Sr. Customer Lifecycle Lead, AWS Enterprise Support Strategy & Operations

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 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". As a team we own Field Business Development Operations, Customer Onboarding Mechanisms (contracting, customer provisioning in the systems, TAM Assignment, etc), the Customer Transfer Process, and Churn Management mechanisms. This individual contributor leader on the team will be responsible to own, build, and improve mechanisms along the customer journey to make AWS Support adoption frictionless. While ownership assignments can change overtime, the individual will start with being the 'product owner' for Churn Management Mechanisms and the Customer Transfer Process and will own and lead other Customer Lifecycle strategic initiatives as prioritized in quarterly planning. On this team you will be responsible for ensuring that Enterprise Support meets it 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., 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:

• Act as the internal "product" owner for one or more Customer Lifecycle mechanisms
• Own and drive delivery against a continuous improvement roadmap for your mechanisms/focus areas, working backward from customer problems, opportunities, and feedback.
• Define, land, and lead strategic initiatives focused on enabling business growth and operational excellence
• Partner cross-functionally to build on behalf of Enterprise Support
• Influence and drive change with executive and senior leadership
• Drive process improvement and change management - lead and deliver training as needed
• Conduct reporting and analysis as needed to support ongoing operations of mechanisms or to support business cases related to your products
• Ensure consistent and efficient execution of all functions by working closely with internal business partners and stakeholders to drive adoption and implementation of global standards, processes, and programs.
• Define the key sales support systems/processes required to meet the rapid growth of the business and achieve revenue attainment and market development objectives.
• Lead and/or participate in quarterly and annual planning activities for the Customer Lifecycle Team and/or stakeholders
  
  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., Bachelor's degree or equivalent
- Experience using Microsoft Excel to manipulate and analyze data - Experience developing and implementing systems/tools utilized for CRM, variable compensation, revenue reporting, forecasting, Salesforce automation, etc. - Experience defining, refining and implementing sales processes, procedures and policies or equivalentPREFERRED QUALIFICATIONS - Experience using Salesforce (or other CRM tool) or BI tools - Experience presenting to senior leadership

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