What are the responsibilities and job description for the Head of Support Marketing, Premium Support and Managed Services Products position at Amazon.com Services Inc.?
We are looking for an exceptional leader to help driving worldwide customer acquisition and retention on AWS Support and Managed Services tiers using technology. This person will build and manage the next iteration of customer lifecycle engagement program(s) that span marketing and product improvements, with the objective of increasing customer acquisition, retention, and usage. This role will be responsible for improving our AWS Support business by developing engagement strategies and delivering marketing initiatives at scale that will enable customers to discover, engage and adopt AWS Support and accelerate our growth. This role will develop a deep understanding of our customers by lifecycle stage and scale our library of insights across products and marketing channels.
The ideal candidate will have experience in B2B lifecycle marketing, across offline and digital marketing, with B2C marketing experience a plus. In this role, you will lead teams to develop marketing strategies and campaigns across O&O, Paid media, and offline ATL channels to drive awareness as well as successfully scale acquisition and retention programs for digital subscription products and/or Enterprise tech. The right leader will be able to work cooperatively cross functionally in a matrixed organization with internal stakeholders including AWS Support product, Business Development, AWS Marketing and Operations teams. This person must have strong written and verbal communications skills, the ability to influence others, a passion for product and marketing, and strong cross-functional leadership.
Key job responsibilities
* Defining strategies, programs and technical features to drive acquisition, retention and engagement goals, and working cross-functionally to deliver them. Build the next iteration of customer sign-up process, click through tracking to understand customer browsing experience and behavior, drive AWS brand awareness, and product/feature discovery.
* Build, drive, and own Premium Support and Managed Services Product messaging and customer facing collaterals.
* Obsessing over customers and how they engage with AWS Support, using both quantitative and qualitative analysis to understand customer behavior and develop actionable product or marketing strategies based on those insights.
* Developing and owning key performance metrics around customer acquisition, retention, and engagement on behalf of the business.
* Presenting to senior leadership regularly on key business metrics, and progress to goals.
* Monitoring and analyzing campaign results across all marketing channels to understand the effectiveness of strategies and tactics for improving key engagement and retention metrics.
* Devising, launching, testing, and optimizing campaigns across the customer lifecycle and within multiple marketing channels including email, push notifications, and in-app messages.
* Manage product life cycle from strategic planning to execution including phasing of product development
* Building a high performing team of technology marketers.
* Own revenue goals for select Premium Support tiers.
* Bring long-term thinking, customer obsession and balance conflicting interests, to converge on outcomes that earn trust and customer loyalty.
About the team
The AWS Premium Support product team's objective is to attract and acquire new AWS customers globally at scale through digital campaigns and easy to navigate experiences. Team will be responsible for creating, implementing, and scaling customer acquisition programs. Our objective is to acquire new AWS signups/customers via O&O (Owned and Operated) media through the signup funnel and Free Tier experiences and paid media. We strive to served well-timed and appropriate messages to our prospects and make the evaluation of our platform and account creation process as simple as possible.
Bachelor's degree (or equivalent work experience) required in Business, Computer Science, or related field
5 yrs. engineering, product management, or relevant experience.
3 yrs. of experience with IT infrastructure, software technologies and agile development
3 yrs. of experience owning Product/Program Strategies and Roadmaps
8 years of marketing experience in subscription and/or enterprise tech products
5 years of direct management experience.
A demonstrated portfolio of marketing campaigns with demonstrated success growing customer acquisition and retention.
Experience working successfully in matrixed organizations
Experience driving customer inputs into product, feature and function priorities, successfully demonstrating a customer POV to inform product marketing and product development roadmaps. Experience building, scaling and validating profitable CPA campaigns; demonstrated experience managing the customer lifecycle and reducing churn.
Be a creative marketing leader with a track record of using Brand, O&O, digital and social channels to drive brand awareness and customer engagement.
Strong analytic and quantitative skills - ability to use data to develop, validate and measure marketing programs.
