Tech Customer Solution Manager, MCCF

Amazon • Seattle, WA

1d • $131,300 - $177,600 • Onsite

About The Position

The Multichannel Commerce Fulfillment (MCCF) team is seeking a Technical Customer Solution Manager (CSM-T). This role is a high impact, high visibility role, responsible for the success of customers adopting Multichannel Fulfillment (MCF) or BwP (Buy With Prime) products. The CSM-T has a solution mindset and owns all aspects of the customer journey from discovery to understanding customer requirements to launch planning and execution. They are also expected to build the relationships by partnering across multiple teams such as sales, account management, product, engineering, operations and solution architects to successfully launch the customer on MCCF products and features. The successful candidate will have demonstrable experience in (1) complex customer launches and/or solutions management. (2) experience managing technical and non-technical projects with a proven ability to work across broad functional teams (3) owning internal as well as customer facing operating procedures, with a continuous lens on process improvement and innovation, (4) demonstrating strong customer obsessions through driving process improvement and advocating for the customer as part of internal reviews. Amazon's Supply Chain Services (ASCS) which include Multi Channel Commerce Fulfillment (MCCF) services help people reimagine the way they shop….wherever they do! Our vision is to enable every entrepreneur in the world to reach every customer in the world through every channel they can imagine. With ASCS, merchants can take advantage of fully automated supply chain services that get products from manufacturers to customers around the world, using complete end-to-end solutions such as Multi Channel Fulfillment (MCF), Buy With Prime (BwP), Multi Channel Distribution (MCD), Warehousing/Logistics and more, keeping products in stock, providing faster and more reliable shipping, and significantly lowering costs. For over 20 years, Amazon been empowering small and medium-sized businesses with opportunities to grow. ASCS and MCCF are an exciting next step in our mission to help merchants of all sizes grow their business—whether on Amazon or beyond.

Requirements

• Bachelor's degree in Science, Technology, Engineering, Math, or a related field
• 5+ years of work in enterprise IT, either as a vendor, consultant or have prior experience working with or managing technical programs
• Experience in customer-facing roles
• Experience leading technical or operational programs from midsize to large scale, with thought leadership in program strategy, ROI-driven business cases, and experience leading cross functional team toward successful delivery of customer outcomes

Nice To Haves

• AWS or other cloud certification
• Knowledge of the software development/engineering lifecycle from conception to delivery or IT lifecycle
• Experience coordinating between project teams and customers to meet unique customer requirements

Responsibilities

• Manage end to end MCF, BwP and ASCS launches for customers in enterprise and SMB customer segments.
• Provide a consultative approach to onboard customers, guiding them to the right services/integrations and operational flows, and building holistic and comprehensive workback plans to lead cross-functional teams toward outcomes.
• Work cross-functionally to launch merchants on ASCS and MCCF services (e.g., Sales, Product, Tech, Operations).
• Utilize subject matter expertise to communicate the value of ASCS products to key customer stakeholders.
• Seek and drive opportunities to innovate/improve products and services for customers, and to help the team.

Benefits

• 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
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior