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Enterprise Support Manager, Shanghai
2 weeks ago
The right person will have a track record of leading highly technical, analytical, and service delivery professionals.
- Have strong experience in improving capability and efficiency of technical teams.
- Previous customer facing experience with strong executive presence.
- Strong customer focus and bias for action; and ability to work with remote teams.
- Technical degree required; Computer Science or Math background highly desired; working knowledge of software development practices and technologies highly desired
AMAZON has built a reputation for excellence with most recent examples being named #5 most admired company in the US, #2 most innovative, and # 1 in Customer Service. Amazon’s technology business is carrying on that tradition while leading the world in Cloud technologies.
- Lead a team that fields and resolves support inquiries from Enterprise customers; engaging the worldwide support engineering team as required
- Manage team and individual performance, providing regular reviews and guidance to the team.
- Ensure TAM's are providing detailed reviews of service disruptions, metrics, detailed prelaunch planning
- Champion and advocate for customer requirements within AWS (be their voice)
- Work with some of the leading technologists around the world
- Work directly with Amazon Web Service engineers and AWS service teams to ensure that customer issues are resolved as expediently as possible
- Available outside of business hours to manage urgent issues
- Experience with AWS service offerings.
- Experience working directly with Enterprise customers.
- Demonstrated technical expertise in areas such as - Ability to manage multiple tasks and projects in a fast-moving environment.
- Experience working within the software development or Internet industries is highly desired
- 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, disability, age, or other legally protected status. For individuals with disabilities who would like to request an interpreter or any support on-site, please inform our team. #AWSGCR_
