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Description

Do you want to ensure a delightful shopping experience for millions of Amazon.com (http://amazon.com/) customers every day? The Intelligent Cloud Hosting (ICON) team is looking for a Senior Customer Solutions Manager who is passionate about improving customer experience, engaging new customers, and driving adoption. The CSMT will interact with product and engineering teams in Amazon’s Stores and Digital businesses who are looking to increase developer productivity and improve their posture towards security, availability, efficiency, compliance, and maintainability. ICON achieves this by reducing and automating undifferentiated work and modernizing our vast hosting infrastructure footprint with an opportunity to impact tens of thousands of developers.

The ideal candidate for this role should possess strong client management skills with a keen ability to identify and prioritize the right inputs and outputs to deliver on agreed service levels. They will be able to manage multiple engagements with product and engineering team leaders in a fast-paced work environment and actively participate in continuous improvement initiatives. Above all, they should demonstrate a high level of ownership and the ability to deal with ambiguity. They are agile, inventive, and advocate for their customer’s product and engineering teams.

Key job responsibilities

Customer Solutions Managers are responsible for driving ICON’s adoption and growth and delivering a positive experience to the customers (engineering and product teams). The key responsibilities of a Senior Customer Solutions Manager include but are not limited to:

• Customer support and relationship management

• Identify, action and/or provide advice on how to improve business input metrics that improve engineering experience.

• Oversee key activities that are underway for a customer, including following up and escalating as appropriate to get a resolution in a timely manner.

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

Customer growth:

• Work with prospective customers and educate them about our offerings while seeking to understand their interest in onboarding to ICON.

• Liaise with other internal team within ICON as necessary to resolve any onboarding related issues quickly and with high quality.

Program Process Excellence:

• Act as a thought leader in defining success criteria for existing and prospective customers and understand their business needs in an ever-changing business environment.

• Assist with the definition and design of our sales campaigns and processes of engaging with customers.

• Identify, quantify, and define feature enhancements and new offerings to improve based on customer feedback, data analysis, and feature gaps with alternate solutions.

About the team

We own connecting Amazon worldwide websites and other consumer experiences such as Kindle, Amazon Video, and Alexa to the internet, as well as ensuring the highest level of availability, security and privacy of the web services that power the experience we deliver to our customers worldwide. We abstract, centralize and optimize the infrastructure management from individual service teams and operate 120+ Tier-1 services on behalf of teams in the Worldwide Consumer org. We own the routing layer built on top of AWS technology that connects traffic at low latency and protects the web services against malicious robot and DDoS attacks.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

Basic Qualifications

• 5+ years professional experience with a focus in relationship management and negotiation skills

• Experience using analytical, sales, and productivity tools including Salesforce, Microsoft Office Suites, Microsoft OneNote, and Microsoft SharePoint.

• Strong organizational skills including prioritizing, scheduling, time management, and meeting deadlines.

• Strong analytic skills and expertise in Excel.

• Demonstrated ability in learning tools and processes, effectively utilizing them for service delivery.

• Strong service mindset and ability to use metrics to measure service levels.

• Strong written and verbal communication skills.

• Proficiency in composing concise, accurate and appropriately targeted responses.

Preferred Qualifications

• Bachelor’s or advanced degree

• 5+ years’ experience in account management, sales, marketing, buying, or customer service delivery in related industries like retail, telecom, technology or hospitality

• Technology industry (Cloud service providers or SaaS or IT Service industry) experience preferred

• Effectively manage multiple projects and priorities in a fast-paced, deadline-driven environment.

• Strong attention to detail and excellent problem-solving skills.

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 $138,200/year in our lowest geographic market up to $239,000/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.