Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Elise O’Sullivan

Leander

Summary

Dynamic leader with extensive experience at Amazon Web Services, driving team performance and customer success. Expertise in technical account management and business strategy development, resulting in the formation of a high-performing team of over 60. Enhanced customer experience and achieved significant revenue growth through effective stakeholder engagement and process improvement.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Snr Enterprise Support Manager / Enterprise Support Manager / Technical Account Management

Amazon Web Services, Inc
09.2020 - Current
  • Built strategic direction, leading and growing Independent Software Vendor (ISV) segment for NAMER Industry Solutions and Private Equity Enterprise Support that supports an Annual Recurring Revenue (ARR) of over $1.5B.
  • Built a team of over 60 team members consisting of Enterprise Support Managers and Technical Account Managers, that own the customer experience on AWS.
  • Own hiring, onboarding / training, ongoing development and performance management for my team.
  • Developed 7 Individual Contributors (ICs) into Managers and promoted 12 ICs.
  • Developed framework to improve the customer experience for AWS planned service changes, which is now a global program in Enterprise Support.
  • Contributor to process that notifies Technical Account Managers and customers of critical impacting service events. Summarized and communicated critical customer impact to Service Team VPs and AWS leadership.
  • Work backwards to help customers achieve their business needs on AWS. Cost Optimization, Solution Architectural guidance, Business strategy, etc.
  • Manage critical customer escalations. Understand customer business impact and sentiment, while also engaging with internal teams to drive resolution.

Enterprise Support Manager

Amazon Web Services EMEA SARL UK Branch
06.2019 - 09.2020
  • Lead a team of up to 20 employees as part of the UK and Ireland Enterprise Support teams.
  • Engaged with UK’s largest enterprise customers to make sure their business needs on AWS were being met.
  • Helped grow the Enterprise Support team in the UK from 39 to 60 employees in 2020.
  • Successfully promoted 3 employees to Senior roles.
  • Managing team and individual performance, providing regular reviews and guidance to the team.
  • Built an EMEA Recruitment dashboard in Quicksight to help focus recruitment activities based on demand.
  • Organized and ran a recruitment networking session with Solution Architecture and Professional Services – led to 2 hires to UK Enterprise Support.

Snr Technical Account Manager / Enterprise Support Lead

Amazon Web Services Australia Pty Ltd
07.2016 - 06.2019
  • Filled Enterprise Support Manager role from January – June 2019 when former Manager moved into a new role.
  • Lead a team of 14 people across Brisbane, Canberra, Perth and Adelaide.
  • Managing team and individual performance, providing regular reviews and guidance to the team.
  • Was an Enterprise Support Lead from November 2017, duties included:
  • From November 2017 – March 2018 back-filled for Manager while he was seconded to manage the South Korean team. During this time had to lead a team of 10 across Brisbane, New Zealand and Canberra.
  • Grew the Enterprise Support team in the Brisbane, New Zealand, Canberra, Perth and Adelaide from 7 to 20 employees.
  • Engaged with Australia’s largest enterprise and public sector customers to make sure their business needs on AWS were being met.
  • Mentored peer on promotion to a senior role.
  • Identified opportunities for an XXL customer to reduce their average increased yearly spend. Working with the customer, we were able to increase their customer base by 40%, while their average spend only increased by 3%.
  • Moved XL customer’s first material workload to AWS.

AWS Technical Service Delivery Manager

Rackspace UK
10.2015 - 07.2016

Infrastructure Engineer

Tatts Group
08.2015 - 09.2015

Technical Lead

Melbourne IT
09.2010 - 08.2015

Systems Engineer

WebCentral (acquired by Melbourne IT)
09.2001 - 08.2010

Education

Diploma of Information Technology - Applications Programming

TAFE Queensland Brisbane
Brisbane, Queensland, Australia
01.2000

Skills

  • Team building and performance management
  • Technical account management
  • Stakeholder engagement and process improvement
  • Business strategy development
  • Documentation expertise
  • Team development

Certification

· Amazon Web Services Certified

Security - Specialty

Solution Architect – Professional

Solution Architect – Associate

DevOps Engineer – Professional

Developer – Associate
SysOps – Associate

Cloud Practitioner

AI Practitioner

· Microsoft Specialist

Implementing Microsoft Azure Infrastructure Solutions

· Microsoft Certified Solutions Associate

Windows Server 2012

Windows Server 2008

· Microsoft Certified IT Professional

Server Administrator on Windows Server 2008 Enterprise Administrator on Windows Server 2008

Timeline

Snr Enterprise Support Manager / Enterprise Support Manager / Technical Account Management

Amazon Web Services, Inc
09.2020 - Current

Enterprise Support Manager

Amazon Web Services EMEA SARL UK Branch
06.2019 - 09.2020

Snr Technical Account Manager / Enterprise Support Lead

Amazon Web Services Australia Pty Ltd
07.2016 - 06.2019

AWS Technical Service Delivery Manager

Rackspace UK
10.2015 - 07.2016

Infrastructure Engineer

Tatts Group
08.2015 - 09.2015

Technical Lead

Melbourne IT
09.2010 - 08.2015

Systems Engineer

WebCentral (acquired by Melbourne IT)
09.2001 - 08.2010

Diploma of Information Technology - Applications Programming

TAFE Queensland Brisbane

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