Alexa Internet Looking For Customer Success Manager II, Guided Shopping, Project Antares at United States Full Time

3+ years experience in program or project management

Experience using data and metrics to drive improvements

Experience working cross functionally with tech and non-tech teams

Experience in customer facing positions and ability to clearly communicate with internal and external teams

Proven ability to prioritize tasks while working in a high pressure, fast-paced environment with minimal guidance

Ability to take ownership on delivering against short-term immediate and long-term strategic goals.

Excellent organizational, interpersonal, as well as written and verbal communication.

Job summary

Do you want to be part of a team revolutionizing how entrepreneurial and influential brands sell online? Amazon is looking for a talented, experienced, self-directed customer success manager as part of a new project that will push the boundaries of the multi-billion dollar conversational commerce and guided shopping space. Successful candidates are creative, innovative, and take great pride in delivering results and delighting customers.

Our Customer Success Managers are core to our customer-centric business. This role will work closely with brands to ensure they are successful using our services, and that they have the resources required to take full advantage of the Antares offering. The Customer Success Manager will continuously improve our customer offering (Antares) by driving product and service improvements in order to raise the bar on customer experience. To improve the customer offering, this role will work closely with cross-functional teams to communicate root causes for customer success or failure, and drive requirements for Antares product enhancement and development.

This virtual role’s location is flexible with conditions of working hours between Eastern or Central Time Zones to optimize for team core working hours. Occasional travel (1-2 times a Quarter) to our headquarters in San Francisco is also expected for team building.

Key job responsibilities

Support and manage Antares customers.

Develop positive working relationships with key customer and internal stakeholders.

Conduct strategic product demos to showcase, onboard, and train customers on Antares.

Assist brands with day-to-day workflow including training, troubleshooting, and ad hoc support.

Work closely with internal teams to communicate root causes for customer success or failure, and drive requirements for product enhancement and development.

Influence a positive, solutions-based, and results-driven collaborative culture within the team.

Track metrics to record the success and quality of Antares customers. Use these metrics to guide your work and uncover hidden areas of opportunity.

Ability to lead an internal project focusing on organizational improvements or career development.

Contribute to business strategy development and identify the correct input metrics that drive growth and improve the end customer experience, in collaboration with cross-functional teams and other Amazon programs.

Possess the ability to manage and deliver against complex goals where strategy is not defined. Able to make tradeoffs between short term brand needs and longer term strategic investment.

Monitor customer satisfaction survey results to investigate both positive and negative feedback trends. Establish improvement plans and manage expectations with Product and UX as appropriate.

Identify, optimize, and scale improvements that can benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations. Develop mechanisms to create accountability.

About the team

We are a small, cross-functional team operating within a wholly-owned subsidiary of Amazon.com. We have more than 25 years of experience managing the broad swath of technologies it takes to build, maintain, and measure usage of complex web applications that receive millions of visitors and are backed by more than a dozen AWS services. We put a high value on work-life balance and we are dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’ve built an environment that celebrates knowledge sharing and mentorship as part of a sustainable culture. Join this innovative team and help create the applications that reach and delight millions of customers around the world.

Experience working directly with customers or brands in a retail (virtual or physical) role

Strong attention to detail with a data oriented approach to providing solutions.

Ability to work cross-functionally and with a wide range of employees with different skill sets.

Experience working cross functionally with tech and non-tech teams

Experience with Quicksight, JIRA, Confluence, Quip, and Zendesk.

The pay range for this position in Jersey City is $74,200.00 – 129,800.00/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Pay Transparency Regulation of Jersey City Municipal Code. Base pay information is based on market location. Applicants should apply via Amazon’s internal or external careers site.

The pay range for this position in Colorado is $74,200.00 – 129,800.00/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon’s internal or external careers site.’

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.