Thinks strategically, but stays on top of tactical execution and performance.
Ability to manage multiple competing priorities simultaneously and drive projects to completion. Excellent oral and written communication skills and an ability to influence others.
Bachelor's degree in Marketing or Management fields; MBA preferred.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $154,900/year in our lowest geographic market up to $288,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.
The ideal candidate will have experience in B2B lifecycle marketing, across offline and digital marketing, with B2C marketing experience a plus. In this role, you will lead teams to develop marketing strategies and campaigns across O&O, Paid media, and offline ATL channels to drive awareness as well as successfully scale acquisition and retention programs for digital subscription products and/or Enterprise tech. The right leader will be able to work cooperatively cross functionally in a matrixed organization with internal stakeholders including AWS Support product, Business Development, AWS Marketing and Operations teams. This person must have strong written and verbal communications skills, the ability to influence others, a passion for product and marketing, and strong cross-functional leadership.
Key job responsibilities
* Defining strategies, programs and technical features to drive acquisition, retention and engagement goals, and working cross-functionally to deliver them. Build the next iteration of customer sign-up process, click through tracking to understand customer browsing experience and behavior, drive AWS brand awareness, and product/feature discovery.
* Build, drive, and own Premium Support and Managed Services Product messaging and customer facing collaterals.
* Obsessing over customers and how they engage with AWS Support, using both quantitative and qualitative analysis to understand customer behavior and develop actionable product or marketing strategies based on those insights.
* Developing and owning key performance metrics around customer acquisition, retention, and engagement on behalf of the business.
* Presenting to senior leadership regularly on key business metrics, and progress to goals.
* Monitoring and analyzing campaign results across all marketing channels to understand the effectiveness of strategies and tactics for improving key engagement and retention metrics.
* Devising, launching, testing, and optimizing campaigns across the customer lifecycle and within multiple marketing channels including email, push notifications, and in-app messages.
* Manage product life cycle from strategic planning to execution including phasing of product development
* Building a high performing team of technology marketers.
* Own revenue goals for select Premium Support tiers.
* Bring long-term thinking, customer obsession and balance conflicting interests, to converge on outcomes that earn trust and customer loyalty.
About the team
The AWS Premium Support product team's objective is to attract and acquire new AWS customers globally at scale through digital campaigns and easy to navigate experiences. Team will be responsible for creating, implementing, and scaling customer acquisition programs. Our objective is to acquire new AWS signups/customers via O&O (Owned and Operated) media through the signup funnel and Free Tier experiences and paid media. We strive to served well-timed and appropriate messages to our prospects and make the evaluation of our platform and account creation process as simple as possible.
Bachelor's degree (or equivalent work experience) required in Business, Computer Science, or related field
5 yrs. engineering, product management, or relevant experience.
3 yrs. of experience with IT infrastructure, software technologies and agile development
3 yrs. of experience owning Product/Program Strategies and Roadmaps
8 years of marketing experience in subscription and/or enterprise tech products
5 years of direct management experience.
A demonstrated portfolio of marketing campaigns with demonstrated success growing customer acquisition and retention.
Experience working successfully in matrixed organizations
Experience driving customer inputs into product, feature and function priorities, successfully demonstrating a customer POV to inform product marketing and product development roadmaps. Experience building, scaling and validating profitable CPA campaigns; demonstrated experience managing the customer lifecycle and reducing churn.
Be a creative marketing leader with a track record of using Brand, O&O, digital and social channels to drive brand awareness and customer engagement.
Strong analytic and quantitative skills - ability to use data to develop, validate and measure marketing programs.
Thinks strategically, but stays on top of tactical execution and performance.
Ability to manage multiple competing priorities simultaneously and drive projects to completion. Excellent oral and written communication skills and an ability to influence others.
Bachelor's degree in Marketing or Management fields; MBA preferred.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $154,900/year in our lowest geographic market up to $288,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.
Salary : $154,900 - $288,200
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