Principal Product Manager, Support Services - AWS Elemental Customer Success

Job description

DESCRIPTION

AWS Elemental is an Amazon Web Services company that combines deep video expertise with the power and scale of the cloud. We are looking for a Product Manager to join our growing Customer Success team to drive the strategy and design of media-focused support & operations services, including core product support and onboarding services. These are critical components to the success of AWS Elemental customers, given the complex nature of broadcast-quality video solutions. The team is expanding the set of advanced services tailored to enterprise media workflows and we are looking for a lead who will deeply understand customer needs, to define services that create strong customer value. This is a dynamic, high-impact, and cross-functional role in a rapidly growing company with excellent opportunities for career growth.

As the Principal Product Manager, Support Services, you will own the responsibility of providing our customers the means to achieve the best video delivery experience possible, helping to drive growth of new customers and expand usage for existing customers. You will also be responsible for ensuring we have a set of support services that ensure AWS Elemental is competitive in all aspects of cloud-based video delivery. To achieve those goals, you will ensure alignment between Customer Success and other internal teams, including AWS Elemental management, software product management, engineering, sales, marketing, and support, and representing us to customers and industry leaders.

Specific responsibilities include the following:
· Drive the product strategy for AWS Elemental support products and services focused on advanced services for enterprise media customers, including workflow support and technical account management services
· Manage the entire product life cycle from strategic planning to tactical execution
· Launch the vision, product strategy and road map for our products
· Work with key stakeholders in the company to execute on the vision, e.g. sales, product, engineering
· Define requirement documents based on knowledge of the onboarding and operational support needs of the enterprise media market segment
· Develop the go-to-market and enablement plans, working to ensure that AWS Elemental sales teams have what they need to be successful
· Develop campaigns to create awareness and increase service adoption for the target market segments
· Drive sales by leading calls with key customers, creating tools to support the success of the AWS Elemental sales team, and identifying opportunities to increase customer success
· Establish goals and review metrics to identify opportunities and execute on service delivery
· Research and identify new opportunities for AWS Elemental to innovate on behalf of our customers
Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

Desired profile

BASIC QUALIFICATIONS

· 3+ years in the media & entertainment industry
· 5+ years in setting product definitions and roadmaps
· 5+ years of product management experience
· 3+ years working in a Customer Success, Support, Professional Services, or Managed Services team