Specialized Technical Account Manager - AWS Training and Certification, AWS T&C

• Amazon Web Services (AWS) provides a highly reliable, scalable, low-cost
• infrastructure platform in the cloud that powers critical applications for
• hundreds of thousands of businesses in 190 countries around the world. The
• Training and Certification team aims to train 100+ million learners on the AWS
• Cloud. We will get there by providing a world class training platform, designed
• and built with our customers in mind.

• To achieve this goal, we need exceptionally talented, bright, and driven people.
• We are looking for a highly talented and motivated Specialized Technical Account
• Manager (TAM) to join the AWS Training and Certification Team. This person will
• partner with AWS customers to onboard their organization into Training and
• Certification (T&C). They will support those customers through ongoing technical
• product questions and work with AWS Stakeholders to deliver value from AWS T&C.

• This person will have the technical acumen and customer-facing skills to
• effectively represent AWS T&C within a customer’s environment, and drive
• discussions with customer and internal stakeholders around integrating with T&C
• products and services. The ideal candidate is highly autonomous, possesses
• strong written and verbal communication skills, adapts quickly to new
• technologies, has excellent problem-solving skills, and has high career growth
• potential. They are able to effectively gauge customer impact and temperature to
• prioritize tasks, and quickly shift focus throughout the day depending on
• priorities.

Main responsibilities include, among others

• Lead the project of technical onboarding of a new or existing AWS customers

into Training and Certification

• Communicate directly with customer and internal stakeholders to capture

onboarding requirements

• Track, investigate, and resolve customer questions and issues by phone and

email at various levels of complexity and customer impact

• Work with customers to troubleshoot, diagnose, and resolve problems across

various technologies

• Identify customer pain points, raising concerns with product development, to

shape the product roadmap

• Partner with product teams to launch key feature improvements
• Create and update internal and customer-facing documentation
• Develop runbooks, or build tools, used by customers or other customer-facing

teams

• Develop tools, metrics, and dashboards that focus on customer health and

customer retention strategies

• Develop trusting relationships with customers to retain loyalty and

demonstrate the value of AWS Training and Certification

About Us

Inclusive Team Culture

• Here at AWS, we embrace our differences. We are committed to furthering our
• culture of inclusion. We have twelve employee-led affinity groups, reaching
• 40,000 employees in over 190 chapters globally. We have innovative benefit
• offerings, and host annual and ongoing learning experiences, including our
• Conversations on Race and Ethnicity (CORE) conference. Amazon’s culture of
• inclusion is reinforced within our 14 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 engineer and enable them to take on more complex tasks in the
• future. Our senior engineers truly enjoy mentoring more junior engineers and
• engineers from non-traditional backgrounds through one-on-one mentoring and
• thorough, but kind, code reviews.

Key job responsibilities

• Lead the project of technical onboarding of a new or existing AWS customers

into Training and Certification

• Communicate directly with customer and internal stakeholders to capture

onboarding requirements

• Track, investigate, and resolve customer questions and issues by phone and

email at various levels of complexity and customer impact

• Work with customers to troubleshoot, diagnose, and resolve problems across

various technologies

• Identify customer pain points, raising concerns with product development, to

shape the product roadmap

• Partner with product teams to launch key feature improvements
• Create and update internal and customer-facing documentation
• Develop runbooks, or build tools, used by customers or other customer-facing

teams

• Develop tools, metrics, and dashboards that focus on customer health and

customer retention strategies

• Develop trusting relationships with customers to retain loyalty and

• demonstrate the value of AWS Training and Certification Basic Qualifications: -
• 3+ years of technical product or program management experience

• 2+ years of software development experience
• 3+ years of project management disciplines including scope, schedule, budget,

quality, along with risk and critical path management experience

• Experience managing programs across cross functional teams, building processes

and coordinating release schedules Preferred Qualifications: - 3+ years of

working directly with engineering teams experience

• Experience in a fast paced, dynamic organization
• Experience with Learning Management Systems (LMS)

• Amazon is an equal opportunity employer and does not discriminate on the basis
• of protected veteran status, disability, or other legally protected status.

• Our inclusive culture empowers Amazonians to deliver the best results for our
• customers. If you have a disability and need a workplace accommodation or
• adjustment during the application and hiring process, including support for the
• interview or onboarding process, please visit
• https://amazon.jobs/content/en/how-we-hire/accommodations
• [https://amazon.jobs/content/en/how-we-hire/accommodations] for more
• information. If the country/region you’re applying in isn’t listed, please
• contact your Recruiting Partner.

• The base salary range for this position is listed below. Your Amazon package
• will include sign-on payments and restricted stock units (RSUs). Final
• compensation will be determined based on factors including experience,
• qualifications, and location. Amazon also offers comprehensive benefits
• including health insurance (medical, dental, vision, prescription, Basic Life &
• AD&D insurance and option for Supplemental life plans, EAP, Mental Health
• Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy
• Reimbursement coverage), 401(k) matching, paid time off, and parental leave.
• Learn more about our benefits at https://amazon.jobs/en/benefits
• [https://amazon.jobs/en/benefits].

USA, VA, Herndon - 127,100.00 - 172,000.00 USD annually