AWS Marketplace Technical Services Lead

2 weeks ago

Austin, Texas, United States AmazonWebServices Full time

Overview: The AWS Sales, Marketing, and Global Services (SMGS) division is dedicated to driving revenue and growth for a diverse range of clients, from small and mid-market accounts to large enterprise customers, including those in the public sector.

Role Summary: The AWS Marketplace is seeking a Technical Services Manager to be a vital part of our dynamic Vendor Finance Success Team (VFS). This position is essential in enhancing our online store, which enables customers to discover, purchase, and utilize software and services on the AWS Cloud.

Key Responsibilities:

  • Oversee and implement revenue recognition processes for the Marketplace Private Offers program.
  • Combine operational management, program oversight, and technical expertise to develop scalable programs and processes.
  • Drive operational enhancements to maximize value, reduce inefficiencies, and elevate the customer experience.
  • Engage with external clients to address escalated issues and collaborate with internal teams to refine revenue recognition initiatives.
  • Work closely with technical teams to introduce new features for AWS customers and enhance existing programs.

Ideal Candidate Profile: The successful candidate will be a strong communicator with the ability to quickly grasp new concepts and apply them to solve problems creatively. Attention to detail, a results-oriented mindset in ambiguous situations, and a collaborative spirit are essential.

Core Responsibilities Include:

  • Enhancing Partner experiences by delivering exceptional support and exceeding service level agreements.
  • Building and nurturing collaborative relationships with Partners, service providers, engineering teams, and support personnel.
  • Conducting quality control to ensure high-quality outputs and contributing to the development of new processes.
  • Collaborating with various internal stakeholders to maintain effective operations across departments.
  • Managing inquiries related to Accounts Receivable and investigating invoice discrepancies.
  • Creating and maintaining program-related documentation and materials.
  • Establishing and implementing standard operating procedures and process workflows.
  • Diving into technical details to diagnose issues with Amazon technology products and guiding customers with best practices.
  • Facilitating onboarding support and training for new team members.

Work Environment: At AWS, we prioritize work-life balance, ensuring that success at work does not compromise personal well-being. Our culture promotes flexibility and support, enabling us to achieve great things together.

Diversity and Inclusion: Amazon values diverse experiences and encourages candidates from all backgrounds to apply, regardless of whether they meet all preferred qualifications.

Career Development: We are committed to continuous improvement and offer resources for mentorship and knowledge-sharing to help you grow as a professional.

Basic Qualifications:

  • Bachelor's degree or equivalent experience.
  • 3+ years of experience in program operations, preferably in sales operations or business development within a technical setting.
  • Proven ability to communicate effectively with senior leadership across multiple departments.
  • Experience with Excel and internal ticketing systems.

Preferred Qualifications:

  • 3+ years in a customer-facing support role.
  • Experience in scaling and developing startup programs.
  • Collaboration with Product Management and Engineering teams to deliver new technical features.
  • Familiarity with Lean/Six Sigma methodologies and advanced Excel functions.

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