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Customer Success Manager, Strategic Partnership Specialist
2 months ago
**About the Role**
Amazon Shipping is a dynamic and rapidly growing organization, expanding its reach and simplifying the support experience for its business partners. We're passionate about delivering exceptional service, ensuring every interaction is a success. To drive this growth, we're seeking a Customer Success Manager to join our Strategic Partnership Team.
**Key Responsibilities:**
- Own the end-to-end business partner experience for multiple high-advantage partners, capturing thematic pain points and defects from various feedback channels.
- Systematically escalate problems or variances to relevant stakeholders, teams, and follow through on resolutions to ensure delivery.
- Educate partners on tools, policies, processes, and relevant self-solve opportunities through Amazon resources.
- Pull data from various databases (using Excel, Access, SQL, and/or other data management systems) and perform ad-hoc reporting and analysis as needed.
- Prioritize and drive key quality-oriented short- and long-term resolutions for partners and internal partner teams.
- Develop effective feedback mechanisms to capture partner sentiment and feedback.
- Work cross-functionally with Business, Product, and Operations teams to ensure development and implementation of new solutions.
**Requirements:**
- 1+ years of experience in business development, customer support, or account management.
- Experience using Microsoft Excel.
- Ability to work well in a fast-paced environment and multi-task in a high-energy environment.
- Creative and analytical problem solver with a passion for providing excellent customer service.
**Preferred Qualifications:**
- 2+ years of program management, logistics, operations, supply chain, transportation, or equivalent experience.
- 2+ years of work experience in business development, customer support, or account management.
- Experience leading process improvements and working across cross-functional teams.
**What We Offer**
Amazon is committed to a diverse and inclusive workplace. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
