Customer Success Manager, Amazon Shipping

About the role

Amazon Shipping is going through an exciting period of growth, broadening the geographies and simplifying the support experience we offer our shipper partners today. We’re passionate about providing a high level of service to both our shipper base, ensuring that every interaction we have is a success. To help driving this growth, we are looking to hire a Customer Success Manager to join the Differentiated Support Team.

Responsibilities

• Responsible for owning end to end Shipper experience for multiple high ADV shippers capturing thematic pain points and defects from multiple listening channels
• Systematically escalate problems or variance in the information and data to the relevant owners, teams and follow through on the resolutions to ensure they are delivered
• Educate shippers on tools, policies, processes, and relevant self solve opportunities through Amazon help pages and products
• Ability to pull data from numerous databases (using Excel, Access, SQL (Structured Query Language) and/or other data management systems) and to perform ad hoc reporting and analysis as needed
• Prioritize and drive key quality-oriented short and long-term resolutions for Shippers and internal partner teams (CO/SPS/ROC/ATS) along with Product, Program and Operations teams to raise the bar on the quality of our service
• Continual, tactical communication and problem solving along with developing effective and repeatable listening mechanisms to capture Shipper sentiment and feedback
• Dive deep contact trends to identify issues root causes and develop actionable solutions to improve Shipper Experience
• Work cross-functionally with Business, Product and Operations teams to ensure development and implementation of new solutions as per timelines

Requirements

• Experience with strong project management skills and the ability to thrive in a fast-paced environment
• Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products

Qualifications

• Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems
• Experience with Excel including complex formulas, pivot tables, and data manipulation

Benefits