Customer Health Manager, Enterprise Support

DESCRIPTION

Are you passionate about advocating for customers and helping them achieve the highest levels of resilience? Are you calm under pressure and able to juggle many moving parts? Are you able to use data insights to look around corners, uncovering and mitigating threats to our customers’ experience? Can you act as a change agent, influencing support strategies, advocating for customers and challenging technical leaders? AWS Enterprise Support is hiring passionate, results-orientated, quality-driven Customer Health Manager who will proactively help Korea, ASEAN and ANZ customers and account teams achieve and maintain operational health.

As the Customer Health Manager, you will design and deliver programs locally that can scale to improve our customers operational health globally. You will bring together disparate information sets to form a holistic view of the customers health (including resiliency) and experience. You will establish “Customer Health Reviews“ where leaders can inspect aggregated customer health data and make informed decisions on where to prioritise AWS investment or perform technical deep dives. You will define and deliver against metrics and KPIs for continuous improvement, and act as a change agent.

You will own the problem resolution mechanism for Korea, ASEAN and ANZ, which provides visibility to AWS leadership about issues that have a negative impact for key customers. Through the prolem resolution mechanism you will facilitate complex technical problem management, as opposed to incident management. An “incident” is a currently impacting usage issue, or temporary service defect. “Complex technical problem management” is when a customer is unable to find a satisfactory solution working with support for a service issue, including where the issue becomes a subsequent loss of trust in the service.

The right candidate is passionate about executing and driving mission-critical programs. You will earn trust through high-quality, timely communications with stakeholders and customers of all levels. You will bring experience delivering global programs for operational/engineering organizations in large, multi-national, preferably tech, companies. Strong judgement and a demonstrated ability to influence without explicit authority are key to success.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top

of AWS services.

PLEASE NOTE – The location of this role is flexible and can be from any hub location within Korea, ASEAN and ANZ

Key job responsibilities

Key job responsibilities

• Building a single view of our customers operational health that allow leaders to make informed decisions on where to prioritise investment
• Establishing new mechanisms for inspecting customer health
• Advocating for customers internally and representing their voice
• Driving our most critical escalation process during service disruption
• Prioritize, manage and own emerging and developing key customer risks/issues from start to finish
• Drive down mean time to engagement and communication for all key customer issues
• Analyze data trends on key customer issues to identify potential issues
• Work closely with others to identify opportunities for improvement
• Providing crisp and timely communication on developing issues to relevant internal and external customers
• Working with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
• Convey complex problems in easy to digest terms for all stakeholders
• Collaborating with key stakeholders around documentation and processes regarding recurring issues
• Building a broad understanding of AWS architecture and service inter-dependencies
• Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention
• Other duties as required by the organization, including occasional out of hours support

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

BASIC QUALIFICATIONS

• 7+ years of technical engineering experience
• 7+ years of design/implementation/operations/consulting with distributed applications experience

PREFERRED QUALIFICATIONS

• Experience in internal enterprise or external customer-facing environment as a technical lead
• Experience in a 24×7 operational services or support environment

Acknowledgement of country:

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

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