Strategic Customer Success Manager, 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

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.