Enterprise Support Manager, CMHK Enterprise Support

Amazon Web Services (AWS) is the worlds leading cloud platform trusted by millions of customers from startups to Fortune 500 enterprises to power their most critical workloads. AWS Enterprise Support provides these customers with a dedicated technical
advisory relationship helping them build operate and optimize on AWS with confidence.

As more enterprises move mission-critical systems to the cloud and adopt Generative AI at scale the role of support leadership is evolving. We need leaders who can bridge technology people and business outcomes not just manage a team but transform how a team works in an AI-augmented world.

As an Enterprise Support Manager in China you will lead a team of Technical Account Managers serving enterprise customers in China.

You will be responsible for driving a new operating model where AI-powered workflows structured SOPs and data-driven decision-making complement deep technical expertise and customer relationships. Your success is measured not by your personal performance but by whether your team can deliver exceptional outcomes independently and sustainably.

You will report directly to the Area Lead and work with a portfolio of strategic enterprise customers in East of China. You will be expected to bring a unique contribution to the broader organization whether thats technical domain expertise a methodology a framework or a capability that makes everyone around you better.


Key job responsibilities
- Lead a team of TAMs supporting enterprise customers with a focus on building team capability rather than personal delivery
- Drive adoption of AI-powered tools and SOPs within your team ensure TAMs are leveraging AI for customer analysis case triage value articulation and proactive engagement
- Provide coaching and feedback loops: review AI/SOP outputs with TAMs identify quality gaps iterate on processes
- Develop and maintain shared knowledge systems (customer context engagement history status) that enable team collaboration and reduce single-point-of-failure risks
- Own the customer relationship at the executive level for assigned accounts serve as the escalation point and strategic advisor
- Partner with Sales counterparts on account strategy renewals and growth opportunities represent Support with credibility and independence
- Identify patterns across your customer portfolio and translate them into scalable improvements (new SOPs playbooks or frameworks)
- Contribute a unique capability to the broader organization beyond your direct team e.g. industry expertise technical domain depth operational methodology or talent development approach
- Ensure team sustainability: your team should be able to operate effectively in your absence

- 5 years experience in technical team leadership or people management in a technology/cloud environment.
- 3 years of customer-facing experience with enterprise customers.
- Track record of building sustainable teams evidence that your teams thrive after transitions. Demonstrated ability to coach and develop technical professionals.
- Strong understanding of cloud computing and at least one technical domain in depth. Experience with AI/ML tools in a professional context not just awareness but hands-on usage of AI for productivity analysis or decision support.
- Excellent communication skills in Mandarin; strong English reading and writing.

- MBA or equivalent business education ability to think about customer value pricing and commercial strategy not just technical.
- Experience designing or implementing operational frameworks SOPs or structured methodologies for technical teams.
- Experience with AWS services across multiple domains. AWS certification (Associate or Professional level).
- Experience with Generative AI tools and their application to knowledge work e.g. AI-assisted analysis automated reporting agent-based workflows.
- Experience in industries relevant to GCR customers (Internet Gaming Financial Services Manufacturing).
- Familiarity with organizational design change management or team transformation initiatives.
- Experience working with cross-functional teams (Sales Solutions Architecture Partner) in a matrixed environment.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.