DESCRIPTION
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
Would you like to join the operations organization for 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? Enterprise Support (ES) Strategy and Operations (ES S&O) is hiring!
The Customer Lifecycle Team within Enterprise Support Strategy and Operations (ES S&O) is looking for a smart, enthusiastic, and creative thought leader with a strong background in sales strategy & operations and supporting field organizations. The Customer Lifecycle Team's mission is to enable and maximize the field and Enterprise Support's overall success through mechanisms that enable growth, future scale, and seamless operational delivery along the customer journey from opportunity through offboarding. We are innovators who think big picture and operate in the details to build for the future of Enterprise Support.
This individual contributor leader on the team will be responsible for owning, building, and improving mechanisms along the customer journey to make AWS Support adoption frictionless. While ownership assignments can change over time, the individual will start with being the 'product owner' for Churn Management Mechanisms and the Customer Transfer Process and will lead other Customer Lifecycle strategic initiatives as prioritized in quarterly planning. You will be responsible for ensuring that Enterprise Support meets its business objectives and goals, while tirelessly championing the needs of our customers focused on growth and operational excellence.
We are looking for a senior leader who can leverage their depth of strategy and operations experience to enable Enterprise Support to maximize its growth outcomes. For example, to enable the business to ensure maximum retention, in the immediate term this individual will be tasked to develop a Churn Risk Detection Mechanism and Customer Attrition Prevention Mechanism.
The successful individual will have the ability to think strategically, act tactically, write effectively, and display strong analytical and critical thinking skills. The candidate must also be able to build strong cross-functional working relationships, and demonstrate exceptional influencing capabilities, organizational skills, and attention to detail. This is a hands-on position - the ideal candidate must be willing to 'roll up the sleeves', dive deep, and solve important business problems.
Key job responsibilities
As a Sr. Customer Lifecycle Lead, your role is critical and highly visible across the organization. Your key responsibilities include, but are not limited to: