ESCCE 05-21-24 - Enterprise Support Getting the Most Value | AWS Events

Summary

This video emphasizes the importance of aligning Enterprise Support with business goals through collaboration with technical teams and stakeholders. It highlights the role of Technical Account Managers (TAMs) in customizing support, focusing on cost optimization, and evolving architectures to meet business needs. Key themes include aligning business objectives, just-in-time training, effective communication between executives and operational teams, and strategic planning for long-term success. The video also underscores the flexibility of support tools and services and the need for continuous feedback to improve outcomes and drive business efficiency.

Takeaways

• 😀 Aligning technology support with business objectives is essential for enterprise success.
• 😀 Enterprise support should cater to each customer's unique cloud journey, whether it's a lift-and-shift or full modernization.
• 😀 TAMs (Technical Account Managers) must start by understanding the business goals at a high level to guide technical decisions.
• 😀 A successful engagement with AWS Enterprise Support begins with clear communication and aligning business and technical teams.
• 😀 Training and learning opportunities should be delivered just-in-time to ensure relevance and effectiveness.
• 😀 Optimization is not just about cost-saving but also about making architecture more efficient and aligned with business goals.
• 😀 Security tools and other support services should be customizable to fit the unique needs of each customer.
• 😀 Effective onboarding should include separate meetings with executives and operational teams to set clear expectations and address challenges.
• 😀 TAMs should focus on aligning support efforts with business-driven initiatives and ensure operational teams are prepared for the next steps.
• 😀 Regular strategic business reviews and clear communication help ensure that the value of AWS Enterprise Support is maximized for customers.
• 😀 The scope and depth of engagement with a TAM should be tailored to the customer's specific needs and business timelines.

Q & A

What is the importance of aligning technology discussions with the right stakeholders at the right time?

Aligning technology discussions with the right stakeholders ensures that the business objectives are met at every stage of the project. For example, an organization focused on a 'lift and shift' migration should not be prematurely introduced to complex concepts like microservices, as they may not yet be ready for such advancements. Timing and stakeholder alignment are key to managing expectations and ensuring smooth progress.

How can organizations ensure that their teams fully understand the services they are using?

Organizations should verify the understanding of the services their teams are using through continuous engagement, training, and detailed discussions. While trust is important, having a process in place for verifying the team's knowledge and understanding of the service ensures that they can effectively leverage the service and avoid potential pitfalls.

What is a Learning Needs Assessment and how does it benefit organizations?

A Learning Needs Assessment is a survey that identifies gaps in the team's skills and areas where additional training may be needed. By tailoring training to meet these specific needs and delivering it at the right time ('just-in-time'), organizations ensure that their teams stay up to date with the tools and technologies they need, enhancing their effectiveness and reducing the risk of knowledge gaps.

How does cost optimization go beyond just reducing service costs?

Cost optimization is about aligning savings with broader business goals, such as reinvesting savings into new features, enhancing architecture, or improving operational efficiency. While tools like Reserved Instances (RIs) and Savings Plans (SPs) offer quick wins, true cost optimization may also involve architectural changes, which, although more complex, lead to long-term savings and business improvements.

What are some of the key tools available to support customers in optimizing their cloud architecture?

Key tools include Reserved Instances (RIs), Savings Plans (SPs), and instance scheduling to shut down unused resources. These tools help customers optimize costs by ensuring that they are using resources efficiently. Additionally, technical adjustments in the architecture, such as switching to managed services or adjusting instance sizes, can further enhance cost savings.

Why is it important for TAMs to align with both executive and operational teams during onboarding?

Aligning with both executive and operational teams ensures that the business goals and technical challenges are clearly understood from the start. Executives provide strategic insights, while operational teams share the technical details and challenges. This dual approach helps the TAM tailor support to address both the overarching business objectives and the specific technical needs of the organization.

What is the role of a Technical Account Manager (TAM) in helping businesses achieve their strategic goals?

A TAM helps businesses by aligning their technical initiatives with business goals. By understanding the company's objectives at the highest level and then working with various teams (development, operations, architecture), the TAM ensures that support is focused on the right areas—whether that's optimizing architecture, improving performance, or providing just-in-time training to align with strategic priorities.

How does a TAM approach the engagement process with a new customer?

The TAM's engagement with a new customer typically starts with two initial meetings: one for executives to discuss business objectives and one for the technical team to address operational challenges. This approach ensures that there is alignment between business needs and technical capabilities, setting the stage for a successful collaboration and focused support.

What is the significance of customizing the security tools available to enterprise customers?

Customizing security tools for enterprise customers is crucial because every organization has unique security needs based on their infrastructure, regulatory requirements, and risk profile. TAMs have access to a wide range of security tools and can tailor these solutions to fit the specific challenges and requirements of each customer, ensuring they are well protected.

Why is it important to level-set expectations with customers during the initial TAM engagement?

Level-setting expectations is important because it ensures that both the customer and the TAM are aligned on goals, deliverables, and outcomes from the start. Clear communication about what the customer expects from the engagement helps avoid misunderstandings and ensures that the TAM can deliver value that is both relevant and impactful.