Enterprise Support Manager, Enterprise Support LATAM
Would you like to join to one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS? At AWS Enterprise Support we’re looking for an Enterprise Support Manager that enjoys solving problems, working with customers, and who has a background from a variety of different fields.
Key job responsibilities
The Enterprise Support Manager is in charge of Technical Account Managers working on technical support solutions for external business customers. Your team works with existing customers and maintains those relationships. As the manager, you are accountable for the customer technical support experience, case escalations, customer platform resilience, and operational quality.
A day in the life
Key job responsibilities
The Enterprise Support Manager is in charge of Technical Account Managers working on technical support solutions for external business customers. Your team works with existing customers and maintains those relationships. As the manager, you are accountable for the customer technical support experience, case escalations, customer platform resilience, and operational quality.
A day in the life
- Manage assigned Enterprise accounts and oversee support cases
- Engaging with key customers your team owns and understand the issues they face.
- Advocate for customer features and requirements within AWS (be their voice internally)
- Participates in customers meetings (onsite or via phone)
- Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
- Partner with customers, stakeholders, engineers, and other teams to determine which support activities move forward and in what priority order.
- You define metrics to measure team progress, customer experience, solution quality, and operational excellence.
- Foster a diverse and inclusive working environment.
Basic Qualifications
- Experience in Business English skills, both verbal and written
- Bachelor's or Master's degree in information science, information technology, data science, computer science, engineering, mathematics, physics, or a related field or equivalent experience
- 8+ years of experience in technical support, cloud computing, or IT operations
- 7+ years of people management experience, including managing managers or technical team leads
- Experience managing enterprise-level customer relationships in a technical support environment
- Ability to think strategically, balancing short-term execution with long-term organizational goals
Preferred Qualifications
- Experience in systems administration, network engineering, or software development engineering
- Experience driving projects to improve support-related processes and technical support
- Experience engaging and influencing C-level executives, both business and technical
- External enterprise customer-facing experience as a technical lead, presenting to both large and small audiences
- Strong written communication skills