Enterprise Support Manager, CMHK Enterprise Support

Amazon Web Services (AWS) is the world's leading cloud platform, trusted by millions of customers — from startups to Fortune 500 enterprises — to power their most critical workloads. AWS Enterprise Support provides these customers with a dedicated technical
advisory relationship, helping them build, operate, and optimize on AWS with confidence.

As more enterprises move mission-critical systems to the cloud and adopt Generative AI at scale, the role of support leadership is evolving. We need leaders who can bridge technology, people, and business outcomes — not just manage a team, but transform how a team works in an AI-augmented world.

As an Enterprise Support Manager in China, you will lead a team of Technical Account Managers serving enterprise customers in China.

You will be responsible for driving a new operating model where AI-powered workflows, structured SOPs, and data-driven decision-making complement deep technical expertise and customer relationships. Your success is measured not by your personal performance, but by whether your team can deliver exceptional outcomes independently and sustainably.

You will report directly to the Area Lead and work with a portfolio of strategic enterprise customers in East of China. You will be expected to bring a unique contribution to the broader organization — whether that's technical domain expertise, a methodology, a framework, or a capability that makes everyone around you better.

• Key job responsibilities
• Lead a team of TAMs supporting enterprise customers, with a focus on building team capability rather than personal delivery
• Drive adoption of AI-powered tools and SOPs within your team — ensure TAMs are leveraging AI for customer analysis, case triage, value articulation, and proactive engagement
• Provide coaching and feedback loops: review AI/SOP outputs with TAMs, identify quality gaps, iterate on processes
• Develop and maintain shared knowledge systems (customer context, engagement history, status) that enable team collaboration and reduce single-point-of-failure risks
• Own the customer relationship at the executive level for assigned accounts — serve as the escalation point and strategic advisor
• Partner with Sales counterparts on account strategy, renewals, and growth opportunities — represent Support with credibility and independence
• Identify patterns across your customer portfolio and translate them into scalable improvements (new SOPs, playbooks, or frameworks)
• Contribute a unique capability to the broader organization beyond your direct team — e.g., industry expertise, technical domain depth, operational methodology, or talent development approach
• Ensure team sustainability: your team should be able to operate effectively in your absence

Basic Qualifications

• 5+ years experience in technical team leadership or people management in a technology/cloud environment.
• 3+ years of customer-facing experience with enterprise customers.
• Track record of building sustainable teams — evidence that your teams thrive after transitions. Demonstrated ability to coach and develop technical professionals.
• Strong understanding of cloud computing and at least one technical domain in depth. Experience with AI/ML tools in a professional context — not just awareness, but hands-on usage of AI for productivity, analysis, or decision support.
• Excellent communication skills in Mandarin; strong English reading and writing.

Preferred Qualifications

• MBA or equivalent business education — ability to think about customer value, pricing, and commercial strategy, not just technical.
• Experience designing or implementing operational frameworks, SOPs, or structured methodologies for technical teams.
• Experience with AWS services across multiple domains. AWS certification (Associate or Professional level).
• Experience with Generative AI tools and their application to knowledge work — e.g., AI-assisted analysis, automated reporting, agent-based workflows.
• Experience in industries relevant to GCR customers (Internet, Gaming, Financial Services, Manufacturing).
• Familiarity with organizational design, change management, or team transformation initiatives.
• Experience working with cross-functional teams (Sales, Solutions Architecture, Partner) in a matrixed environment.

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