Enterprise Support Manager, ES - EMEA-ISV

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., 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

Ability to analyze and present operational reviews to customer leadership
Experience leading technical teams
Extensive experience in direct customer engagement, with a focus on support to senior executives (Vice President and C-level)
Have a track record of effectively leading technical teams, Experience scaling an organization through rapid growth or expansion
Previous experience in technical account management, business relationship management or consulting
An adaptable communication style that can fit diverse audiences (with varying technical backgrounds)
Proficient in communicating complex ideas, either with the written word or in presentations
Excellent analytical skills with a track record of achieving balance in innovative thinking with a strong customer and quality focus
A degree in an STEM field is a plus; an MBA is a big plus
Experience with AWS service offering

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.

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.

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 empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and 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., About the team
Diverse Experiences
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.

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.

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.

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 empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and 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.