Tech Customer Success Manager, Amazon

• 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)
• Bachelor's degree in science, technology, engineering, math, business or equivalent
• Experience in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
• Experience 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 on technical project management and on the field rollout in Fulfillment or Sort centers

Desirable

• As a CSM, you will work directly with operations leadership at Amazon Fulfillment and Sort 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 the customer and influence a broad range of operations, engineering, product, deployment and solution stakeholders from Global Robotics and Operations to ensure Europe operations, engineering, support, and other organizations become effective utilizing 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
• You will pay attention to detail but think big on behalf of our customers
• As a CSM, you are a team player, use data to make business calls, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth’s most customer-centric experiences
• Independently monitor, identify and address trending operational performance issues and define improvement opportunities, and implement solutions in the network
• 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
• Facilitating network-wide rollouts of new robotic technologies and tools, and supporting operations’ scalability 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 managers on AR best practices and robotics systems and tools
• ~30-35% travel expected