Manager, Customer Enablement ID-5374
Description
Do you want to be part of a team that’s helping grow Amazon Web Services by supporting the World Wide Public Sector and Regulated Industries Organization? As the Manager of Customer Enablement’s Asia Pacific and Japan (APJ) team, you will manage a growing team of advanced specialists that provide support to a specialized group of AWS customers in APJ. Your responsibilities will focus on managing the Customer Enablement team to provide customers a white glove experience assisting with Account Architecture and On Boarding, Billing and Account Event Management, Cost Optimization, Contracts and Enterprise Agreements, Customized reports for internal and external requests as well as Knowledge Base Creation and Maintenance. You will also focus on simplifying complex processes, defining and measuring Customer Enablement performance against specific key performance indicators, evangelizing the program within AWS Public Sector and working with the larger global Customer Enablement community on specific initiatives.
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Role & Responsibilities
Manage day-to-day activities of the Customer Enablement team with members located in Sydney, Singapore, and India. Provide appropriate support, feedback and coaching to members of the team with respect to on-going performance, training, improvement of skills and career development Interface with billing, accounts receivables, business development, customer service, legal, and customers. Work with AWS account managers to directly support customers with their purchasing, capacity and billing needs. Work across multiple corporate teams to create custom solutions that support the business needs of Worldwide Public Sector and Regulated Industries. Draft monthly business reviews to AWS leadership to surface key insights from the field and advocate for the needs of our customers. Drive team collaboration to surface best practices and promote continued learning. Participate in global AWS Customer Enablement initiatives.
Basic Qualifications
5-7 years of technology related sales support and/or business development
3+ years managing high performing teams
Proficiency in Microsoft Office Productivity Tools especially word and excel
BA/BS degree required. MBA helpful.
3-5 years experience with Microsoft Office Productivity Tools, specifically Excel, PowerPoint, Word
Strong verbal and written communication skills with high level of comfort working with diverse set of customers
Experience taking ownership and driving resolution on escalated customer issues
Ability to travel 4-5 times per year both internationally and domestically
Preferred Qualifications
A technical support background, preferably in engineering, or computer science
Previous experience monitoring and managing workloads of a team
Experience defining operational metrics and performance measures for a team
Experience representing a team as a stakeholder in the operations of other service teams
Excellent organizational and time-management skills
