Enterprise Support Manager, Enterprise Support
Amazon Web Services•Published 1 days ago•First seen 23 hours ago
We’re seeking a Enterprise Support Manager to lead a team of Technical Account Managers (TAM) based in Singapore.
Our TAM’s are trusted advisors who help some of the most iconic businesses in the world, ensuring their long term success with our services. These range from rising startups building their business from scratch through to large enterprises going through significant transformation. The team provides advice on architecture, support strategy, project, and launch planning as well as ongoing operational issues. You’ll help craft and execute strategies to drive our customers’ adoption and use of AWS services.
Key job responsibilities
As a leader you will:
A day in the life
Our TAM’s are trusted advisors who help some of the most iconic businesses in the world, ensuring their long term success with our services. These range from rising startups building their business from scratch through to large enterprises going through significant transformation. The team provides advice on architecture, support strategy, project, and launch planning as well as ongoing operational issues. You’ll help craft and execute strategies to drive our customers’ adoption and use of AWS services.
Key job responsibilities
As a leader you will:
- Lead a team of Technical Account Managers (TAMs)/ Customer Success Managers to solve business problems
- Influence the strategic direction of your team and delivery to improve the customer experience
- Drive internal strategic communications
- Advocate for your customers and own their transformation journey.
- Manage customer sentiment and recovery during service events, including executive engagement
- Assist with problem escalation and support your team in resolving critical customer issues
- Understand operational excellence in the cloud and help your TAMs make recommendations to customers
- Mitigate risks and remove blockers for your team and customers
- Grow the team's capability through people development and recruitment
- “Think Big”, by creating mechanisms that allow us to scale while we continue to expand the team
A day in the life
- Manager team performance.
- Meet customers to understand their satisfaction with delivery.
- Join Sales teams to pitch Enterprise Support value
- Organise trainings to ensure TAMs are enabled
- Manage escalations by engaging with Customer executives
- Create mechanisms to improve operational excellence
- Create operational reports and write Monthly/quarterly business review documents
Basic Qualifications
- 5+ 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
- Bachelor's degree in Computer Science, Math, or a related field
- Experience working with enterprise software companies
Preferred Qualifications
- Experience driving projects to improve support-related processes and technical support
- Experience in technical account management, business relationship management, or consulting
- Experience with AWS services or other cloud offerings