Marketing Response Center Manager, NAMER, Marketing Response Center

Amazon • Austin, TX

9d

About The Position

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted
cloud platform. AWS pioneered cloud computing and never stopped innovating,
which is why customers from the fastest-growing startups, the largest
Enterprises, and leading government agencies, trust us to power their
infrastructure.

MRC is a direct customer engagement arm within the Marketing organization. Our
mission is to learn from customers, understand their needs, and educate them
about the benefits of AWS services to help them embark on their cloud / AI
journey quickly and easily. It is a critical function within the demand
progression process, with the objective to profile, nurture, and qualify
marketing leads generated from various marketing events, campaigns, and
activities.

In this role you are responsible for coaching, up-skilling early-career talent,
and supporting formal career paths that lead to broader marketing, sales, or
even technical roles. You will guide your team to programmatically nurture
marketing generated leads, collect customer insights, share
voice-of-the-customer intelligence, act as consultants to non-sales ready
customers, ultimately contributing to marketing's overall mission to drive
awareness, consideration and conversion of our customers.

You will be a collaborator forging partnerships across the Integrated Demand
Center (IDC) teams, Account Based Marketing (ABM) teams, Event teams, regional
sales teams, pre-sale technical teams, customer success teams, to help your team
create a positive customer experience across all customer-facing channels of
AWS. You will work closely with operations to track campaign performance /
customer journey data and hold your team to high productivity and output
standards. You will foster an innovation-oriented culture within your team,
harnessing AI (and other suitable automation technology) to transform customer
engagement in line with their needs and catalyze your team's productivity.

Requirements

• Experience managing teams
• Experience using data and metrics to drive improvements
• Experience building, executing and scaling cross-functional marketing programs
• Experience working with multiple stakeholders at various levels and in different locales to drive alignment
• 5+ years of professional non-internship marketing experience

Nice To Haves

• Experience using data and metrics to measure impact and determine improvements
• Experience with CRM tools and systems that can be leveraged to drive customer engagement - including but not limited to Adobe, Salesforce, Unica, Marketo, Exact Target, Braze, etc.
• Experience building, executing and scaling digital programmatic campaigns from concept to completion
• Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)

Responsibilities

• Earn Trust and Deliver Results: Be a business partner and work closely with sales and marketing stakeholders to achieve unified business goals.
• Dive Deep: Provide regular reporting on MRC performance and metrics to leadership stakeholders across marketing / sales, and dive deep into operational data to achieve productivity performance, operational excellence, a stellar customer experience, and improved business outcomes.
• Think Big: Be a thought-leader in how AI (and other automation technologies) can simultaneously transform the customer engagement experience and catalyze your team's productivity. Partner with internal product teams and the MRC productivity acceleration team to deliver results fast, using agile methodologies.
• Hire and Develop the Best: Ensure each MRC Rep attains the required development milestones and acquires the necessary skills / competencies. Support the long-term path for the MRC Rep to grow and develop a meaningful career at Amazon.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed