Sr. Technical Account Manager, Media Specialist
DESCRIPTION
Media Specialist TAMs work across all AWS Elemental media products and apply their product knowledge to key customer projects during the specification, development, deployment and acceptance phases to deploy video workflows.
Media Specialist TAMs work hand-in-hand with Media Specialist Solutions Architecture (SA) teams in AWS Sales, with Media Specialist SAs working to understand customer needs and design relevant media solutions, Media Specialist TAMs also work closely with customers to move those solutions from conceptual design to long-term production operations. When customized solutions are needed, the Media Specialist TAM may also work closely with AWS Professional Services by representing the operational needs of the customer and aligning with the capabilities of AWS Support. While a Media Specialist TAM is not expected to develop software, a software development background is valuable in helping understand complex customer needs and drive software solutions.
Media Specialist TAMs take overall ownership of the long-term operational health of their deployed solutions and, by extension, significantly contribute to the overall success of their assigned customers. Media Specialist TAMs will also work closely with AWS Support TAMs, who will have overall TAM responsibility for AWS Enterprise Support customers. Most importantly, Media Specialist TAMs recognize that long-term customer success depends on on-going support and deep domain-focused guidance throughout the lifespan of the customer.
As a Senior Media Specialist TAM, you will:
- Complete the onboarding and off-boarding requirements of assigned key customers
- Own customer health dashboards for media workflows, working closely with the AWS TAMs and Technical Project Manager where assigned
- Work across AWS Elemental products and with AWS Solutions Architects to define detailed customer project requirements and scope feature tickets
- Interface with customer project managers and technical owners to understand requirements and deliver product releases
- Collaborate with Product Managers to prioritize customer requirements, advocating for the customer
- Work with Engineering managers to ensure delivery of product features to meet customer requirements
- Advocate, specify, and own the availability of customer test environments either at AWS Elemental HQs or at customer location
- Verify implemented product features and test multi-product customer project workflows
- Communicate with customers and internally across, up, and down customer organizations
- Mentor junior Media Specialist TAMs and Engineers
- Define and implement team level metrics and processes
Open to candidates in both Singapore and Australia.
BASIC QUALIFICATIONS
- A Bachelor’s Degree in Computer Science, Math, or related discipline required, or equivalent work experience
- 2+ years experience using the public cloud as a developer, architect, technical program manager or implementer
- 4+ years technical project management, technical account management, or professional services consulting experience that includes customer-facing responsibilities
- 2+ years experience (and demonstrated credibility) working in a technical role within a software engineering-focused business
- 3+ years experience in the Media & Entertainment market segment
PREFERRED QUALIFICATIONS
- Experience in a 24x7 operational services or support environment
- Experience in internal enterprise or external customer-facing environment as a technical lead
- Ability to travel domestically up to 20-30%
- Excellent communication and leadership skills including facilitation, negotiation, and conflict resolution
- Ability to understand and communicate business and technical needs
- 4+ years software engineering experience
- Video processing technologies (MPEG2 / AVC/ HEVC/ MPEGTS)
- Adaptive bitrate video streaming and delivery technologies
- Experience with Amazon Web Services or other cloud providers
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