Manager, Enterprise Support, Department of Defense

Are you passionate about architecting cloud solutions and driving customer success at scale? The AWS Support team is looking for a Enterprise Support Manager who partners with customer leadership and executives to craft highly scalable, flexible, and resilient cloud architectures that address customer business problems and accelerate the adoption of AWS services. In collaboration with AWS sales and several other AWS teams, you will define vertical strategies and lead teams to deliver exceptional technical outcomes. You should also have a demonstrated ability to think strategically about business, products, and technical challenges.

You'll join a team of incredibly smart professionals who are passionate about cloud computing and believe world-class support is essential to customer success. In this role, you'll shepherd Enterprise Support customers through their cloud journey by driving adoption of AWS services, delivering scalable solutions across verticals, and ensuring your Technical Account Managers enable customers to achieve their most critical business outcomes. This position requires that the candidate selected be a US Citizen and currently possess and maintain an active Top Secret security clearance.

Key job responsibilities
- Lead and develop a team of Technical Account Managers to mitigate customer risks, improve architectural resiliency, and accelerate cloud migration and modernization initiatives
- Manage the Enterprise Support experience for assigned customers, conducting periodic reviews of their architectural and operational performance on AWS and presenting actionable insights
- Build deep relationships with customers to become a trusted advisor for their most critical workloads that support their digital transformation and journey to the cloud.
- Drive the creation and implementation of scalable solutions that incorporate AWS offerings into customer architectures across your vertical
- Develop and execute customer engagement strategies that accelerate adoption of AWS services while tracking interactions, analyzing feedback, and improving satisfaction and loyalty

A day in the life
Every day brings new and exciting challenges as you guide your team in managing Enterprise Support customer experiences on AWS. You'll analyze and present architectural reviews, drive solution creation that incorporates AWS offerings, and advocate for customer needs within AWS. You'll partner with customer executives in solution building, provide feedback into the AWS Support product portfolio, and lead your Technical Account Managers to help customers migrate, modernize, and operate as efficiently as possible.

About the team
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t do.

Basic Qualifications

- Associate's degree or above, or CASP+ (CompTIA Advanced Security Practitioner) or CCSP (Certified Cloud Security Professional) or Cloud+ or CSSLP (Certified Secure Software Lifecycle Professional)

Preferred Qualifications

- Experience implementing cloud services including migrations and modernization projects or equivalent
- Experience developing and managing a high-performing team
- Experience in professional or military IT-related roles
- AWS Solutions Architect Certification
- Experience developing technology solutions and evangelising end-to-end technology roadmaps that guide IT transformations toward cloud computing

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.