Financial Account Manager, Billing and Accounts, AWS Customer Service - Concierge

The AWS Customer Service team provides support to a wide range of external customers helping them understand the benefits and capabilities of the AWS’s Cloud Computing Services. The Concierge team focuses on assisting customers with account and billing related inquiries, and interfaces with internal Amazon organizations to provide the perspective of the Voice of the Customer.
As a Finance (Billing and Accounts) Manager, you'll engage with a selected group of Enterprise Support Customers. You will deal with advanced customer requests while having access to Senior Concierge resources to expedite issue resolution and strategic engagement, providing Subject Matter Expert level training, escalation support and deep dive analysis. You will address their most impactful billing and account issues by driving scalable and long-term solutions for their successful financial cloud journey. You will also own the Accounts & Billing strategy for your customers from end to end, demonstrating the highest level of Ownership to work backwards from the customers’ needs and execute their vision. In addition, you will facilitate cross functional stakeholder meetings with AWS Enterprise teams including Technical Account Managers, Sales and Solution Architects. You will use your expertise to identify continuous improvement opportunities, program manage Enterprise offerings, and leverage the Voice of the Customer to drive global strategic solutions.


Key job responsibilities
Your responsibilities will include, but will not be limited to:

· Building close relationships with your customers to understand their business/operational needs and technical challenges
· Delivering the Accounts and Billing section of the yearly Customer Support Strategy doc, defining appropriate S.M.A.R.T. goals on a monthly basis.
· Resolving high severity and visibility emerging issues such as executive escalations and AWS organization billing related matters.
. Advocating on behalf of the customers with Senior-level stakeholders to resolve immediate pain, drive continuous improvement initiatives, and pursue long-term solutions that enhance the Accounts and Billing experience
· Driving accountability among all internal stakeholders contributing to the customers’ financial health.
. Owning financial status communications with the Customer and internal teams
· Lead and manage projects and/or portions of projects to improve internal and external experience
· Evaluating requests such as multi-account recovery and access management, large architecture cost optimization, reserved instance analysis and others
· Analyzing customer usage patterns and recommending the right methods for cost-effective service operations
· Providing onsite customer support and/or handling critical conference calls with customers and support teams
· 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


About the team
About AWS

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