Description
Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest cloud computing technologies? Do you have a knack for helping these groups understand application architectures and integration approaches, and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications, servers, and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?
AWS Customer Service provides global support to a wide range of commercial and government customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3.
As an AWS Customer Success Representative, you'll engage with US Government (USG), and enterprise customers, providing training, support and analysis. You will work with the other members of the AWS Enterprise team including Technical Account managers (TAM's), Sales and Solution Architects. You will be the Subject Matter Experts on Enterprise Account and Billing issues. You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.
In addition, your responsibilities will include, but will not be limited to, the following:
Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback
Performing deep dive analysis on USG / Enterprise customer accounts and billing statements
Educate customers on reporting options, alerts and budgets.
Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
Working with customer support peers around the globe to ensure a consistent and high-quality level of support
Driving projects that improve customer interactions with AWS account and billing information
Acting as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
Assisting with Enterprise customer communication during AWS critical launches and support events
Assuming responsibility for developing detailed knowledge about AWS specific product and features
Work with AWS teams to drive resolution of issues for customers
Making sure internal knowledge reference pages are updated
This position requires that the candidate selected must currently possess and maintain an active TS/SCI security clearance with polygraph. The position further requires the candidate to opt into a commensurate clearance for each government agency for which they perform AWS work.
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.
Utility Computing (UC)
AWS Utility Computing (UC) provides product innovations - from foundational services such as Amazon's Simple Storage Service (S3) and Amazon Elastic Compute Cloud (EC2), to consistently released new product innovations that continue to set AWS's services and features apart in the industry. As a member of the UC organization, you'll support the development and management of Compute, Database, Storage, Internet of Things (IoT), Platform, and Productivity Apps services in AWS, including support for customers who require specialized security solutions for their cloud services.
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.
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.
Mentorship and 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.
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.
About the team
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.
Mentor-ship & 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 mentor ship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded Evaluator and enable them to take on more complex tasks in the future.
Inclusive Team Culture:
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. 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.
Basic Qualifications
Associate Degree OR A+ or Network+ or Security- 1+ year experience in Customer Service and/or Account Management working with high-profile customers
1+ year of advanced Excel (pivot tables, vlookup and other formulas)
Current, active US Government Security Clearance of TS/SCI with Polygraph
Preferred Qualifications
Experience in leadership and/or account management positions
A drive to dig into the details of a system or process to solve customer problems
Proven success in a fast paced support environment
Demonstrated success driving cross-functional deliverables
SQL and/or other relational database experience
Strong fluency with Web Technologies and the Internet
Understanding of cloud based compute and storage concepts
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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