Customer Success Manager, Robotics Technical Services

Amazon Robotics Customer Success Manager

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 solutions 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 (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. Key job 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. - 50% travel expected A day in the life The successful candidate will: - 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. - You are also expected to 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. Amazon offers a full range of benefits for you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply! Basic Qualifications - 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 Preferred Qualifications - Masters Degree in Engineering and/or relevant experience Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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