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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 across a diverse range of customers, from small and mid-market accounts to large enterprise clients, including those in the public sector.

Role Summary: The AWS Marketplace is in search of a Technical Services Manager to become a vital part of our dynamic Vendor Finance Success Team (VFS). This position is pivotal in managing the revenue recognition processes for the Marketplace Private Offers program.

Key Responsibilities:

  • Enhance the Partner experience by providing exceptional support, surpassing SLA expectations, and driving key support metrics.
  • Foster and strengthen collaborative relationships with Partners, service providers, engineering teams, and support personnel.
  • Conduct quality control functions to ensure high-quality outputs and contribute to the development of new processes.
  • Collaborate with internal stakeholders to maintain effective operations, including Leadership, Finance, Legal, Sales, Business Intelligence, Product, and Engineering.
  • Manage inquiries related to internal and external Accounts Receivable and investigate invoice discrepancies.
  • Create, maintain, and disseminate program-related content and materials.
  • Develop and implement standard operating procedures and process workflows.
  • Engage deeply with technical details, diagnose and replicate issues with Amazon technology products, guide customers, and share best practices.
  • Oversee Partner and customer escalation and support processes.
  • Audit work for potential defects arising from product/feature launches and process enhancements.
  • Facilitate onboarding support and training for new VFS Tech Services team members.

Collaboration: Work closely with internal stakeholders across the organization to build scalable processes and automate existing operations.

Company Culture: At AWS, we prioritize work-life harmony, ensuring that success at work does not come at the expense of personal sacrifices. We believe that when employees feel supported both in the workplace and at home, they can achieve remarkable outcomes in the cloud.

Diversity and Inclusion: Amazon values diverse experiences and encourages candidates from all backgrounds to apply, regardless of whether they meet all preferred qualifications. We celebrate our differences and foster a culture of inclusion through employee-led affinity groups and ongoing learning experiences.

Career Development: We are committed to continuous improvement and provide resources for knowledge-sharing, mentorship, and career advancement to help you grow as a 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.
  • Proven ability to communicate effectively and present to senior leadership across various departments.
  • Experience with Excel and 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.

Equal Opportunity Employer: Amazon is committed to creating a diverse and inclusive workplace and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.