This document describes the general expectations of the Manager, Professional Services role. It describes the most common responsibilities, however given the wide variety of businesses and technologies at Amazon, it cannot capture all expectations. No two Amazon teams are alike and each is encouraged to develop their own approach to delighting their customers. These realities alter the way a Manager, Professional Services is expected to operate and what constitutes as success.
Mgr III, Professional Services
Sr. Mgr, Principal Prof Svcs
Deliver Professional and Valuable Customer Experience and Engagement
Drives orchestrated adoption and execution of strategy, operations, and process design on behalf of the customer. Plays a key role in building customer trust and references. Able to scope, sell, and staff large-scale engagements across multiple customers and territories. Consistently ensures high-quality delivery across teams while increasing platform usage. Collaborates effectively to drive shared goals and orchestrated execution.
Influences and leads customer experience and engagement from sales though delivery to produce high-quality, scalable outcomes.Invests in new markets and initiatives to develop, manage and maintain relationships with customers, partners and key stakeholders. Establishes and matures cross-functional initiatives that contribute to continuous improvement and accelerated growth across new regions and specialty practices. Hires and develops leaders capable of driving orchestrated adoption and execution of strategy, operations, and process design on behalf of the customer.
Deliver Professional and Valuable Partner Experience Engagement
Proactively engages partners in customer engagements that positively impact the partner’s business and maximize customer value. Minimizes channel conflict through effective communication, collaboration and alignment of partners, customers and key stakeholders. Consistently earns partner trust, and ensures partner satisfaction while building customer confidence and references.
Ensures all teams are proactively and effectively engaging partners in joint-selling and delivery methods that earn trust and deliver expected results.Leads timely partner enablement strategies for area of responsibility, and readily anticipates needs for all relevant partner types (SI, ISV, MSP, and Strategy). Drives customer engagements that consistently enable partner capabilities and capacity to drive quality delivery and profitable growth.
Enable Target Business Outcomes for Customers and Partners
Guides and leads teams to drive business outcomes, and ensure engagements have clear definition of target customer business outcomes, stated in customer terms. Leads multiple initiatives and projects, maintaining focus and consistently exceeding business outcome targets. Deliver economic value to partners by selling larger deals, shortening sales cycles and delivering higher quality.
Guides and leads executive-level communications to define, identify, and understand key business objectives. Develops joint strategies with Partners to enable successful customer business outcomes, and aid the development of the partner community through the investment in resources. Works with partners to develop successful field execution protocol, creating seamless relationships to customers. Orchestrates the entire service delivery ecosystem (Service Engineering, Specialty Practices, and Support) using repeatable and reusable artifacts to ensure consistency in quality and outcomes.
Consistently Demonstrate Technical Excellence
Engages the right team to consistently deliver technical solutions that solve for new levels of complexity, scale and performance, leading to breakthrough innovations. Executes established mechanisms to drive the export and import of best practices for technical solutions and advisory engagement. Maximizes alignment and ease of adoption as new services and products become available. Gains customer’s confidence during the sales cycle that Amazon can deliver on their technical requirements.
Fosters a culture of collaboration, technical innovation and tolerance that values calculated risk-taking in search of new and better ways to achieve business goals on behalf of our customers, partners and the organization. Sponsors and scales innovative mechanisms that enhance existing, and create net-new, value to the business. Leads a team of industry-recognized professionals capable of driving the most complex initiatives and scalable solutions across a variety of disciplines.
Deliver Effective Leadership Externally and Internally
Hires and develops skills to match customer and partner demand. Leads a variety of initiatives and projects that span across key stakeholders. Recognizes and rewards top performers using all available forums and mechanisms. Regularly coaches and mentors others on best practices, enforcing the highest standards, and providing valuable feedback on performance and career development. Execute key people management mechanisms/processes, and effectively minimizes conflict and quickly resolves escalations internally and externally.
Hires and develops leaders that can see around corners and build for scale. Develops a compelling vision and strategy for the area, industry and/or specialty practice that s/he leads. Inspires and influences key stakeholders across the organization and throughout customer market segments. Effectively minimizes risk and influences behavior to deliver results and achieve business goals. Is a role model for Amazonian leadership principles; promotes the highest standards and ensures consistency of culture and customer obsession.
Drive Business Maturity and Scale via Reusable Assets and Repeatable Offerings
Creates and applies frameworks, methods, best practices and IP that deliver prescriptive guidance to customers. Leads the team to prioritize and develop assets tied to customer engagements in the portfolio. Maximizes the external publishing of assets to extend reach to the Global Amazon ecosystem of customers and partners.
Influences and leads the production of scalable frameworks, methods, and best practices that deliver prescriptive guidance to customers across regions and practices. Engages with all related practices to effectively develop and deliver new and reusable assets to differentiate the global portfolio. Enables team to prioritize the development of new assets to extend reach to the Global Amazon ecosystem of customers and partners. Ensures the impact of these new assets is measureable and positively impacts the targeted customer base in the timeframe supported by the market opportunity.
Contributes to the development of the operational plan to achieve go-to-market financial and operational targets across customers, partners, and employees for the area sh/e works in. Consistently uses and improves global operational processes of resource management, billing, and status reporting. Implements standard user mechanisms to assure delivery quality and balance across the portfolio. Prepares written and oral status reports to internal and external stakeholders.
Develops and executes the operational plan to achieve go-to-market financial and operational targets across customers, partners, and employees for the area, industry and/or specialty practice that s/he leads. Influences the creation and implementation of scalable mechanisms that improve quality, productivity and efficiency across the organization. Leads team to provide adequate data into agreed set of business tools and processes. Enables regular visibility of the performance level versus the plan. Establishes and executes strong control and governance that drives operational excellence. Implements a local planning cadence that contributes to the Amazon planning process
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