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Description

Amazon is seeking a talented, highly motivated and experienced individual to join the B2B Payment Product Support team as an Payment Success Account Manager. The B2B Payments team is responsible for creating and operating a worldwide collection of products and services, by enabling seamless business payments throughout Amazon. Our mission is to create the most customer-centric payment products, payment experience and procurement services for business clients that empower any business to engage with Amazon from anywhere and in any way. Building on top of Amazon’s long history of customer focus, innovation, and our drive to think big, B2B Payments is addressing a new set of payment needs for business buyers. We re-invent the core parts of the payment experience, provide business-oriented payment methods and integrate with corporate purchasing systems to serve the needs of businesses.

The B2B payment product support team strives to provide Enterprise level Account Management for our customers. In this role, you will manage customer relationships in support of delivering a best-in-class B2B invoicing and payment experience. Our undertaking is to proactively identify payment issues that degrade the customer’s experience and hinder their ability to reconcile transactions, offset credits and remit timely payment. We work closely with customer AP and Procurement specialists and liaise with multiple internal departments as necessary to resolve customer issues and questions quickly and with high quality. Our primary goals are to coordinate resolution of complex integration issues, align customer processes to suitable payment products, improve onboarding and training resources and provide both qualitative and quantitative feedback to our product and engineering teams all while maintaining a strategic partnership with Amazon Business Sales to increase utilization and spend capabilities.

We are looking for candidates that are customer obsessed, provide exceptional customer service, and can dive deep and work cross-functionally to solve complex, multi-faceted problems. Success in this role requires the ability to balance both strategic proactive account management as well as reactive inbound escalations, manage senior level relationships with customer contacts, collaborate with internal leadership and develop scalable processes for new workstreams. The role will primarily interface with large, enterprise customers to remove friction from the end-to-end B2B payment experience. As a customer facing team we strive to make the customer whole today while providing a consistent stream of data driven feedback to our product teams to continue innovating and delighting our customers.

Key job responsibilities

• Build strong relationships with customer admins; be a trusted advisor and the single point of contact for their payment issues, questions, requests, escalations, and concerns through regular cadence touch points, issue prevention and management of issue resolution.

• Work across Amazon teams owning the coordination of problem resolution and get customers on a path to an issue-free payment experience.

• Analyze technical integrations and invoice data and be able to effectively communicate issues and resolution paths to both tech and non-tech internal and external contacts.

• Proactively create a feedback loop back to the product and engineering teams to implement any changes that Amazon needs to support or improve our customer experience.

• Create standard operating procedures to scale and standardized resolution paths and team efficiencies.

• Track customer issues and resolution criteria for reporting purposes through standardized CRM tools.

• Demonstrate excellent time-management skills and the ability to work independently while using centralized resources, policies and procedures.

• Contribute to a positive team environment and proactively help team members to meet and exceed team SLAs, quality standards, and goals.

Basic Qualifications

• Bachelor's degree or equivalent

• Experience influencing at all levels within an organization, particularly at the executive level

• Experience translating customer needs into business requirements

• 3+ years in a customer-facing role using a consultative, solutions-focused approach

Preferred Qualifications

• Experience working with legal, product, and internal business owners to reach mutually beneficial agreements

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $62,100/year in our lowest geographic market up to $132,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.