Customer Success Manager (PM III), IT Services

Description

Mission - IT JUST WORKS

The IT Services (ITS) organization seeks a highly motivated Customer Success Manager (CSM). As a CSM, you will be the driving force behind aligning and managing partnerships across IT Services.

You will serve as a subject matter expert for partner services or products, guiding strategic conversations, identifying opportunities for improvement, and advocating for the voice of the customer.

In this role, you will leverage your business relationship expertise and program management knowledge.

Key job responsibilities

• Become a subject matter expert on the assigned product/service, contributing to its global development and operations. Be an extension of the service teams via learning and understanding the service(s), providing input and recommendations as services are launched and evolved.
• Serve as an advocate on behalf of the services, support teams, and the customer. Make recommendations based on Voice of the Customer data, market trends, and domain knowledge.
• Maintain strong partnerships and manage visibility on activities impacting customers or IT services. Build and drive trust through facilitation of discussion, deep dive to understand defects, and opportunities to leverage/share data on behalf of our customers.
• Serve as a trusted advisor and guide strategic conversations with key stakeholders to ensure business requirements are met and the customer journey is continuously improved.
• Coordinate cross-functional teams to align on business needs while connecting our IT framework with enterprise service / owners on behalf of our customers.
• Identify areas for product/service enhancements that will improve the end-customer experience and provide recommendations for actionable improvements.
• Build and maintain strong relationships with supporting teams, becoming a go-to resource and advocate for the product/service and the customers.
• Provide regular business reviews to leadership, highlighting the product/service roadmap and progress.
• Adopt a customer-obsessed mindset, thinking on behalf of the customer to address both stated and unstated needs.
• Lead portfolio management for assigned product/service with a focus on strategy while driving tactical projects when required.
  
  

Basic Qualifications

• 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
  
  

Preferred Qualifications

• 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
  
  

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.


Company - Amazon.com Services LLC

Job ID: A2708322