Customer Success Manager, Amazon Shipping

Amazon Inc.; Tempe (AZ); On-site; USD 80,000 - 140,000; Full time

Job summary

Amazon Shipping is seeking a Customer Success Manager to own the end-to-end Shipper experience for high daily volume partners. You will analyze data across multiple sources, educate shippers on tools and processes, and drive quality resolutions with cross-functional teams to raise service levels.

You will collaborate with Product and Operations to implement new solutions and improve first-time resolution while managing workflows and communicating insights to stakeholders.

Qualifications

• Experience with strong project management in a fast-paced environment.
• Experience building customer relationships and increasing adoption of company products.
• Experience using data analysis, reporting, and forecasting to guide business decisions.

Responsibilities

• Own end-to-end Shipper experience for multiple high-ADV shippers and capture pain points from listening channels.
• Escapes problems or data variances to relevant owners and follows through on resolutions.
• Educate shippers on tools, policies, processes, and self-solve opportunities via help pages and products.
• Pull data from databases (Excel, Access, SQL or other systems) and perform ad hoc reporting and analysis.
• Prioritize and drive quality-oriented short and long-term resolutions with cross-functional teams (CO/SPS/ROC/ATS).
• Maintain continual, tactical communication and develop listening mechanisms to capture shipper sentiment and feedback.
• Dive deep into contact trends to identify root causes and develop actionable solutions.
• Work cross-functionally with Business, Product and Operations teams to implement new solutions.

Skills

Project management

Customer relationships

Data analysis

Stakeholder communication

Tools

SQL

Excel

Job description

Description

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.

As a Customer Success Manager with Amazon Shipping, you will work with Amazon’s top shippers contributing to high ADV (average daily volume) and leverage partner teams across CO/SPS/ROC/ATS to provide a holistic resolution across common themes encompassing onboarding, pickup issues, claims and tracking amongst others. You will be a single point of contact for our shipping partners and you will provide data driven strategic insights and ensure high operational standards. Your personal engagement, relationship building, and analytical skills are key to developing a trusted advisory relationship to guide and influence shippers to achieve FTR (first time resolution) while also maintaining a high bar on CPS (contacts per shipment) and SL (Service Levels) across all contact mediums.

Key job 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 escape 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

Basic Qualifications

• 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

Preferred 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, AZ, Tempe - 80,000.00 - 140,000.00 USD annually