Customer Success Manager, Amazon Freight EU

DESCRIPTION

Amazon Freight is a transportation service provider for external shippers that uses the logistics network we built for Amazon to deliver freight safely, on time and at competitive costs. We offer shippers access to the same network of carriers, technology infrastructure and tools that Amazon uses to move thousands of loads daily. Businesses of all sizes have access to the costs and levels of service of one of the largest shippers in the world. Amazon Freight spins Amazon's broader flywheel by helping minimize empty miles by bringing in freight that flows complementary to our existing network.
Amazon Freight Operations Overview.
Amazon Freight Operations (AF Ops) is the Pan-European team that handles Amazon Freight's Shipper Support and Transportation Execution. We are responsible for planning and scheduling the transport orders placed by our customers (Shippers), and providing them with support at each step of their journey. We play a critical role in ensuring the smooth functioning of Amazon Freight's European transportation network and have a direct impact on Shipper Experience.

Customer Success Manager, Overview

We are looking to hire a motivated, customer-obsessed, high-ownership and commercially aware Customer Success Manager. 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 customer success strategy and building the tactical playbooks, processes, and mechanisms to deliver this mandate. In this role, you will design the infrastructure for pre/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 successful candidate would be dedicated to Customer focused Transformational projects aimed to drive Shipper excellence processes, enhancing Shipper/Amazon Freight expansion whilst delivering a best in class service to our customers.

The Customer Success Manager will be responsible for managing shippers, for defining and implementing customer success projects that meets our customers' needs across our customer success team while meeting business performance goals. A successful candidate shall be a big thinker who is highly analytical and customer focused with a track record of delivering innovation. They must be able to Think Big and Dive Deep into the business, and be skilled at managing multiple priorities, and communicating effectively with shippers and employees of all levels. The ideal candidate will have an extensive background in managing customers/shippers, operation and customer success projects and transformational management. They will be highly detail and task oriented and comfortable in a fast-paced, multi-tasked, high-energy environment. They will apply agile and design thinking principles to enable and continuously improve the end to end Customer success operating model that best fits the needs of our customers and the business. Is entrepreneurial, self-sufficient, has acute attention to detail and is able to operate in a fluid, deadline-driven environment. The ideal candidate also 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 power of building and earning trust.

Key job responsibilities
Responsibilities Include, But Are Not Limited To:

1. Design and pilot special processes for Customers success Shippers and effectively drive change management and continuous improvement across this business unit, assessing the scalability factors of special processes for Full Truck /Less Than Truck Load workstreams.
2. Proactively drive transformation across the Customer Success team and the wider business, promoting change and adoption to maximize the performance of teams and deliver on agreed Revenue Targets, KPI's and Client SLA's.
3. Partnering with business development, account management, product and wider operations teams to ensure alignment on key objectives on efficient and on-time program implementation. Proven ability to influence stakeholders with different priorities and different functions including but not limited to technology, legal and finance.
4. Implementing the required governance mechanism via KPI and metrics, along with ad hoc reporting and analytical deep-dives.
5. Design and create specific mechanisms to measure Customer Experience.
6. Identify, design and implement product and service enhancements in order to continuously improve the customer offering. Drive and own change management related to these launches as well as freight network expansion.
7. Review of business processes, systems, team skills and partner with relevant stakeholders to identify, develop and deliver best practice initiatives.
8. Apply agile methods and program management skills together in the design, development and delivering Customer transformation programs.
9. Develop operational excellence series and drive partner/support teams to deliver upon action items to improve customer experience.

BASIC QUALIFICATIONS

• Experience in team management
• Experience in program or project management
• Experience in supply chain
• Experience working cross functionally with tech and non-tech teams
• Experience defining program requirements and using data and metrics to determine improvements
• Experience managing complex and large customers/shippers

PREFERRED QUALIFICATIONS

• Experience defining and executing program requirements
• Experience in leading projects and programs in an operational setting
• Ability to prioritize and demonstrate relentless discipline in achieving goals

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