Sr. Technical Account Manager, Devices and Services Enterprise Support (DES)
About The Position
We are looking for a Sr. Technical Account Manager to serve as the technical advisor and trusted advocate for Devices & Services Enterprise Support (DES) most strategic enterprise partners. This is not a sales role - it is an opportunity to be the "voice of the partner" within the Devices & Services (D&S) organization, providing proactive, relationship-driven technical support to partners with complex, business-critical deployments. As a Sr. TAM, you will develop deep knowledge of your assigned partners' technical environments, business objectives, and integration architectures. You will proactively identify risks before they become cases, coordinate escalations end-to-end, and provide strategic technical guidance that goes beyond reactive troubleshooting. You will work closely with DES Support Engineers, Program Managers, and cross-functional teams including Product, Engineering, Business Development, and Solution Architecture. TAMs own complex partner relationships, lead initiatives to raise the bar for the TAM function, and provide direct input into DES's Enterprise support and monetization strategy.
Requirements
- 4+ years of management of technical, enterprise customer facing resources or equivalent experience
- Experience in specific technology domain areas like software development, cloud computing, systems engineering, infrastructure, security, networking, data and analytics
- Experience conveying complex technical concepts to both technical and business audiences
- Experience managing complex, multi-stakeholder technical relationships with enterprise customers or partners
Nice To Haves
- 4+ years of professional work experience, or experience handling customer escalations
- Experience in the IoT, smart home, voice assistant, or connected devices ecosystem
- Familiarity with Amazon Devices & Services products (Alexa, ASP, Smart Home APIs, Skills Kit)
- Track record of proactively identifying and resolving systemic technical issues before customer impact
Responsibilities
- Serve as the dedicated technical point of contact and trusted advisor for assigned high-value enterprise partners, developing deep understanding of their technical environments and business objectives
- Conduct proactive technical reviews of partner support history, open cases, and integration health - identifying issues before they become cases
- Deliver periodic partner health reports summarizing case activity, resolution trends, known issues, and upcoming changes
- Own escalation coordination end-to-end for assigned partners, ensuring partner awareness, status tracking, and resolution through Amazon engineering teams
- Provide strategic technical guidance on best practices, architecture, and integration strategies beyond reactive troubleshooting
- Facilitate partner onboarding, certification, and product launches with hands-on technical support
- Represent the partner's technical needs within DES and to Line of Business (LOB) engineering teams — acting as the partner's internal advocate
- Participate in partner calls alongside Solution Architects and Business Developers to assist with technical queries
- Collaborate with DES members to align on partner health and satisfaction, ensuring a unified partner experience
- Contribute technical content and partner-specific insights to Quarterly Business Reviews (QBRs) and partner reviews
- Raise the bar for the TAM function by improving processes, developing playbooks, and mentoring other team members
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
- sign-on payments
- restricted stock units (RSUs)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
