Specialized Technical Account Manager - AWS Training and Certification, AWS T&C

Amazon Web Services (AWS) provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers critical applications for hundreds of thousands of businesses in 190 countries around the world. The Training and Certification team aims to train 100+ million learners on the AWS Cloud. We will get there by providing a world class training platform, designed and built with our customers in mind.

To achieve this goal, we need exceptionally talented, bright, and driven people. We are looking for a highly talented and motivated Specialized Technical Account Manager (TAM) to join the AWS Training and Certification Team. This person will partner with AWS customers to onboard their organization into Training and Certification (T&C). They will support those customers through ongoing technical product questions and work with AWS Stakeholders to deliver value from AWS T&C.

This person will have the technical acumen and customer-facing skills to effectively represent AWS T&C within a customer's environment, and drive discussions with customer and internal stakeholders around integrating with T&C products and services. The ideal candidate is highly autonomous, possesses strong written and verbal communication skills, adapts quickly to new technologies, has excellent problem-solving skills, and has high career growth potential. They are able to effectively gauge customer impact and temperature to prioritize tasks, and quickly shift focus throughout the day depending on priorities.

Main responsibilities include, among others:

• Lead the project of technical onboarding of a new or existing AWS customers into Training and Certification
• Communicate directly with customer and internal stakeholders to capture onboarding requirements
• Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact
• Work with customers to troubleshoot, diagnose, and resolve problems across various technologies
• Identify customer pain points, raising concerns with product development, to shape the product roadmap
• Partner with product teams to launch key feature improvements
• Create and update internal and customer-facing documentation
• Develop runbooks, or build tools, used by customers or other customer-facing teams
• Develop tools, metrics, and dashboards that focus on customer health and customer retention strategies
• Develop trusting relationships with customers to retain loyalty and demonstrate the value of AWS Training and Certification

About Us

Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have twelve employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) conference. Amazon's culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.]

Work/Life Balance

Our team puts a high value on work-life balance. It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team 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. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded engineer and enable them to take on more complex tasks in the future. Our senior engineers truly enjoy mentoring more junior engineers and engineers from non-traditional backgrounds through one-on-one mentoring and thorough, but kind, code reviews.

Key job responsibilities

• Lead the project of technical onboarding of a new or existing AWS customers into Training and Certification
• Communicate directly with customer and internal stakeholders to capture onboarding requirements
• Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact
• Work with customers to troubleshoot, diagnose, and resolve problems across various technologies
• Identify customer pain points, raising concerns with product development, to shape the product roadmap
• Partner with product teams to launch key feature improvements
• Create and update internal and customer-facing documentation
• Develop runbooks, or build tools, used by customers or other customer-facing teams
• Develop tools, metrics, and dashboards that focus on customer health and customer retention strategies
• Develop trusting relationships with customers to retain loyalty and demonstrate the value of AWS Training and Certification