Senior Program Manager, Premium Support Business Development & Customer Lifecycle

Sales, Marketing and Global Services (SMGS)

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.

Would you like join one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS? Enterprise Support is hiring!

The Customer Lifecycle team within Enterprise Support Strategy, Operations, and Enablement (SOE) is seeking a driven, talented and experienced Senior Program Manager to partner with the Premium Support Business Development team to increase adoption of AWS Support Services while in parallel building and improving mechanisms along the customer journey to make AWS Support adoption frictionless. The ES SOE Customer Lifecycle team owns and drives mechanisms that enable high standards in delivery along the customer journey from opportunity through offboarding. On this team you will be play a key role in ensuring that Enterprise Support meets it business objectives and goals, while tirelessly championing the needs of our customers focused on operational excellence.

As a Senior Program Manager, you’ll have the opportunity to own the delivery of initiatives aimed at driving business performance, efficiency, and effectiveness across the Customer Lifecycle, including, but are not limited to go-to-market for Premium Support products, AWS sales enablement, contracting and deals, customer onboarding mechanisms, customer transfer, customer offboarding, and customer journey mapping.

In this role you will need to navigate ambiguity, act as a change agent in the organization, and deliver independently to solve business problems that may not be well defined. Your work is both strategic and tactical and you will own large programs, managing the lifecycle of complex initiatives. You actively unblock teams and increase the speed of delivery, negotiating resources and priorities, and balancing business needs with technical constraints. You improve, streamline, and/or eliminate excess process, driving efficiencies and creating predictable process paths. You are an effective communicator and influencer, bringing the right people together, driving detailed discussions and alignments. To do all of this, you must be able to develop strong stakeholder and cross functional partnerships.

The right candidate earns trust through outstanding performance, effective communication skills, and a strong record of delivering results timely and effectively. You should have experience managing global programs for in large sales, sales operations, revenue operations, or strategy and operations organizations, preferably at a technology company. The ideal candidate has experience working with sales teams and/or driving process improvement across the customer journey. Strong judgement and a demonstrated ability to influence without explicit authority are key to success.

As a Senior Program Manager in ES SOE you will:
• Become a subjective matter expert on Premium Support Business Development and Customer Lifecycle mechanisms
• Own and manage strategic programs end to end, balancing big picture and the execution details to deliver results
• Own or play a key role in Customer Journey Mapping for Enterprise Support
• Manage a portfolio of programs across the Customer Lifecycle team
• Develop and manager project plans, process documentation, stakeholder management plans, communications, project metrics and reports, and change management plans
• Design and implement innovative change management and communication strategies to gain adoption for new global initiatives
• Measure, track, and report on the status of portfolios/programs/projects for transparency and effective management
• Develop innovative solutions for mechanisms across the Customer Lifecycle
• Managing programs/projects on time, on budget, and to meet business objectives and quality measures, successfully identifying and implementing process improvements
• Communicate a wide variety of audience including sales accounts managers and leaders, Enterprise Support delivery leaders, cross-functional partners across multiple practices, and technical teams

About the team
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Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the 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 alter