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

$110,700 - $191,300/Yr

Amazon - Arlington, VA

Full-time - Mid Level

Arlington, VA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Finance (Billing and Accounts) Manager at AWS Customer Service will engage with Enterprise Support Customers to address advanced billing and account inquiries. This role involves driving scalable solutions for customer financial journeys, managing account strategies, and facilitating cross-functional stakeholder meetings. The manager will advocate for customers, resolve high-severity issues, and leverage customer feedback to enhance the billing experience.

Responsibilities

• Building close relationships with customers to understand their business and technical challenges.
• Delivering the Accounts and Billing section of the yearly Customer Support Strategy document, defining appropriate S.M.A.R.T. goals monthly.
• Resolving high severity and visibility emerging issues such as executive escalations and AWS organization billing matters.
• Advocating on behalf of customers with Senior-level stakeholders to resolve immediate pain points and drive continuous improvement initiatives.
• Driving accountability among internal stakeholders contributing to customers' financial health.
• Owning financial status communications with customers and internal teams.
• Leading and managing projects to improve internal and external experiences.
• Evaluating requests such as multi-account recovery and access management, large architecture cost optimization, and reserved instance analysis.
• Analyzing customer usage patterns and recommending cost-effective service operations methods.
• Providing onsite customer support and handling critical conference calls with customers and support teams.
• Actively seeking solutions to customer needs and communicating trends to leadership.
• Assisting with Enterprise customer communication during AWS critical launches and support events.
• Developing detailed knowledge about AWS specific products and features.

Requirements

• 6+ years of technical experience working with computer systems and multiple technology domains.
• 6+ years of Customer Service and/or Account Management experience in a technical environment.
• BS/BA degree and/or a combination of related experience plus certifications.

Nice-to-haves

• Program management experience with the ability to balance multiple projects.
• Experience in consultative roles.
• SQL and/or another relational database experience.
• Expert fluency with Web Technologies and the Internet.
• Working knowledge of cloud-based computing and storage concepts.
• Lean Six Sigma or other project management certification.
• AWS Cloud Practitioner and/or Solutions Architect Certification.

Benefits

• Comprehensive medical, financial, and other benefits.
• Equity and sign-on payments as part of total compensation package.