Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. AWS pioneered cloud computing and never stopped innovating, which is why customers from the fastest-growing startups, the largest Enterprises, and leading government agencies, trust us to power their infrastructure.

MRC is a direct customer engagement arm within the Marketing organization. Our mission is to learn from customers, understand their needs, and educate them about the benefits of AWS services to help them embark on their cloud / AI journey quickly and easily. It is a critical function within the demand progression process, with the objective to profile, nurture, and qualify marketing leads generated from various marketing events, campaigns, and activities.

In this role you will guide your team to programmatically nurture marketing-generated leads, collect customer insights, share voice-of-the-customer intelligence, act as consultants to non-sales ready customers, and ultimately contribute to marketing’s overall mission to drive awareness, consideration and conversion. Additionally, you are responsible for leading, coaching, up-skilling early-career talent, and creating formal career paths that lead to broader marketing, sales, or even technical roles.

You will be an iconic collaborator forging partnerships across the Integrated Demand Center (IDC) teams, Account Based Marketing (ABM) teams, Event teams, regional sales teams, pre-sale technical teams, customer success teams, to help your team create a positive customer experience across all customer-facing channels of AWS. You will work closely with operations to track campaign performance / customer journey data and hold your team to bar-raising productivity and output standards. You will create an innovation-oriented culture within your team, harnessing AI (and other suitable automation technology) to transform customer engagement in line with their needs and catalyze your team’s productivity.

Key job responsibilities
• Earn Trust and Deliver Results: Be a business partner and work closely with sales and marketing stakeholders to achieve unified business goals.

• Dive Deep: Provide regular reporting on MRC performance and metrics to executive stakeholders across marketing / sales, and dive deep into operational data to achieve bar-raising productivity performance, operational excellence, a stellar customer experience, and improved business outcomes.

• Think Big: Be a thought-leader in how AI (and other automation technologies) can simultaneously transform the customer engagement experience and catalyze your team’s productivity. Partner with internal product teams and the MRC productivity acceleration team to create the vision and deliver results fast, using agile methodologies.

• Hire and Develop the Best: Ensure each MRC Rep attains the required development milestones and acquires the necessary skills / competencies. Chart out the long-term path for the MRC Rep to grow and develop a meaningful career at Amazon.

Head of the Marketing Response Center (MRC), NAMER, AWS Marketing