Technical Account Manager | Quality, Integration team

Amazon; São Paulo; Presencial; BRL 60.000 - 100.000; Tempo integral

Resumo da oferta

An established industry player is looking for a Technical Account Manager to enhance quality initiatives within their integration ecosystem. This role requires a blend of technical aptitude and customer empathy, focusing on analyzing integration metrics and providing guidance to partners. You will be responsible for managing documentation, developing KPIs, and creating dashboards to monitor API performance. If you're a quick learner with a passion for problem-solving and customer success, this is the perfect opportunity to make a significant impact in a dynamic environment.

Qualificações

• Strong communication skills for technical and customer interactions.
• Ability to learn independently and manage technical projects.

Responsabilidades

• Manage and update technical documentation for accuracy.
• Develop KPIs to monitor integration program performance.
• Conduct root cause analysis and suggest improvements.

Conhecimentos

Technical communication

Customer empathy

Written and oral communication

Programming languages knowledge

API knowledge

BI/SQL knowledge

Descrição da oferta de emprego

Technical Account Manager | Quality, Integration team

Are you someone who can make a significant impact on Amazon's ability to support our business growth? Are you comfortable diving into business and technical issues as well as analyzing metrics to solve customer problems? If so, this position is for you.

We are seeking a Technical Account Manager to support our quality initiatives within the integration ecosystem involving Marketplace Hubs (Integrators), partners, and Amazon's marketplace in Brazil. The role involves analyzing a variety of integration metrics, tickets, and goals to identify root causes and implement the best solutions, either internally or with our partner Integrators.

You will need to build relationships and interact daily with Amazonians to create a positive and timely quality experience. A solid understanding of our integration APIs (MWS and SP-APIs) is essential, as well as providing business and technical guidance to sellers, Integrators, or internal teams based on your findings.

The ideal candidate is a quick learner with high curiosity about technical and customer issues, owning cases until resolution. Responsibilities include conducting root cause analysis and suggesting improvements for our roadmap.

Core responsibilities include:

1. Managing and updating the team's technical documentation for accuracy and accessibility
2. Developing and implementing KPIs to monitor the performance of the integration program
3. Structuring and executing quality programs for support tickets and integration processes
4. Creating dashboards to monitor API errors and performance
5. Implementing feedback programs (NPS) with partners
6. Developing training and onboarding programs
7. Conducting technical audits with integrators
8. Maintaining knowledge of MWS/SP-APIs and integration specifics
9. Understanding customer pain points and effectively communicating between technical and business teams
10. Leading customer communication during critical events

Basic qualifications:

• Ability to communicate effectively at both technical and customer levels
• High customer empathy
• Strong written and oral communication skills
• Technical aptitude and eagerness to learn independently
• Knowledge of programming languages and APIs
• Knowledge of BI/SQL
• Proficiency in English

Preferred qualifications:

• Experience managing and troubleshooting technical and integration projects
• Understanding of eCommerce and B2B communication protocols (XML, Webservices)

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you need workplace accommodations during the application, interview, or onboarding process, please visit this link. Amazon is an equal opportunity employer and does not discriminate based on protected veteran status, disability, or other legally protected categories.