Customer Success Mgr , IT Services

$99,500 - $212,800/Yr

Amazon - Arlington, VA

Full-time - Mid Level

Arlington, VA

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

About the position

The Customer Success Manager (CSM) in IT Services at Amazon is responsible for managing partnerships and ensuring customer satisfaction by aligning IT services with business needs. The CSM will act as a subject matter expert, advocate for customer needs, and drive improvements in service delivery through strategic conversations and data analysis.

Responsibilities

• Become a subject matter expert on the assigned product/service, contributing to its global development and operations.
• Serve as an advocate on behalf of the services, support teams, and the customer, making recommendations based on Voice of the Customer data and market trends.
• Maintain strong partnerships and manage visibility on activities impacting customers or IT services.
• Serve as a trusted advisor and guide strategic conversations with key stakeholders to ensure business requirements are met.
• Coordinate cross-functional teams to align on business needs while connecting IT framework with enterprise service owners.
• Identify areas for product/service enhancements that will improve the end-customer experience and provide actionable recommendations.
• Build and maintain strong relationships with supporting teams, becoming a go-to resource for the product/service and customers.
• Provide regular business reviews to leadership, highlighting the product/service roadmap and progress.
• Adopt a customer-obsessed mindset to address both stated and unstated customer needs.
• Lead portfolio management for assigned product/service with a focus on strategy and tactical projects.

Requirements

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Proven track record with business relationship management and customer-facing roles
• Excellent communication and stakeholder management skills
• Strong knowledge of IT services and the ability to navigate cross-functional teams
• Experience in developing and maintaining productive business partnerships
• Customer-centric mindset with a passion for delivering exceptional experiences
• Ability to review large amounts of data and distill into actions
• Comfortable speaking to senior leadership/Exec Presence
• Global mindset

Nice-to-haves

• 4+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Benefits

• Full range of medical benefits
• Financial benefits including equity and sign-on payments
• Comprehensive employee benefits package