Customer Success Manager, Robotics Technical Services
About The Position
The Customer Success (CSM) team is the primary link between AR and Operations, coaching site leaders on operational best practices, robotics systems, and tools. You will work directly with operations leaders at Amazon Fulfillment and Transportation Centers to meet or exceed the as-designed performance of their robotic technology and processes. You will identify operational pain-points, translate those into opportunities enabling product and/or process changes to improve system performance and customer sentiment. The successful candidate will work backwards from customer objectives and influence a broad range of operations, engineering, product, deployment, and solution stakeholders from Global Robotics and Central Operations to ensure North America operations, engineering, support, and other organizations become self-sufficient with Amazon Robotics’ technologies. You will use your technical acumen, program management, organizational change management, and communication skills to align a broad range of support initiatives for the customer. You will own and drive execution excellence for your portion of the end-to-end support model (e.g., technical, operational, organizational, and educational) that span several teams, levels, and cross-functional business units. At AR, we value critical thinking, self-motivation, and thrive in ambiguous, entrepreneurial environments. You will pay attention to detail but think big on behalf of our customers. As a CSM, you have a business outcome mindset, broad technical background, and a passion for problem-solving. You are a team player, use data to make decisions, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth’s most customer-centric experiences.
Requirements
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field
- Experience in leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion
- Experience in a customer-facing role, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
Nice To Haves
- Masters Degree in Engineering and/or relevant experience
Responsibilities
- Develop and implement mechanisms and processes to enable your team to scale with a growing AR network, build subject matter expertise, and innovate to address the needs of operations and AR customers.
- Auditing adoption and improving effectiveness of safe and effective AR operational best practices within your portfolio or subject matter area of expertise.
- Identifying and addressing trending operational performance issues and improvement opportunities, and implementing solutions in fulfillment network.
- Facilitating network-wide rollouts of new robotic technologies and tools, and supporting operations’ launch of new robotic systems and continuous improvement initiatives.
- Identifying requirements and capturing “voice of the customer” product/service feedback to influence product design and development priorities.
- Coaching site leaders on AR best practices and robotics systems and tools.
- Demonstrate excellent customer engagement skills through all levels of an organization and develop long term relationships based on earned trust and excellence.
- Have a relentless continuous improvement mindset collaborating with customers in identifying and prioritizing high business impact use cases for new or improved AR tools, processes, features and services.
- Possess a strong background in change management striving to provide seamless rollout experiences that ensures adoption.
- Work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.
- Be a thought leader across Amazon organizations to knowledge share success mechanisms, mentor junior CSMs, and impact industry trends.
Benefits
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
- sign-on payments
- restricted stock units (RSUs)
- health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- paid time off
- parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
