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DESCRIPTION

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 Amazon Web Services (AWS) Marketplace is looking for a Technical Services Manager to join our fast-paced Vendor Finance Success Team (VFS). The AWS Marketplace is an online store that helps customers find, buy, and immediately start using software and services that run on the AWS Cloud. This is an exciting opportunity to help deliver on our mission to bring Amazon’s e-commerce expertise to cloud software and fundamentally change how software is discovered, purchased, and deployed by AWS customers.

The Technical Services Manager role will own and execute the revenue recognition processes for the Marketplace Private Offers program. This role combines operations, program management, and technical knowledge to build programs and processes that scale. They will drive operational improvements to add value, eliminate waste, and improve the customer experience. They will interact with external customers to resolve escalated issues, with internal stakeholders to improve the revenue recognition programs, including collaborating with technical teams to deliver new features to AWS customers, and build new programs or expand on existing ones that deliver high value.

The role requires a strong communicator who can learn concepts quickly, and apply them to problem solve and come up with creative solutions. The ideal candidate has strong attention to detail, can execute well to deliver results in an ambiguous environment, possesses a high level of ownership, can communicate across multiple departments and has a drive to improve current processes.
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Key job responsibilities
• Consistently strive to improve the Partner experience by delivering superior Partner support, exceeding SLA expectations and driving other key support metrics.
• Build and strengthen collaborative relationships with Partners, service providers, engineering teams, and support staff.
• Perform quality control functions to ensure high quality output and build or contribute to the creation of new processes.
• Collaborate with internal stakeholders to maintain successful operations, including Leadership, Finance, Legal, Sales, Business Intelligence, Product, Engineering.
• Manage internal and external Accounts Receivable inquiries and research invoice discrepancies.
• Build, maintain, and publish program-related content and collateral.
• Create and implement standard operating procedures and process workflows.
• Dive deep into technical details, diagnose and reproduce issues with Amazon technology products, guide customers and share best practices.
• Perform Partner and customer escalation and support process.
• Audit work for potential defects that result from product/feature launches and process improvements.
• Facilitate onboarding support and role training for new VFS Tech Services team members.


Collaborate with internal stakeholders across the business to build scalable processes and automate existing operations


A day in the life
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.
Diverse Experiences
Amazon 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.
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.
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 and Career Growth
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