6+ years of Customer Service and/or Account Management supporting customers in multiple technology domains.
Experience interpreting customer requirement priorities (e.g., Cost vs Performance, Flexibility vs Scalability), preventing duplicate efforts and excess redundancies.
BS/BA degree and/or combination of related work experience plus certifications.
Ability to communicate effectively in English, within technical and business settings.

As a Finance (Business and Accounts) Manager, you'll engage with a selected group of Enterprise Support Customers. You will deal with advanced customer requests while having access to Senior Concierge resources to expedite issue resolution and strategic engagement, providing Subject Matter Expert level training, escalation support and deep dive analysis. You will address their most impactful billing and account issues by driving scalable and long-term solutions for their successful financial cloud journey. You will also own the Accounts & Billing strategy for your customers from end to end, demonstrating the highest level of Ownership to work backwards from the customers’ needs and execute their vision. In addition, you will facilitate cross functional stakeholder meetings with AWS Enterprise teams including Technical Account Managers, Sales and Solution Architects. You will use your expertise to identify continuous improvement opportunities, program manage Enterprise offerings, and leverage the Voice of the Customer to drive global strategic solutions.

About the team

Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. Amazon’s culture of inclusion is reinforced within our 16 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 professional and enable them to take on more complex tasks in the future.

Key job responsibilities

Your responsibilities will include, but not limited to:
Building close relationships with your customers to understand their business/operational needs and technical challenges.
Delivering the Accounts and Billing section of the yearly Customer Support Strategy doc, defining appropriate S.M.A.R.T. goals on a monthly basis.
Resolving high severity and visibility emerging issues such as executive escalations and AWS organization billing related matters.
Advocating on behalf of the customers with Senior-level stakeholders to resolve immediate pain, drive continuous improvement initiatives, and pursue long-term solutions that enhance the Accounts and Billing experience.
Driving accountability among all internal stakeholders contributing to the customers’ financial health.

About the team
The AWS Customer Service team provides support to a wide range of external customers helping them understand the benefits and capabilities of the AWS’s Cloud Computing Services. The Concierge team focuses on assisting customers with account and billing related inquiries, and interfaces with internal Amazon organizations to provide the perspective of the Voice of the Customer.

Program management experience with ability to balance participation in multiple projects.
SQL and/or another relational database experience.
Knowledge or experience with Web Technologies and the Internet.
Knowledge or experience in cloud-based computing and storage concepts.
AWS Cloud Practitioner and/or Solutions Architect Certification.