Customer Success Manager, Differentiated Support, Amazon Shipping

Amazon - Tempe, AZ

Full-time - Mid Level

Tempe, AZ

1-10 employees

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

Amazon Shipping is experiencing a significant period of growth, expanding its geographical reach and simplifying the support experience for our shipper partners. We are dedicated to delivering a high level of service, ensuring that every interaction with our customers is a success. To support this growth, we are seeking a Customer Success Manager to join our Differentiated Support Team. In this role, you will engage with Amazon's top shippers, contributing to high average daily volume (ADV) and collaborating with partner teams across various departments to provide comprehensive resolutions to common issues such as onboarding, pickup problems, claims, and tracking. As a Customer Success Manager, you will serve as the primary point of contact for our shipping partners, providing data-driven strategic insights and maintaining high operational standards. Your ability to build relationships and engage personally with clients will be crucial in developing a trusted advisory role, guiding shippers to achieve first-time resolution (FTR) while also ensuring a high standard of contacts per shipment (CPS) and service levels (SL) across all communication channels. Your responsibilities will include owning the end-to-end shipper experience for multiple high ADV shippers, capturing thematic pain points and defects from various listening channels. You will systematically escalate problems or discrepancies in information to the relevant teams and ensure that resolutions are delivered effectively. Educating shippers on tools, policies, processes, and self-service opportunities will also be a key part of your role. You will need to pull data from various databases using tools like Excel, Access, and SQL to perform ad hoc reporting and analysis as required. Additionally, you will prioritize and drive quality-oriented resolutions for shippers and internal partner teams, working closely with Product, Program, and Operations teams to enhance service quality. Continual communication and problem-solving will be essential, along with developing effective mechanisms to capture shipper sentiment and feedback. You will dive deep into contact trends to identify root causes of issues and develop actionable solutions to improve the overall shipper experience. Collaboration with Business, Product, and Operations teams will be necessary to ensure the timely development and implementation of new solutions.

Responsibilities

• Own the end-to-end shipper experience for multiple high ADV shippers, capturing thematic pain points and defects from various listening channels.
• Systematically escalate problems or discrepancies in information to relevant teams and follow through on resolutions to ensure delivery.
• Educate shippers on tools, policies, processes, and relevant self-service opportunities through Amazon help pages and products.
• Pull data from various databases (using Excel, Access, SQL) and perform ad hoc reporting and analysis as needed.
• Prioritize and drive key quality-oriented short and long-term resolutions for shippers and internal partner teams.
• Communicate continually and problem-solve effectively while developing repeatable mechanisms to capture shipper sentiment and feedback.
• Analyze contact trends to identify root causes of issues and develop actionable solutions to improve shipper experience.
• Work cross-functionally with Business, Product, and Operations teams to ensure the development and implementation of new solutions as per timelines.

Requirements

• 1+ years experience in vendor management, customer support, or client relationships.
• Experience using Microsoft Excel.
• Ability to work well in a fast-paced environment and multi-task effectively.
• Creative and analytical problem solver with a passion for providing excellent customer service.
• 2+ years of program management, logistics, operations, supply chain, transportation, or equivalent experience.
• 2+ years of work experience in vendor management, customer support, or client relationships.
• Experience leading process improvements and working across cross-functional teams (Product, Ops, Tech, BI).