Sr. Technical Account Manager, Devices and Services Enterprise Support (DES)

Amazon

BELLEVUE, WA

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JOB DETAILS

SKILLS

Alliance/Partner Management, Amazon Alexa, Application Programming Interface (API), Artificial Intelligence (AI), Awareness Tracking, Best Practices, Business Development, Channel Support, Cloud Computing, Conveyancing, Cross-Functional, Customer Escalations, Customer Relations, Data Analysis, Data Encryption Standard (DES), Ecosystems, Enterprise Architecture, Identify Issues, Internet of Things, Mentoring, Microsoft Active Server Page (ASP), Needs Assessment, Onboarding, Problem Solving Skills, Process Improvement, Product Engineering, Product/Service Launch, Risk Analysis, Sales Management, Smart Homes, Software Development, Strategic Planning, Systems Engineering, Team Lead/Manager, Technical Delivery, Technical Leadership, Technical Strategy, Technical Support, Technical Writing, Trend Analysis

LOCATION

BELLEVUE, WA

POSTED

30+ days ago

Description 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. Key job 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 A day in the life You will provide advocacy and strategic technical guidance to proactively keep partner implementations operationally healthy. The close relationships developed with your partners will allow you to understand their business needs and technical challenges. Those business needs and technical challenges will serve as input into internal discussions with cross-functional teams where you will develop a strategy to deliver value for your partners. About the team Devices and Services Enterprise Support (DES) is a dynamic global team delivering specialized technical support to enterprise partners building innovative solutions with Amazon's voice technologies. We tackle complex, mission-critical challenges daily - from troubleshooting sophisticated multi-device integrations in hospitality and senior living to providing architectural guidance for custom enterprise implementations. Our team works directly with major enterprises, solving unique technical problems across Amazon's device portfolio while building deep expertise in voice AI, smart home, and IoT technologies. It's a fast-paced, technically diverse work where every challenge is different. Basic Qualifications - 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 Preferred Qualifications - 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 Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, BELLEVUE - 92,300.00 - 160,000.00 USD annually USA, WA, Bellevue - 92,300.00 - 160,000.00 USD annually USA, WA, Seattle - 92,300.00 - 160,000.00 USD annually

About the Company

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

FOUNDED

1994

WEBSITE

http://Amazon.com/militaryroles