The AWS ReadinessManager will provide the AWS Customer Service group (AWS CS) with structured customer engagement plans for newly released AWS services and feature enhancements.
Your ongoing consultation with AWS service teams will ensure you can forecast and mitigate potential customer account and billing impacts during key events, including new releases and feature enhancements. You will play a key role in the transformation of AWS CS into a team that is on the front-foot with customer issues by ensuring customers can plan for the future and meet their business goals without disruption or unexpected billing outcomes.
You will work closely with Program Managers of service teams throughout AWS, to ensure they are well-informed of AWS customer requirements. You will create customer profiles (Enterprise, Business or Hobbyist user) specific documentation and training to AWS CS to deliver support when customers need it most.
You will work closely with internal stakeholders to collaborate on the development of customer facing documentation, internal support guidelines, and training. You will also work directly with AWS Leadership and provide timely and consistent customer impact summaries that will articulate the Voice of the Customer and be used to drive change across AWS.
To be successful in this role you will need to collaborate with business leaders and your peers globally in various AWS Finance, Sales, Legal, and Product Management, and Marketing teams with a focus on improvements that have a positive impact on AWS support and our ability to provide the best possible support for our customers.
The AWS CS Launch Planning Program Manager will have responsibility to;
Consult with Service Teams to extract the information needed to support AWS customers.
Work with AWS CS and peers by delivering service and feature launch guidance and documentation.
Provide AWS CS leadership with customer impact summaries for launches and feature releases that will be used to drive change across AWS CS.
Collaborate with peers to produce targeted notifications to customers across multiple support types (No support and AWS paid support)
Take an entrepreneurial approach to launch planning and actively seek out new services and features.
Connect with AWS service teams to influence and evangelize on behalf of CS and AWS Customers to avoid common service launch pain points
Collate AWS customers new service and feature experience ensure all new features and services are launched and released with a range of customers in mind Have the confidence and willingness to roll up your sleeves and act when no clear path is defined.
Work with leadership and peers in other regions to ensure cross-region support during the transformation of AWS CS.
Collaborate with leadership and peers to ensure clear communications with customers during events that have impacts on the customer experience (i.e., new services and features, outages, significant billing issues, or price changes.
Flexible work schedules (weekends and/or evenings).
Willingness to travel as needed
Experience with AWS, Cloud Computing or technical support industry.