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 a passionate, results-oriented, 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 customer's 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 prioritize 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 problem 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 judgment 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
Building a single view of our customers' operational health that allows leaders to make informed decisions on where to prioritize 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 empowers 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 24x7 operational services or support environment
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