Customer Success Manager, Differentiated Support, Amazon Shipping

Customer Success Manager

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 include :

• Responsible for owning end to end Shipper experience for multiple high ADV shippers capturing thematic pain points and defects from multiple listening channels
• Systematically escalate 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