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Role Guideance

Professional Services (ProServe) Role Guideline

This document describes the general expectations of the ProServe 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 ProServe is expected to operate and what constitutes as success.
ProServe consultants are responsible for accelerating our customers achievements of their business outcomes through use of Amazon data, technology or services. They have expertise in one of several domains. They leverage their own expertise, a portfolio of ProServe packaged offerings, a repository of IP, and Amazon teams to provide timely, meaningful, and actionable insight to our customers. They build deep contextual and domain knowledge. They ensure project quality and are viewed as thought leaders in their area of expertise. They communicate their recommendations with the most effective and influential methods. They are stewards of the Amazon brand in their interactions across teams and with customers/partners.
For management responsibilities, refer to Manager, Professional Services.
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Job Title
Professional Services I
Professional Services II
Professional Services III
Principal Professional Service
2
General Scope / Progression
Manages tasks and supports a small range of stakeholders
Manages projects independently and as part of larger teams
Operates with autonomy and discretion; leads multiple teams internally and externally
Develops strategy and sets direction for team; influences broadly internally and externally
3
Key Responsibilities
Assisting
Delivering
Leading
Influencing
4
Deliver Professional and Valuable Customer Experience and Engagement
Matches identified customer business requirements with right technology decisions. Delivers advice and assistance, usually guided by others. Delivers on commitments and goes deep on assigned subject matter.
Internalizes customer context while using business and technical skills to design solutions based on requirements and constraints. Assists in project scoping and resource planning based on experience and insights. Earns reputation for quality delivery, platform adoption, and contributions to the broader project teams and stakeholders.
Leads multiple large customer teams through planning, prioritization on complex transformation initiatives. Manages multiple projects and/or major work streams simultaneously. Collaborates effectively with relevant sales and service team, as well as partner and customer stakeholders. Consistently ensures quality delivery across teams, while increasing platform usage and playing a key role in earning customer trust and references.
Viewed as a trusted senior advisor at the CXO/VP level or equivalent, both internally and externally. Influences entire market segments and related ecosystems in broad one-to-many forums and direct engagements. Provides leadership to cross-functional initiatives and account teams, helping to secure new opportunities and address complex blockers. Influences industry-thinking, directly and through others, on leading-edge approaches and best practices. Drives customer insights into Amazon programs and platform roadmaps.
5
Deliver Professional and Valuable Partner Experience Engagement
Helps partners use platform services to modernize their offering and solutions. Teaches/coaches on implementation of various features across multiple platform services as requested by partners. Sometimes engages customers jointly with partners.
Enables partners to develop new capabilities and capacity for Amazon related services and solutions. Contributes architecture and implementation guidance across multiple partner and partner lines of business. Owns and completes key tasks and deliverables as a core part of partner initiatives teams and project teams.
Leads partners through complex planning and prioritization decisions and implementation projects. Brings best practices to partners that accelerate the development and productivity of their business. Consistently earns partner trust, and ensures partner satisfaction while earning joint customer trust and references.
Is sought after by large and small partners to provide valuable, strategic input on Amazon-related practices and offerings with a community focus. Broadly known across the partner ecosystem as a thoughtful leader and business builder who partners can trust to help them build growing and profitable businesses on Amazon. Requested, and relied on, by partners for joint customer engagements.
6
Enable Target Business Outcomes for Customers and Partners
Consistently achieves or exceeds quality standards for all deliverables, enabling customers and partners to meet project objectives, timelines and budgets.
Consistently helps stakeholders exceed project level business objectives. Ensures there is a strong connection between all delivery activities and specific stakeholder business outcomes through the peer review process. Always validates and quantifies business value realization from project deliverables using key data and metrics. Builds realized value for customers by always seeking new opportunities.
Helps stakeholders define target business outcomes and related work streams, tasks and high quality deliverables. Leads multiple initiatives and projects, consistently exceeding business outcome targets. Always seeks new value-add opportunities for customers, and converts those new opportunities to realized value. Plays a lead role in earning multiple enterprise customer references that describe industry leading innovation and results.
Leads directly, and through others, the creation of new business capabilities for customers, partners, and Amazon Service Teams. Enables new levels of agility, speed, and scale, to exceed business outcome targets and provides delivery of high quality design and engineering reviews. Plays a critical role as a force multiplier in effectively delivering breakthrough results. Consistently growing and improving business results for multi-national, complex business operations over many years.
7
Consistently Demonstrate Technical Excellence
Demonstrates technical mastery of one or more Amazon services. Consistently achieves or exceeds quality standards for architecture and implementation of Amazon solutions.
Collaborates with others to define and implement optimal, complete solutions based on stakeholder needs. Applies and generates best practices in multiple technical domains using Amazon and third-party technology products and services.
Consistently delivers technical solutions that solve for new levels of complexity, scale and performance, and in turn, enabling breakthrough innovations. Guides customers technical architecture and investments using Amazon roadmaps; maximizes alignment and ease of adoption as new services and products become available.
Demonstrates leadership across the Principals of Amazon (POA) community, showing differentiated technical invention and innovation. Known broadly across Amazon for industry-leading technical expertise in a variety of disciplines. Leads and delivers the largest and most technically complex initiatives and customer engagements.
8
Deliver Effective Leadership Externally and Internally
Able to guide and teach customers and partners on how best to apply Amazon technologies in order to meet complex requirements. Proactively supports team members, as needed.
Embraces and applies the Amazon Leadership Principles consistently. Proactively engages other teams to learn and share. Actively participates in the recruitment and onboarding process, helping others become more productive and effective team members.
Demonstrates valuable leadership on a variety of initiatives and projects simultaneously, both internally and externally. Regularly coaches and mentors others on best practices, enforcing the highest standards, and providing valuable feedback on performance and career development.
Provides technical and business leadership across organizations, adding value and driving success, both internally and externally, over sustained periods of time. Guides others to invent and publish unique and valuable IP broadly. Develops a following by improving followers through strong leadership. Drives initiatives and mechanisms that support continuous learning and improvement for entire organizations over time.
9
Produce and Publish Reusable Assets
Generates and captures reusable scripts, code, documentation and other artifacts from engagements that are shared and used by others
Contributes to raising the bar on quality and value of reusable artifacts via peer reviews and collaboration to align and integrate complementary solutions. Drives broad usage of these assets, internally and externally.
Proactively identifies platform gaps and leads development of relevant solutions. Drives market momentum for newest Amazon services by sharing innovative solutions and related customer references. Creates and applies frameworks, methods, best practices and IP that deliver prescriptive guidance to customers. Publishes and presents solutions in large forums, and across various media platforms.
Directly, and through others, creates and shares business and/or technical innovations that are used broadly throughout an industry segment, and/or deeply in a technical domain or vertical industry. Personally generates unique and commercially valuable IP that lands in patents, products, and services.
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