• Current, active US Government Security Clearance at the TS/SCI level with polygraph.
• 1+ year experience in Customer Service and/or Account Management working with high-profile customers
• Proven experience with MS Excel

Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest cloud computing technologies? Do you have a knack for helping these groups understand application architectures and integration approaches, and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications, servers, and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?

Amazon.com was recently voted #5 most admired company in the US, #1 most innovative, and # 1 in Customer Service. Amazon’s technology business has a history and tradition of leading the world in Web-related technologies and services. Now, 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 member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions with the full breadth of AWS services. You will be surrounded by people that are incredibly smart, passionate about cloud computing, and believe that world class support is critical to customer success.

AWS Customer Service provides global support to a wide range of commercial and government customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3.

As an AWS Customer Success Representative, you'll engage with US Government (USG), and enterprise customers, providing training, support and analysis. You will work with the other members of the AWS Enterprise team including Technical Account managers (TAM’s), Sales and Solution Architects. You will be the Subject Matter Experts on Enterprise Account and Billing issues. You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.
In addition, your responsibilities will include, but will not be limited to, the following:

• Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
• Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback
• Performing deep dive analysis on USG / Enterprise customer accounts and billing statements
• Educate customers on reporting options, alerts and budgets.
• Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
• Working with customer support peers around the globe to ensure a consistent and high-quality level of support
• Driving projects that improve customer interactions with AWS account and billing information
• Acting as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assisting with Enterprise customer communication during AWS critical launches and support events
• Assuming responsibility for developing detailed knowledge about AWS specific product and features
• Work with AWS teams to drive resolution of issues for customers
• Making sure internal knowledge reference pages are updated

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance with polygraph.

In compliance with the U.S. government requirement that employees of its contractors receive the COVID-19 vaccine if those employees work on or in connection with U.S. government contracts, this position may require that the candidate selected be fully vaccinated against COVID-19. A person is considered fully vaccinated by completing the full regimen of the COVID-19 vaccine (two doses for Pfizer or Moderna and one dose for Johnson & Johnson)

• Experience in leadership and/or account management positions
• A drive to dig into the details of a system or process to solve customer problems
• Proven success in a fast paced support environment
• Demonstrated success driving cross-functional deliverables
• SQL and/or other relational database experience
• Strong fluency with Web Technologies and the Internet
• Understanding of cloud based compute and storage concepts
• Experience taking ownership and driving resolution on escalated customer issues
• Excellent oral and written communication skills
• Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience

What if I’m not an expert in all the preferred qualifications listed on the job description? That’s okay. That’s our preferred list, not a required listed. We hire smart people who can dive deep so we’re more interested in the areas that you do know instead of those you haven’t been exposed to yet.

Amazon Web Services is hiring. For more information please visit: http://aws.amazon.com/careers/

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit US Disability Accommodations.



Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $58,300/year in our lowest geographic market up to $143,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.