Senior Enterprise Support Manager, Strategic Industries - Global Financial Services

- Experience hiring, developing, and managing high-performing technical teams
- Experience creating and improving processes
- Experience driving projects to improve support-related processes and technical support
- 7+ year experience in leading/managing Technical teams - Experience scaling an organization through rapid growth or expansion
- Experience in a similar role such as technical account manager, consultant, solutions architect, platform engineer, systems engineer, cloud architect, or service delivery manager
- Experience communicating across technical and non-technical audiences and at C-level, including training, workshops, publications
- Experience effectively communicating complex concepts through written and verbal communication
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience developing customer relationships and influencing key decision-makers
- Experience in strategic planning

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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 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 one 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, 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 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. 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.

Key job responsibilities
• Every day will bring new and exciting challenges on the job while you:
• Champion and advocate for Enterprise 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 Help Enterprise customers define IT and business processes that work well with cloud deployments Engage with Director and C-Level executives to translate business needs into technical and operational plans Work with AWS executive leadership to influence the product roadmap Provide detailed reviews of service disruptions metrics 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.