Senior Technical Account Manager, Enterprise Support

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Senior Technical Account Manager, Enterprise Support

Sector: Sales and Business Development
Role: Senior Executive
Contract Type: Permanent
Hours: Full Time

DESCRIPTION

Do you love to work with customers and help them solve challenges using technology? Would you like to join one of the fastest-growing organizations within Amazon Web Services (AWS)?

AWS Enterprise Support team is seeking a Senior Technical Account Manager (Senior TAM) to join our Enterprise Support team in Singapore. TAMs are advocates for their customers and work closely with them to provide support and advice on how they can leverage the most value from AWS. You will work with some of the best and brightest, while developing your skills and furthering your career within one of the most innovative and progressive technology companies.

In this role, you will:

1. Partner with some of the most exciting businesses in Singapore, ranging from rising startups to large enterprises undergoing significant transformation.
2. Build customer support strategies that help customers leverage value from AWS and actively work to reduce their AWS bills.
3. Own your customer's end-to-end support experience, working with product teams and local leadership to unblock challenges.
4. Become an expert on AWS and deepen your skills in cloud computing.
5. Work autonomously and passionately to create positive customer outcomes.

Key job responsibilities

1. Act as a single point of contact to AWS customers who have purchased Enterprise support.
2. Make recommendations on how AWS offerings fit in the company strategy and architecture.
3. Complete analysis and present periodic reviews of operational performance to customers.
4. Provide detailed reviews of service disruptions, metrics, and detailed prelaunch planning.
5. Champion and advocate for customer requirements within AWS (e.g., feature requests).
6. Participate in weekly and monthly customer meetings (onsite or via phone).
7. Use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.
8. Work with leading technologists around the world.
9. Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible.

ABOUT THE TEAM
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 empowers us to be proud of our differences. Ongoing events and learning experiences 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.

BASIC QUALIFICATIONS

1. 10+ years of technical engineering experience.
2. 10+ years of hands-on infrastructure, troubleshooting, systems administration, networking, DevOps, or applications development experience.
3. Knowledge of cloud-based architecture, cloud services, and experience in customer-facing roles.
4. Experience in at least four of the following technical domains: Compute, Storage, Networking, CDN, Databases, DevOps, Big Data and Analytics, Security, Applications Development.
5. 5+ years of experience in similar roles such as a Senior Technical Consultant, Solutions Architect, IT Manager/Engineer, or other similar technical roles.

PREFERRED QUALIFICATIONS

1. Experience in a 24x7 operational services or support environment.
2. Experience in internal enterprise or external customer-facing environment as a technical lead.

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 this link for more information.