Customer Success Manager, Amazon Robotics Customer Experience Team

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

A forward-thinking company is seeking a Customer Success Manager to enhance customer experiences through innovative robotics solutions. This role involves collaborating with various teams to optimize robotic technology and processes, ensuring effective utilization of systems to boost performance and satisfaction. The ideal candidate will have a strong background in technical project management and customer engagement, with a passion for problem-solving and data-driven insights. Join a dynamic team that thrives on collaboration and innovation, making a significant impact in a rapidly evolving environment.

Qualifications

• Experience in customer-facing roles with executives and technologists.
• Proven results in leading large-scale technical programs.

Responsibilities

• Monitor operational performance and implement solutions.
• Coach site managers on best practices and system usage.

Skills

Customer Engagement

Technical Project Management

Data Analysis

Problem Solving

Communication

Education

Bachelor's degree in STEM or Business

Tools

SQL

Amazon QuickSight

Tableau

Job description

Customer Success Manager, Amazon Robotics Customer Experience Team, London

Client:

Amazon EU SARL (UK Branch) - D67

Location:

London, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

c5442f372a2d

Job Views:

2

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Amazon Robotics (AR). We are a team of innovators working passionately to apply advances in robotics hardware and software to transform customer experiences. We invent new improvements daily and support operational excellence across our sites.

The Customer Success Manager (CSM) collaborates with various teams within Amazon Robotics to support site operations. The CSM supports coaching site leadership on best practices regarding the use of Amazon Robotics products, systems, and tools.

As a CSM, you will work directly with operations leadership at Amazon Fulfillment and Sort Centers to optimize robotic technology and processes. Your role involves identifying operational pain points, translating them into improvement opportunities, and influencing product and process enhancements to boost system performance and customer satisfaction. You will work cross-functionally with engineering, product, deployment, and support teams to ensure effective utilization of Amazon Robotics technologies.

You will leverage your technical skills, program management, organizational change management, and communication abilities to align support initiatives. You will own and execute support models that span technical, operational, organizational, and educational domains, across multiple teams and levels.

We value critical thinking, self-motivation, and the ability to thrive in ambiguous environments. Attention to detail combined with big-picture thinking is essential. As a team player, you should use data-driven insights, communicate effectively, and be passionate about delivering customer-centric solutions.

Key responsibilities include:

1. Monitoring operational performance, identifying issues, and implementing solutions.
2. Developing mechanisms to scale support with the expanding AR network and fostering innovation.
3. Facilitating rollout of new robotic technologies and supporting scalability initiatives.
4. Gathering customer feedback to influence product development.
5. Coaching site managers on AR best practices and system usage.
6. Travel expectations: ~30-35%.

About the team:

The CSM team aims to achieve optimal AR system performance through workflow improvements, operational tools, and capacity-building initiatives. During high-volume events, the team collaborates on readiness plans, performance improvement, and communication with site operations leadership, AR leadership, and product teams.

Basic qualifications:

• Bachelor's degree in science, technology, engineering, math, business, or equivalent.
• Experience in customer-facing roles engaging with executives and technologists to solve business problems with advanced technologies.
• Experience leading large-scale technical or engineering programs with proven results.
• Experience in technical project management and field rollout in Fulfillment or Sort Centers.

Preferred qualifications:

• PMP, SCRUM/Agile, or SAFe certification.
• Knowledge of data analytics tools like SQL, and visualization platforms such as Amazon QuickSight or Tableau.
• Ability to perform statistical analysis on datasets to derive insights.

Please note that a valid work permit may be required if you are not a passport holder of the country for the vacancy. For more information, visit our Blog.

Applications should be submitted via the 'Apply now' button. Do not include bank or payment details in your application. All applications are managed through our official channels.

Created on 26/04/2025 by TN United Kingdom