ESM (M-GTSS-ANZ), Global TAM Shared Services

4 weeks ago

North Sydney, Australia Amazon Web Services Australia Pty Ltd - D81 Full time
As an increasing number of customers move their critical systems to the cloud, we are in need of high-powered technical leaders to help AWS customers navigate the operational challenges of cloud computing.

As Enterprise Support Manager, you will lead a team of Technical Account Managers who are the primary operational point of contact for your Enterprise On-Ramp (EOP) customers, and as well as support designated ES TAMs through a shared TAM delivery model. You will leverage your broad experience to work closely with sales leadership to plan and ensure successful launch and operations of AWS’s EOP customers 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.

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 our EOP customers as well as lead automation initiative to bring efficiency into delivery mechanisms. You must possess operations 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 have 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.

Key job responsibilities
Every day will bring new and exciting challenges on the job while you:
- Champion and advocate for Enterprise On-Ramp 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
- Engage with Director and C-Level executives to translate business needs into technical and operational plans
- Work with AWS executive leadership to influence GTSS product roadmap
- Building new standardized mechanisms, processes, and tools that scale.
- Expanding support capabilities for the organization, focusing on efficiency and automation.
- Partnering with stakeholders across geographies to consolidate similar shared models and support processes.
- Build stakeholder connect and present operational updates to customer leadership
- Hiring and Developing the right talent

This role requires an estimated 25% travel

A day in the life
Diverse Experiences
AWS 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.

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 & 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.

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.

We are open to hiring candidates to work out of one of the following locations:

Sydney, NSW, AUS

BASIC QUALIFICATIONS

- 3+ years managing technical teams
- 5+ years of experience in external customer engagement, with a focus on support to senior executives (Vice President and C-level)
- Track record of effectively managing technical teams

PREFERRED QUALIFICATIONS

- Experience in scaling an organization through rapid growth or expansion
- Previous experience in technical account management, business relationship management or consulting
- Experience in operations/support/Project delivery.
- 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
- Record of driving projects to improve support-related processes and the technical support experience
- Experience with AWS service offerings

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

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