Sr. Customer Success Manager, Robotics Technical Services
About The Position
The Customer Success Management (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
- 5+ years of 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
- 2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
- Bachelor's degree in science, technology, engineering, math, business or equivalent
- Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
Nice To Haves
- PMP certification, or SCRUM/Agile, SAFe certification
- Experience implementing cloud services including migrations and modernization projects or similar
Responsibilities
- Guide technology adoption maturity; develop adoption plans; balance customer and engineering needs.
- Own geography-based site relationships; prioritize support for high-risk and high-impact sites.
- Serve as the primary liaison to site leadership and operations; own the relationship with Site Operations Managers and General Managers.
- Lead high-severity escalations; deconstruct complex problems; drive multi-team dialogue; manage change to resolve roadblocks.
- Manage complex transformation programs; lead large cross-functional initiatives; establish strategic relationships; influence organizational goals; build scalable solutions.
- Drive incident reduction; implement proactive monitoring; use data to develop support mechanisms.
- Leverage AI-supported guides and automated workflows to resolve common issues efficiently, reserving direct engagement for escalations and high-complexity situations.
- Serve as the primary RTS point of contact for building launches and retrofit programs; own site leadership communication, readiness coordination, and go-live planning.
- Adoption/maturity plans, risk mitigation strategies, executive communications, training programs, site risk assessments and floor health improvement plans.
- Utilize metrics and proactive monitoring tools to measure the reliability and performance of advanced robotics systems
- Build an effective working relationship with key stakeholders and engineering leaders supporting Amazon operations
- Identify, analyze and resolve mechanical and system issues across the AR product suite
- Produce daily and weekly reports on the products in the AR product suite
- Partner with leaders and engineers in the AR organization to deliver new and innovative products to the customer fulfillment network
- Provide requirements and "voice of the customer" feedback to development and support teams
- Provide on-site support for new product implementation efforts
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
