AWS Enterprise Account Specialist

2 months ago


Herndon, Virginia, United States Amazon Web Services, Inc. Full time
About the Role

We are seeking a highly skilled and experienced AWS Enterprise Account Specialist to join our team. As a key member of our customer-facing technology team, you will be responsible for providing exceptional support to our US Government and enterprise customers.

Key Responsibilities
  • Be the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
  • Work with Enterprise customers to understand how they use AWS account and billing services, and provide valuable feedback
  • Perform deep dive analysis on USG / Enterprise customer accounts and billing statements
  • Educate customers on reporting options, alerts, and budgets
  • Provide prompt, efficient, detailed, customer-oriented service to Enterprise customers
  • Work with customer support peers around the globe to ensure a consistent and high-quality level of support
  • Drive projects that improve customer interactions with AWS account and billing information
  • Act as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
  • Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience
  • Assist with Enterprise customer communication during AWS critical launches and support events
  • Assume responsibility for developing detailed knowledge about AWS specific product and features
  • Work with AWS teams to drive resolution of issues for customers
  • Ensure internal knowledge reference pages are updated
Requirements
  • Associate Degree or A+ or Network+ or Security+
  • 1+ year experience in Customer Service and/or Account Management working with high-profile customers
  • 1+ year of advanced Excel (pivot tables, vlookup, and other formulas)
  • Current, active US Government Security Clearance of TS/SCI with Polygraph
About Us

At Amazon Web Services, we are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences.

We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives. Our team puts a high value on work-life balance and is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship.



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