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DESCRIPTION

AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.

AWS is one of Amazon’s fastest growing businesses, servicing customers in more than 190 countries, reshaping the way global enterprises consume information technology and powering the developers who are building the next generation of global industry leaders. AWS customers include some of the most innovative Startups like Netflix, Pinterest, Spotify, Airbnb, and Instagram as well as some of the largest global enterprises like Shell International, Unilever, Hitachi, Sharp, Bristol-Myers Squibb, and Samsung. We help global and local enterprises to use cloud to remediate their technical debt and build new innovative businesses.
AWS Enterprise Support provides our customers with one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers; Enterprise support provides a designated technical account manager to the customer and provides entitlements such as architecture review, operations support to design, build, and operate cloud environments leveraging AWS best practices; and a designated Support Concierge for administrative and billing inquiries.
Enterprise customers rely on Support when running their business critical workloads on the AWS platform, and our technical account managers and cloud support engineers are the primary daily touch-point for those customers. Customers include very large Enterprises, Public Sector companies, as well as fast growing businesses and Internet companies. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS.
As a Premium Support Business Development Manager (BDM), you will be part of the Enterprise Support organization, driving the go-to-market (GTM) strategy for AWS Premium Support offerings. Your primary objective is to increase adoption of paid support solutions while maintaining target margin performance and leveraging Support to accelerate AWS platform adoption.In this role, you will focus on enabling, executing, and driving the adoption of Media Support Solution (MSS) for customers with media streaming workloads, ensuring they receive specialized support tailored to their needs. Additionally, you will lead the expansion of Incident Detection and Response (IDR) and Countdown Premium (CDP) for customers with non-media streaming workloads, helping them strengthen their incident management, proactive monitoring, and operational resilience.You will engage customers to understand their support requirements, identify obstacles to adoption, and refine AWS’s Premium Support value proposition. Through commercial innovation and controlled experiments, you will optimize support offerings, quantify their impact on AWS platform adoption, and develop initiatives to accelerate customer success. Additionally, you will work closely with sales teams, partners, and internal stakeholders to enable field teams, develop customer-facing collateral, and pilot new support offerings through AWS’s partner ecosystem.

Key job responsibilities
• Customer & Market Engagement:
• Engage customers, partners, and field teams to deeply understand and measure customer value and pain points in adopting Enterprise Support Services (Enterprise Support, Enterprise On-Ramp, MSS, IDR, CDP, and other new offerings).
• Identify adoption challenges for MSS in media streaming environments and IDR/CDP for non-media streaming workloads, addressing customer needs with tailored solutions.
• Solution Adoption & Expansion:
• Lead the enablement, execution, and GTM strategy for MSS adoption among media streaming customers, ensuring optimized support, proactive monitoring, and operational guidance.
• Drive IDR and CDP adoption for non-media streaming customers, enhancing incident detection, response readiness, and premium support experiences.
• Data-Driven Strategy & ROI Analysis:
• Analyze drivers of Enterprise Support Services adoption, identifying levers for growth and improvement.
• Quantify the impact of MSS, IDR, and CDP adoption on AWS platform usage, customer retention, and cloud migration acceleration.
• Estimate the ROI of Support investments and design initiatives to maximize business outcomes.
• Commercial Innovation & Experimentation:
• Design and execute controlled experiments to refine support offerings, enhance differentiation, and drive commercial innovation.
• Develop new pricing strategies, ensuring customers receive cost-effective, value-driven support solutions.
• Field & Partner Enablement:
• Develop and refine sales collateral, reference cases, and value proofs for MSS, IDR, and CDP to drive customer engagement.
• In collaboration with Field Enablement, create training programs to ensure sales teams can articulate the MSS, IDR, and CDP value propositions effectively.
• Work with partners to develop and pilot new support offerings via the AWS partner ecosystem.
• Sales & Business Development Execution:
• Support end-to-end deal execution for Enterprise Support Services, MSS, IDR, and CDP alongside the sales team.
• Prepare and present business reviews to senior Sales and BD leadership, providing insights into support adoption trends and performance.

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
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

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.