Job Information
Amazon Customer Success Manager - Technical (CSM-T), IT Services in New York City, New York
Description
Join Amazon's New Hire Onboarding (NHO) team as a Technical Customer Success Manager III and drive transformative improvements for the IT onboarding of our new hires. In this pivotal role, you'll manage partner team relationships, develop data-driven strategies, and collaborate across teams to enhance the overall new hire experience. Your expertise will directly impact the success of new hires as they begin their journey with Amazon.
Key job responsibilities
As a Customer Experience Manger for Amazon’s IT New Hire Onboarding team, you will:
Oversee large global projects that will enhance the IT onboarding process by increasing automation, eliminating defects, reducing time spent and creating a welcoming and engaging IT Onboarding experience.
Collaborate with technical cross-functional teams to invent, simplify, and optimize solutions by leveraging a wide array of technologies, including cloud architecture, automation tools, data analytics and AI. Drive innovation through the integration of development best practices, project management methodologies, and security protocols.
Partner with IT support teams to reduce the volume of IT support contacts by implementing self-service solutions, comprehensive knowledge bases, and automated troubleshooting tools. Streamline onboarding processes through proactive training and intuitive user interfaces, ensuring a seamless new hire experience with minimal IT intervention.
Foster effective teamwork and communication among diverse internal and external groups, acting as a liaison to align project goals and timelines.
Define and track program priorities using project management tools, facilitating regular meetings to review status and address challenges.
Develop and distribute comprehensive project information, including plans, risk management, and status reports to stakeholders.
Maintain current and accessible program artifacts, managing the project document repository with proper version control.
Proactively identify and mitigate risks that may impact project timelines or deliverables.
Coordinate product testing and certification processes, ensuring compliance with industry standards and regulatory requirements across markets.
A day in the life
As a Customer Success Manager III, you will oversee the management and execution of key projects related to New Hire onboarding, ensuring timely delivery and alignment with business objectives. You will collaborate closely with cross-functional teams, identifying specific needs and driving innovation to streamline onboarding processes. Managing weekly stakeholder meetings and partner team programs will be a core responsibility, ensuring all parties are aligned and informed. In addition, you will analyze key metrics, working with leadership to develop data-driven recommendations. Your role will also involve tracking project progress, addressing risks, and following up on open issues with shippers to ensure ongoing satisfaction and continuous improvement.
Basic Qualifications
• Bachelor’s degree in information technology, or related field.
• 5+ years in customer success, consulting, or project management.
• Proven ability to manage complex customer relationships and drive measurable business improvements.
• Strong analytical skills, with proficiency in data-driven decision-making and problem-solving.
• Analytical abilities to identify customer needs and opportunities for growth.
• Excellent communication and presentation skills, with the ability to influence stakeholders at various levels.
• Proficiency in project management methodologies and tools, such as Agile or Scrum.
Preferred Qualifications
• Master's degree in a Information Technology, Business or related field.
• 7+ years in customer success, consulting, or project management.
• Experience managing projects across cross functional teams and building sustainable processes
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $99,500/year in our lowest geographic market up to $212,800/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.