Enterprise Support Manager • Lead

Who you are

You have a proven track record of leading teams, particularly in a technical support or customer success environment — your experience includes managing Technical Account Managers or similar roles, ensuring customer satisfaction and operational excellence. You understand the complexities of cloud services and can effectively communicate technical concepts to diverse audiences.

Your leadership style is collaborative and empowering — you thrive on developing your team's capabilities through mentorship and recruitment, fostering an environment where team members feel valued and motivated to excel. You are adept at influencing strategic decisions that enhance customer experiences and drive adoption of services.

You possess strong problem-solving skills and can navigate challenging situations with ease — whether it's managing customer sentiment during service events or assisting your team in resolving critical issues, you remain calm and focused. Your ability to advocate for customers ensures their transformation journeys are successful and aligned with their business goals.

You are data-driven and understand the importance of metrics in assessing team performance and customer satisfaction — you leverage insights to make informed decisions and continuously improve processes. Your strategic mindset allows you to think big and create scalable solutions that benefit both your team and customers.

Desirable

Experience with AWS services is a plus, as it enables you to provide informed recommendations to customers — familiarity with cloud architecture and operational best practices will enhance your effectiveness in this role.

What you'll do

As the Enterprise Support Manager, you will lead a team of Technical Account Managers, guiding them in solving complex business problems for a diverse range of customers — from startups to large enterprises, your team will be instrumental in ensuring long-term success with AWS services. You will influence the strategic direction of your team, focusing on improving customer experiences and driving adoption of AWS solutions.

You will manage internal strategic communications, ensuring that your team is aligned with organizational goals and customer needs — your role will involve advocating for customers, particularly during service events, where you will engage with executives to manage sentiment and recovery effectively.

Your responsibilities will include assisting with problem escalation and supporting your team in resolving critical customer issues — you will help your TAMs understand operational excellence in the cloud, enabling them to make informed recommendations to customers. You will also work on mitigating risks and removing blockers that hinder your team's and customers' progress.

In addition to managing day-to-day operations, you will focus on growing your team's capabilities through development and recruitment — your leadership will be key in creating mechanisms that allow for scaling as the team expands. You will play a vital role in shaping the future of customer support at Amazon, ensuring that businesses across the region gain maximum value from AWS services.

What we offer

At Amazon, we offer a dynamic work environment where innovation is at the forefront — you will have the opportunity to work with some of the most iconic businesses in the world, helping them navigate their transformation journeys. We provide competitive compensation and benefits, along with opportunities for professional growth and development.

Join us in making a significant impact on our customers' success — your leadership will directly contribute to enabling businesses to thrive in the cloud. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.