AMAZON has built a reputation for excellence with most recent examples being named #5 most admired company in the US, #2 most innovative, and #1 in Customer Service. Amazon's technology business is carrying on that tradition while leading the world in Cloud technologies.
With AMAZON Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into "the Cloud". As a senior leader in the AWS Support team, you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.
As more and more large enterprises move their critical systems to the cloud, we are in need of high-powered technical talent to ensure a flawless customer experience. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS.
The Senior Enterprise Support Manager is a strategically critical leadership role that uniquely combines technical support excellence with Premium Support Business Development (PSBD) responsibilities to build and scale the Taiwan Enterprise Support business. You will lead a team of Technical Account Managers who ensure key enterprise customer success in building applications and services on the AWS platform. The TAMs provide assistance to customers as experts on the full line of AWS services and the customer's architecture in support of strategy questions, project planning and launch, and ongoing operational issues. TAMs are engaged at the account level in providing recommendations and proactive advice through all phases of the implementation life cycle.
This role carries direct P&L accountability for Taiwan ES revenue and growth, partnering with Account Managers and sales teams to drive new customer acquisition, renewals, and revenue maximization. You will operate with complete strategic independence in defining Taiwan's ES market positioning, differentiation strategy, and growth trajectory where the market opportunity is not yet fully defined. While you will initially manage a single team of Technical Account Managers, you are accountable for establishing the right Enterprise Support structure and technical support strategy to meet the long-term needs of customers in Taiwan and building scalable organizational foundation designed to grow as revenue expands.
You will work at the intersection of business and technology, collaborating with account teams, solutions architects, and support delivery teams to ensure customer success while driving business growth. Your responsibilities span strategic business development, cross-functional sales enablement, team leadership, and operational excellence. This role requires a leader who can balance hands-on customer engagement with strategic planning, influence both business and technical stakeholders, and develop deep expertise in AWS's latest cloud technologies and support offerings.
Key job responsibilities Every day will bring new and exciting challenges on the job while you:
- Lead a team of Technical Account Managers that fields and resolves support inquiries from Enterprise customers; manage team and individual performance with regular reviews and guidance
- Build team capability to support business growth, determining optimal skill mix and specializations; hire, develop, and promote TAMs with focus on building senior talent pipeline
- Establish the right team structure and technical support strategy to meet long-term customer needs; define standards of excellence and drive team to adopt best practices
- Ensure TAMs provide detailed reviews of service disruptions, metrics, and detailed prelaunch planning; champion and advocate for customer requirements within AWS
- Build relationships with key customer stakeholders from CxO level to technical decision-makers; drive creation of customer success stories and case studies
- Work directly with AWS service teams to ensure customer issues are resolved as expediently as possible; available outside of business hours to manage urgent issues
- Own Taiwan ES P&L with direct accountability for revenue targets, profitability, and business growth metrics; manage and develop Premium Support business across Taiwan market
- Partner closely with Account Managers to review and qualify ES opportunities, orchestrating complex enterprise support opportunities through their lifecycle
- Drive engagement with AWS Global Sales teams to maximize enterprise support adoption; enable sales teams on ES value proposition through training programs
- Prepare and present business reviews to senior Sales and BD management team, contributing to strategic planning processes
Basic Qualifications
- 10+ years in technical support, customer success, or related domain with demonstrated business development or P&L management experience; proven track record driving revenue growth, customer acquisition, or market expansion
- Experience with P&L management, business planning, or strategic market development; Previous customer-facing experience with strong executive presence
- Track record leading highly technical, analytical, and service delivery professionals; strong experience improving capability and efficiency of technical teams
- Experience partnering with sales organizations to collaborate with Account Managers and drive business outcomes; strong customer focus and bias for action; ability to work with remote teams
- Excellent oral and writing communication skills in Mandarin; strong writing/reading skills in English
Preferred Qualifications
- MBA or advanced business degree (e.g., Master's in Business Administration, Management, or related field); or a technical degree (Bachelor's or Master's in Computer Science, Engineering, Artificial Intelligence, Machine Learning, or related technical field)
- Experience leading or participating in AI/ML projects, including implementation of AI-driven solutions for customers or internal operations
- Experience working directly with Enterprise customers and building C-level executive relationships; Experience presenting business reviews to senior leadership and contributing to strategic planning processes
- Experience with pipeline management, opportunity qualification, and SFDC or similar CRM systems; Proven track record in building and scaling high-performing technical teams while driving operational excellence
- Demonstrated ability to design and execute controlled experiments to drive commercial innovation
- Experience working within the software development, cloud computing, or Internet industries
- Experience with AWS service offerings and Enterprise Support business model; AWS certifications (Solutions Architect, AI certifications) are plus
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