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AWS Marketplace Technical Services Lead

2 months ago

Austin, Texas, United States AmazonWebServices Full time

Overview: The AWS Sales, Marketing, and Global Services (SMGS) division is dedicated to enhancing revenue, adoption, 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: We are seeking a Technical Services Manager to oversee our dynamic Vendor Finance Success Team (VFS) within the AWS Marketplace. The AWS Marketplace serves as a digital storefront, enabling customers to discover, purchase, and instantly utilize software and services operating on the AWS Cloud.

Key Responsibilities:

  • Own and manage the revenue recognition processes for the Marketplace Private Offers program.
  • Combine operational efficiency, program management, and technical expertise to develop scalable programs and processes.
  • Drive enhancements to operations that deliver value, minimize waste, 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 expand existing programs that provide significant value.

Qualifications: The ideal candidate will possess exceptional communication skills, a keen ability to grasp complex concepts quickly, and a talent for problem-solving with innovative solutions. Attention to detail, a results-oriented mindset in ambiguous situations, and a strong sense of ownership are essential. The candidate should also be adept at cross-departmental communication and driven to enhance existing processes.

Daily Responsibilities:

  • Continuously improve the Partner experience by delivering exceptional support and surpassing SLA expectations.
  • Foster and strengthen collaborative relationships with Partners, service providers, engineering teams, and support personnel.
  • Conduct quality control checks to ensure high-quality output and contribute to the development of new processes.
  • Collaborate with internal stakeholders to maintain effective operations across various departments, including Leadership, Finance, Legal, Sales, Business Intelligence, Product, and Engineering.
  • Manage Accounts Receivable inquiries and investigate invoice discrepancies.
  • Create and maintain program-related content and documentation.
  • Develop and implement standard operating procedures and process workflows.
  • Dive into technical details, troubleshoot issues with Amazon technology products, guide customers, and share best practices.
  • Handle Partner and customer escalation and support processes.
  • Audit work for potential defects arising from product launches and process enhancements.
  • Facilitate onboarding support and training for new VFS Tech Services team members.

Company Culture: At AWS, we value diverse experiences and encourage candidates from all backgrounds to apply, even if they do not meet all preferred qualifications. We promote work-life harmony, ensuring that success at work does not come at the expense of personal life. Our inclusive team culture fosters curiosity and learning, supported by employee-led affinity groups.

Career Development: We are committed to continuous improvement and mentorship, providing resources for professional growth and development.

Basic Qualifications:

  • Bachelor's degree or equivalent work experience.
  • 3+ years of program operations experience, ideally in sales operations or business development within a technical organization.
  • 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 and initiatives.
  • Collaboration with Product Management and Engineering teams to deliver new technical features.
  • Familiarity with Lean/Six Sigma methodology and advanced Excel functions.

Amazon is dedicated to fostering a diverse and inclusive workplace.