Amazon.com Services LLC
Logistics
Sr.CustomerSuccessManager,RoboticsTechnicalServices
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr. Customer Success Manager, Robotics Technical Services at Amazon.com Services LLC. Skills: Customer Success, Robotics Technical Services. Coach site leaders. Meet performance targets”
What You'll Achieve.
Meet performance targets; Exceed performance targets; Improve system performance; Improve customer sentiment
Industry & Context.
Problem-solving
Up to 50% travel, Midwest Region travel
What They're Looking For.
Must Have
5+ years program experience, 2+ years customer-facing work, Bachelor's degree, Experience leading technical programs
What You'll Do.
Meet performance targets
Identify operational pain-points
Translate pain-points to opportunities
Influence stakeholders
Align support initiatives
Own execution excellence
Guide technology adoption
Prioritize support for sites
Lead deconstruction of issues
Drive multi-team resolution
Manage complex transformations
Establish strategic influence
Build scalable solutions
Implement proactive support
Resolve common issues
Engage for escalations
Serve as point of contact
Own site leadership communication
Develop adoption plans
Develop risk mitigation
Develop executive communications
Develop training programs
Develop site risk assessments
Measure system reliability
Measure system performance
Build working relationships
Identify system issues
Analyze system issues
Resolve system issues
Produce daily reports
Produce weekly reports
Partner to deliver products
Provide feedback to teams
Support new product implementation
How You'll Work.
Team & Collaboration
Operations leaders; Site leadership; Operations Managers; General Managers; Engineering stakeholders; Product stakeholders; Deployment stakeholders; Solution stakeholders; Global Robotics; Central Operations; North America operations; Engineering leaders; Support organizations; Development teams; Support teams; Key stakeholders
Communication Scope
Executive communications; Verbal communication; Written communication
Process & Methodology
Program management, Organizational change management
Full Job Description
Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Amazon Robotics (AR). We are a smart team of doers that work passionately to apply robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We are Amazon Robotics and we will give you the tools you need to invent with us in ways that are rewarding, fulfilling and fun. 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
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