Technical Account Manager, Amazon

• The role requires extensive and professional internal and external communications, including communication with executive level personnel within Amazon, with Sellers and External Partners.
• The Candidate should be comfortable in both an ambiguous self-sufficient role, and one of team support and interaction.
• The candidate will be astute in working across departments interfacing with members of Product, Program and Partner Management teams to drive long term improvement through first-hand root cause analysis
• Couple of years of SPS contact handling experience
• Fluency in language: English and one of the following languages: Spanish, Italian, German, French, Mandarin
• Demonstrated success exceeding goals
• Proven record of solving complex issues: identifying the scope of issue, defining alternative paths to solve, making strong data-based decisions, delivering results
• Sound business judgment, proven ability to influence others, and very detail oriented
• Ability to prioritize and manage multiple responsibilities
• Strong analytical skills including Microsoft Excel
• Ability to constructively advocate on behalf of the customer

Desirable

• We are seeking a technically competent, self-motivated and seller focused individual to join Seller Partner Support Ring-Fenced (RF) team.
• The objective of this role is to deliver sustainable results that improve Seller Experience in 3P EU Compliance Legislations contacts.
• This highly visible role includes: working on challenging and complex 3P EU Compliance Legislations escalations, diving deep into multiple Reopened cases, as a measure of defect on miss on resolution on first touch, connecting with business stakeholders to understand the details of the legislation, the potential use cases driving SP contacts, and creating the needed SOPs to be used by SP-Support General accordingly. product/processes and driving improvements in these areas
• As the primary interface with Sellers and Seller Support team, EU Compliance Legislations Subject-Matter Expert will act as the voice of Amazon, the candidate must obsess with delivering consistent world-class support.
• The candidate is expected to address chronic Seller and system issues through problem-solving, analytics, identifying required technical solutions while listening to Sellers to bring value added opportunities to Business and Partners. The role will set the standard for their peer group and continually raise the bar for the Seller Support Associate population
• 1 Perform regular deep dives into the contacts received, ensuring that stakeholders have visibility on pain points, emerging issues and contact drivers
• 2 Collect seller anecdotes and feedback regarding Legislations, to be shared with VOC POC to drive process improvement and Seller Experience
• 3 Perform deep dives into multiple Reopened cases, as a measure of defect on miss on resolution on first touch
• 4 Handling SP escalations that cannot be resolved with existing SOP material (through SIM ticketing platform)
• 5 Connecting with business stakeholders to understand the details of the legislation, the potential use cases driving SP contacts, and creating the needed SOPs to be used by SP-Support General accordingly
• 6 Obtaining Tax/Legal approval of SOPs and blurbs
• 7 Following up on material creation requests with CM team, requesting additional input from owning stakeholders when needed
• 8 Driving material improvements to align with emerging issues and use cases