We’re seeking a Technical Account Manager (TAM) to join the Amazon Publisher Services (APS) team to support industry-leading solutions for enterprise publishers. In this role, you will develop and deepen long-term relationships with clients through activities including: onboarding and implementation, technical support and troubleshooting, consulting on ad ops best practices, and serving as a point of escalation within APS. Your technical acumen and customer-facing skills will enable you to effectively represent APS within a customer’s environment, and drive discussions with senior leadership regarding incidents, trade-offs and risk management. You will provide advocacy and strategic technical direction to help plan and build solutions for internal and external customers. The close relationships developed with your customers will empower you to understand their business/operational needs and technical challenges so you can help customers achieve the greatest value from APS.
In this organization you’ll experience the benefits of working in a dynamic, entrepreneurial environment, while leveraging the resources of Amazon.com (AMZN), one of the world's leading companies. We provide a highly customer-centric, team-oriented environment in our offices located in Palo Alto.
Responsibilities: · Own relationships with enterprise customers and provide high-touch support for marquee accounts · Serve as the primary point of contact for technical issues; communicate, triage, and manage open tickets to resolution · Provide publishers onboarding support, education, product usage consultation, and industry best practices to ensure customer success · Own system stability for Transparent Ad Marketplace and drive resolution for issues between publishers and third party partners · Define and improve SOP workflows and tools for the AM team to proactively identify system wide issues · Investigate and work directly with engineers to help troubleshoot customer challenges · Translate publisher feedback into product requirements and help guide the overall direction of the program working with cross functional teams (Product Management, Engineering, and Analytics) · Manage technical configuration within Salesforce
· Understanding of publisher monetization strategies, programmatic advertising, and header bidding. · Ability to aggregate and analyze data to assess performance drivers and identify insights. · Customer-driven product thinking and ability to identify and prioritize product requests. · Strong verbal and written communication skills, ability to effectively communicate across a broad range of technical and non-technical stakeholders. · Proactive attitude with excellent project management, organizational, and analytical skills.
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation