experience managing managers (6-8 direct reports).
• 10+ years of experience in direct customer engagement, with a focus on support of senior executives (Vice President and C-level)
• 8+ years of technical experience building/deploying/running/managing Fortune 500 scale applications and/or infrastructure
• 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
• Bilingual in written and spoken English and Mandarin
PREFERRED QUALIFICATIONS
• Knowledge of Web3, Cryptocurrency or related industry and technologies is a plus
• Experience with AWS service offerings
• Experience scaling an organization through rapid growth or expansion
• Excellent analytical skills with a track record of achieving balance in innovative thinking with a strong customer and quality focus