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Description

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.

As a Finance (Billing 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.

Key job responsibilities

Your responsibilities will include, but will not be 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.

. Owning financial status communications with the Customer and internal teams

· Lead and manage projects and/or portions of projects to improve internal and external experience

· Evaluating requests such as multi-account recovery and access management, large architecture cost optimization, reserved instance analysis and others

· Analyzing customer usage patterns and recommending the right methods for cost-effective service operations

· Providing onsite customer support and/or handling critical conference calls with customers and support teams

· 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

About the team

About AWS

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 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.

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.

Basic Qualifications

• 6+ years of technical experience working with computer systems and multiple technology domains

• 6+ years of Customer Service and/or Account Management supporting customers in a technical environment

• BS/BA degree and/or combination of related experience plus certifications

Preferred Qualifications

• Program management experience with ability to successfully balance participation in multiple projects

• Experience in consultative roles

• SQL and/or another relational database experience

• Expert fluency with Web Technologies and the Internet

• Working knowledge of cloud-based computing and storage concepts

• Lean Six Sigma or other project management certification

• AWS Cloud Practitioner and/or Solutions Architect Certification

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.

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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $110,700/year in our lowest geographic market up to $191,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.