Sales Ops Partner, Customer Success, Kuiper Commercial Revenue Operations

Amazon; Redmond (WA); On-site; USD 80,000 - 120,000; Full time

Job summary

Join an innovative team dedicated to enhancing customer success for Project Kuiper, an initiative aimed at bridging the digital divide through satellite technology. As a Sales Ops Partner, you'll play a crucial role in scaling operations, driving customer adoption, and enhancing lifetime value. This position offers the opportunity to collaborate across various teams, tackle strategic challenges, and utilize data-driven insights to inform decision-making. If you're passionate about customer-centric solutions and thrive in a dynamic environment, this role is perfect for you. Be part of a mission that aims to provide fast, affordable broadband to underserved communities worldwide!

Qualifications

• 5+ years of experience in sales operations or equivalent.
• Experience defining and implementing sales processes.

Responsibilities

• Develop processes for B2B Customer Success and improve renewal rates.
• Monitor customer health metrics and advocate for improvements.

Skills

Sales Operations

Data Analysis

Customer Success Management

Strategic Initiative Leadership

Education

Bachelor's degree or equivalent

Tools

Salesforce

Business Intelligence Tools

Job description

Sales Ops Partner, Customer Success, Kuiper Commercial Revenue Operations

Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

The Sales Operations, Customer Success leader will be key in scaling our operations for Project Kuiper. They will support the Customer Success organization to expedite "time to value", increase "lifetime value", and ensure proactive and reactive motions to drive adoption, retention, and renewals. This role will collaborate cross-functionally with Sales/Sales Operations, Fulfillment, Field Operations, Service Assurance, Training, Customer Service, and Accounts Receivables teams. The successful candidate will have experience leading complex strategic initiatives across global programs with cross-functional stakeholders. They will thrive in tackling ambiguous strategic challenges, use data and customer insights to inform decision-making, and have proven experience in implementing and delivering successful customer operations programs and strategies.

Key job responsibilities

1. Develop and document processes, procedures, and policies for B2B Customer Success, including contract compliance, Customer Lifetime Value (CLTV) and Growth, and improving renewal rates.
2. Define and document a standardized customer lifecycle experience with consistent standards, while recognizing client/industry/regional nuances.
3. Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention.
4. Gather customer feedback to drive product improvements and advocate for customers within the company.
5. Leverage customer success management platforms and tools to streamline processes and improve efficiency; identify and address technology gaps.

About the team

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

Innovation is part of our DNA! Our goal is to be Earth's most customer-centric company, and we are just getting started. We need people who want to join an ambitious program that continues to push the state of the art in space-based systems design and wireless systems.

BASIC QUALIFICATIONS

1. Bachelor's degree or equivalent
2. Experience defining, refining and implementing sales processes, procedures and policies or equivalent
3. 5+ years of sales operations or equivalent experience

PREFERRED QUALIFICATIONS

1. Experience working within a high-growth, technology company
2. Experience using Salesforce (or other CRM tool) or BI tools

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.