What are the responsibilities and job description for the Enterprise Support Manager , Disney Enterprise Support position at Amazon?
DESCRIPTION
Job summary
Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team, you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in the Financial Services space and directly with the engineering teams within Amazon developing these new capabilities.
The AWS Support team is seeking an Enterprise Support Operations Manager that enjoys working with customers, hiring and developing teams, building innovative mechanisms and processes, managing teams across geographical boundaries, and who preferably, has a background from the Media & Entertainment industry. If you have experience leading teams responsible for building or managing full application stacks from the system (Linux or Windows) up through a custom application, managing part of a network from layer 3 and higher, or web-related programming that includes the consumption of web services, we’d like to talk with you!
You will be surrounded by people who are incredibly smart, passionate about cloud computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job while your team:
• Manages assigned Media & Entertainment accounts.
• Oversees support cases, and completes analysis and presents periodic reviews of operational performance to customer.
• Provides detailed reviews of service disruptions, performance metrics and detailed pre-launch customer onboarding planning.
• Completes analysis and presents periodic reviews of operational performance to customer.
• Makes recommendations on how new AWS offerings fit in the company architecture.
• Advocates for customer features and requirements within AWS (be their voice internally). Influences customer and org priorities.
• Participates in customer meetings (onsite or via phone)
• Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.
• Works directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible.
BASIC QUALIFICATIONS
- Analyze and present operational reviews to customer leadership
- 4 years managing technical teams
- 5 years of experience in direct customer engagement, with a focus on support to senior executives (Vice President and C-level)
- Must have a track record of effectively managing a technical team
PREFERRED QUALIFICATIONS
- Experience scaling an organization through growth or expansion
- Previous experience in technical account management, business relationship management or consulting
- Previous experience managing a budget or P&L
- 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
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