Senior Manager, Enterprise Support, Strategic Accounts, Strategic Industries (AWS)

Senior Manager, Enterprise Support, Strategic Accounts, Strategic Industries

Job ID: 10536993 | Amazon Web Services, Inc.

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.
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 strategically important customers navigate the operational challenges of cloud computing. You will work with our strategic Software and Technology 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 some 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, and 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 Sr. Enterprise Support Manager you will lead a team delivering AWS Support/Unified Operations (UOps) to Strategic customers. Your team of Technical Account Managers serve as the primary operational point of contact for your customers helping to plan, review, and oversee ongoing operations of business critical applications through application-specific reviews, proactive monitoring, custom runbooks, and rapid critical incident response. 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 elevate problems and to drive prioritization of business needs for our customers.

Key job responsibilities

• Every day will bring new and exciting challenges on the job while you:
• Champion and advocate for strategic customers within Amazon Web Services (be their voice)
• Develop and lead a team of Technical Account Managers responsible for solving technical issues and working directly with AWS engineers to ensure customer issues are resolved as expediently as possible
• Participate in deep architectural discussions to ensure solutions are designed for successful deployment and operational resilience in the cloud
• Help strategic customers define IT and business processes that work well with cloud deployments
• Engage with customer executives to translate business needs into technical and operational plans
• Work with AWS executive leadership to influence the product roadmap
• Drive proactive operational and security risk mitigation through application-specific reviews, custom runbooks, and rapid critical incident response
• Provide detailed reviews of service disruptions metrics and detailed pre-launch planning

About the team
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.
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.
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
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 and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
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
- 5+ years of management of technical, enterprise customer facing resources or equivalent experience
- 5+ years of direct customer engagement, with a focus on support to senior executives (Vice President and C-level) experience
- 7+ years of design/implementation/operations/consulting with distributed applications experience
- 7+ years of in design/implementation/operations/consulting with distributed applications experience

Preferred Qualifications

- Experience architecting, migrating, transforming or modernizing customer requirements to the cloud
- Experience hiring, developing, and managing high-performing technical teams
- Experience driving projects to improve support-related processes and technical support
- Experience with AWS services or other cloud offerings
- Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.
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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at .

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