Technical Account Manager

Job description

DESCRIPTION

Amazon Web Services (AWS) is a rapidly growing industry defining business within Amazon.com. We provide organizations, developers and other individuals building block web services that allow them to innovate faster and operate their software more cost-effectively. These services-in-the-cloud include on-demand compute capacity, storage, content delivery, querying of structured data, message queuing, and more.

The AWS Marketplace (AWSMP) team delivers a 3P ecosystem and monetization opportunities for Software and SaaS providers on AWS cloud. We are focused on building low-friction tools, and offering powerful business, technical, and marketing programs to help our sellers establish, manage, and grow a successful business on AWS.

We are looking for Technical Account Manager (TAM) on the Managed Catalog Operations (MCO) within AWSMP. We test and ingest software products, define and enforce policies and best practices, support seller product changes and questions. A successful TAM is someone who can put customers first, identify and improve process and tooling gaps, handle ambiguity, act quickly on a large volume of requests with quality while demonstrating technical knowledge and skills.

Your Responsibilities include:
· Deliver timely, accurate and professional technical assistance to all internal and external customers
· Process and manage seller vetting and registration
· Review product submissions against product policies, technical usability, and metadata quality.
· Manage the operational relationships with stakeholders of small to Enterprise level businesses
· Work with engineers, PM, Business Development, legal and management to ensure positive seller and buyer experience
· Track and quantify seller operational challenges to provide requirements for tool automation and process improvement
· Demonstrate good working knowledge of metrics, KPIs and SLAs and put them to practice in delivering results
· Work independently in a highly-ambiguous environment to drive to resolution
· Contribute to a positive team environment and proactively help team members to meet and exceed team goals
· Review buyer feedback, investigate possible product issues, and work with different parties to resolve them
· Exhibit a high attention to detail and maintain low error rates for product publishing

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, or a related field
· At least 3-5 years of experience in a cloud computing, digital operations, systems support, or similar role
· Ability to perform administrative functions on operating systems such as Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server
· Experience with MySQL/MSSQL, DynamoDB, or other database related systems
· Experience and knowledge of Salesforce Service Cloud or other case management system
· Ability to communicate professionally in both written and verbal form
· Ability to understand technical subjects and connect multiple underlying issues
· Ability to deal with ambiguity, including troubleshooting and problem solving in loosely-defined situations
· Ability to handle multiple tasks and competing priorities from a variety of internal and external stakeholders under high pressure
· Ability to deliver results independently in a fast-paced, rapidly changing environment with a strong sense of ownership