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AWS Marketplace Technical Services Lead
2 months ago
About the Role
AWS Sales, Marketing, and Global Services (SMGS) is tasked with driving revenue, adoption, and growth from a diverse range of clients, from small and mid-market accounts to large enterprise customers, including those in the public sector.
The Amazon Web Services (AWS) Marketplace is seeking a Technical Services Manager to become a vital part of our dynamic Vendor Finance Success Team (VFS).
The AWS Marketplace serves as an online platform designed to assist customers in discovering, purchasing, and utilizing software and services that operate on the AWS Cloud.
This position presents an exciting opportunity to contribute to our mission of leveraging Amazon's e-commerce expertise to revolutionize the way software is found, bought, and deployed by AWS clients.
Key Responsibilities
- Oversee and implement revenue recognition processes for the Marketplace Private Offers program.
- Integrate operations, program management, and technical expertise to develop scalable programs and processes.
- Drive operational enhancements to increase value, reduce waste, and elevate the customer experience.
- Engage with external clients to address escalated concerns and collaborate with internal stakeholders to refine revenue recognition initiatives.
- Work alongside technical teams to introduce new features for AWS customers and enhance existing programs that provide significant value.
Qualifications
The ideal candidate will possess:
- Exceptional communication skills with the ability to quickly grasp concepts and apply them to problem-solving.
- A keen attention to detail and the capability to deliver results in a fluid environment.
- A strong sense of ownership and the ability to communicate effectively across various departments.
- A proactive approach to improving current processes.
Daily Responsibilities
- Continuously enhance the Partner experience by providing outstanding support and exceeding service level expectations.
- Establish and nurture collaborative relationships with Partners, service providers, engineering teams, and support personnel.
- Conduct quality control to ensure high-quality outputs and contribute to the development of new processes.
- Collaborate with internal teams, including Leadership, Finance, Legal, Sales, Business Intelligence, Product, and Engineering, to maintain effective operations.
- Manage inquiries related to Accounts Receivable and investigate invoice discrepancies.
- Create and maintain program-related documentation and materials.
- 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 members of the VFS Tech Services team.
Why Choose AWS?
Amazon Web Services (AWS) is recognized as the most comprehensive and widely adopted cloud platform globally. We pioneered cloud computing and continue to innovate, which is why customers ranging from successful startups to Global 500 companies rely on our extensive suite of products and services to drive their businesses forward.
Diversity and Inclusion
Amazon values diverse experiences. We encourage candidates from all backgrounds to apply, even if they do not meet all preferred qualifications and skills outlined in the job description.
Work-Life Balance
We prioritize work-life harmony, ensuring that success at work does not come at the expense of personal sacrifices. Our culture promotes flexibility to support our employees both professionally and personally.
Inclusive Team Culture
At AWS, we foster a culture of curiosity and learning. Our employee-led affinity groups create an inclusive environment that celebrates our differences.
Career Growth
We are committed to continuous improvement and mentorship, providing resources to help you grow into a well-rounded professional.
Basic Qualifications
- Bachelor's degree or equivalent work experience.
- 3+ years of program operations experience, preferably in sales operations or business development within a technical organization.
- Experience in effectively communicating and presenting to senior leadership across multiple departments.
- Proficiency in Excel and familiarity with internal ticketing systems.
Preferred Qualifications
- 3+ years of experience 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.
- Technical writing experience.
Amazon is committed to fostering a diverse and inclusive workplace.
