Enterprise Support Manager

Job Description
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 most strategically important customers navigate the operational challenges of cloud computing. You will work with our top-tier 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 our largest customers in the Middle East and MENAT region. 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, 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 Enterprise Support Manager, you will lead a team of Technical Account Managers (TAM) who are the primary operational point of contact for your customer, helping to plan, review, and oversee ongoing operations of business-critical applications. 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. Additionally, 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 drive prioritization of business needs for our customers.

Key Responsibilities

• Championing and advocating for Enterprise customers within Amazon Web Services.
• Developing the team responsible for solving technical issues and working directly with AWS engineers to resolve customer issues expeditiously.
• Participating in architectural discussions to ensure solutions are designed for successful deployment in the cloud.
• Helping Enterprise customers define IT and business processes compatible with cloud deployments.
• Engaging with Director and C-Level executives to translate business needs into technical and operational plans.
• Working with AWS executive leadership to influence the product roadmap.
• Providing detailed reviews of service disruptions, metrics, and detailed pre-launch planning.

We value 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.

Basic Qualifications

• Ability to analyze and present operational reviews to customer leadership.
• Experience leading technical teams.
• Extensive experience in direct customer engagement, focusing on support to senior executives (Vice President and C-level).
• A track record of effectively leading technical teams.

Preferred Qualifications

• Experience scaling an organization through rapid growth or expansion.
• Previous experience in technical account management, business relationship management, or consulting.
• An adaptable communication style to fit diverse audiences with varying technical backgrounds.
• Proficiency in communicating complex ideas through written words or presentations.
• Excellent analytical skills with a focus on customer and quality drivers.
• A degree in a STEM field and/or an MBA is a plus.
• Experience with AWS service offerings is advantageous.

Company
Amazon Web Services EMEA Dubai FZ Branch

Job ID
A2734330