Technical Account Manager | Quality, Integration team

Amazon; Região Geográfica Intermediária de São Paulo; Presencial; BRL 60.000 - 100.000; Tempo integral

Resumo da oferta

An innovative company is seeking a Technical Account Manager to enhance quality initiatives within its integration ecosystem. This role is pivotal in analyzing metrics, resolving customer issues, and fostering relationships with various teams. The ideal candidate will be a quick learner with a strong technical background, capable of managing cases from start to finish. This position involves conducting audits, creating dashboards, and implementing feedback programs, ensuring a seamless experience for partners and customers alike. Join a dynamic environment where your contributions will drive significant business growth and customer satisfaction.

Qualificações

• Ability to communicate effectively at both technical and customer levels.
• Knowledge of programming languages and APIs.

Responsabilidades

• Manage and update the team's technical documentation for accuracy.
• Develop and monitor KPIs for integration program performance.
• Lead customer communication during critical events.

Conhecimentos

Effective Communication

Customer Empathy

Technical Aptitude

Programming Languages Knowledge

BI/SQL Knowledge

Descrição da oferta de emprego

Technical Account Manager | Quality, Integration team

Join to apply for the Technical Account Manager | Quality, Integration team role at Amazon.

Description

Are you someone who can make a significant impact on Amazon's ability to support our business growth? Are you comfortable addressing both business and technical issues, as well as analyzing metrics to resolve 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 integration metrics, tickets, and goals, identifying root causes, and implementing solutions internally or with partners.

You will need to build relationships and interact daily with Amazon teams to ensure a positive and timely quality experience. Understanding our APIs (MWS and SP-APIs) and providing guidance to sellers, integrators, or internal teams based on insights from this quality area are essential.

The ideal candidate is a quick learner with high curiosity, capable of owning cases from start to finish, conducting root cause analyses, and suggesting improvements for our roadmap.

Core Responsibilities

• Manage and update the team's technical documentation for accuracy and accessibility.
• Develop and monitor KPIs for the integration program's performance.
• Design and implement quality programs for support tickets and integration processes.
• Create dashboards to monitor API errors and performance.
• Implement feedback programs (NPS) with partners.
• Develop and deliver training and onboarding programs.
• Conduct technical audits with integrators.
• Maintain knowledge of MWS/SP-APIs and integration specifics.
• Understand customer pain points and facilitate effective communication between technical and business teams.
• Lead customer communication during critical events.

Basic Qualifications

• Ability to communicate effectively at both technical and customer levels.
• High customer empathy.
• Strong written and verbal communication skills.
• Technical aptitude and self-motivation to learn.
• 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 Amazon employees to deliver excellent results. If you need workplace accommodations during the application or onboarding process, please visit this link. For regions not listed, contact your Recruiting Partner.

Company: Amazon Serviços de Varejo do Brasil Ltda.

Job ID: A2972022

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology, Consulting, and Engineering

Industries

• Software Development