AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.
Amazon Just Walk Out as a Service (JWOS) delivers solutions to our Retail Customers to simplify shopping for their shoppers. Our enterprise-ready autonomous retail technology enables shoppers to simply enter a store grab what they want and just go. Born from years of experience at Amazon Go Just Walk Out uses a combination of technologies to eliminate checkout lines bringing fast and convenient transactional experiences to shoppers. JWOS is seeking a Manager Customer Success to build first class customer service and operational support programs for our customers. This role drives customer success in several ways such as value realization steady-state operational support continuing customer education and operational excellence initiatives. This function plays a critical role in defining our global customer success strategy and building the tactical playbooks processes and mechanisms to deliver this mandate. In this role you will design the infrastructure for post-launch customer support engage with customers to define requirements and help see around corners for future needs. This role never stops iterating and never stops inventing on behalf of our customers.
The ideal candidate has a track record of success leading in ambiguous and high-pressure entrepreneurial situations has impeccable communication and project management skills and has demonstrable experience in customer success. Our team values an ability to own projects and work autonomously to deliver results scrappily and at scale and be authentic as we accomplish our goals together. This candidate understands the profundity of our revolutionary technology and the power of building and earning trust.
Key job responsibilities
• While always placing the customer first drive global strategy to serve both our end users: the customer and the shopper · Develop and track customer success metrics · Develop and hit monthly quarterly and annual goals to improve customer satisfaction · Track and monitor industry trends and make recommendations · Develop operational excellence series and drive partner teams to deliver upon action items to improve customer experience · Parlay operational excellence outputs into value realization initiatives to strengthen our value proposition · Pursue new ideas for value creation · Solve ad hoc operational concerns as they arise in the field and apply learnings across all other customers · Develop and launch customer support infrastructure- processes SOPs platform · Ideate and build formal customer support program · Invent and collaborate both launch + ongoing learning and development to improve customer capabilities and retention · Gather VOC and VOS data to cross-functionally share with JWOS cross-functional teams to iterate our service · Gain alignment from senior internal stakeholders who own multiple products
About the team
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.
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