Sales Operations Manager, Amazon Key EU

DESCRIPTION

Our team is looking for a highly skilled and customer-oriented Customer Success Manager to support the expansion of Amazon Key across Europe. You will be responsible to define the strategy, support model, processes and requirements to provide the best experience to our customers and you will oversee the execution of that strategy, partnering with Amazon Key leaders, Product, Sales, Go-to-Market, Ops and CS teams.

As customer success leader, you will be the main point of contact for property owners and manager, from the onboarding phase through the entire lifecycle. You will support them during the onboarding phase, training them on how to setup and use the product. Then you will handle incoming customer requests, troubleshoot and track their experience. You will need to anticipate future needs and provide solutions to customers' problems.

You will be required to setup processes, identify new initiatives, develop mechanisms to audit the progresses and communicate results. You will be responsible to ensure every customer has an easy, enjoyable experience and finds value in our products and services to the extent they feel compelled to grow with our business. Your goals will be around customer satisfaction, minimize customer churn and generate upsell opportunity.

The ideal candidate has experience in program/product management as well as sales and customer service or customer success. The ideal candidate is a motivated and multi-talented individual who has immense bias for action and an excellent ability to deliver results even in the face of strong headwinds. The ideal candidate will draw on their experiences managing complex projects, solving complex challenges, formulating data-driven plans and influencing key partner teams to drive initiatives to completion. A successful candidate will be highly resourceful, customer-focused, curious and eager to learn, team oriented, and will be able work independently. The ideal candidate has extensive experience developing relationship with external partners as well as with internal stakeholders.

Key job responsibilities

1. Define the Customer Success EU strategy, including team sizing, requirements e.g. skillset, and execute it;
2. Build the Customer Success EU team;
3. Be the main point of contact for property managers and owners, providing exceptional support;
4. Build, maintain and grow customer relationships, expanding their business into Amazon Key;
5. Support and audit the strategy execution of Ring Customer Support to handle enquiries from guests and residents;
6. Define metrics and success criteria, establish mechanisms to track them;
7. Partner with Product and Ops teams to identify solutions to customer problems.

1. Bachelor's Degree
2. Experience in product/program management or sales/customer service/customer success role (preferably in a technology environment)
3. Strong verbal and written communication skills with demonstrated experience engaging and influencing senior stakeholders
4. Strong analytical and quantitative skills with the ability to use metrics to back up assumptions and recommendations and to drive actions
5. Strong problem-solving and critical thinking abilities
6. Demonstrated ability to define program strategy, manage a roadmap and trade-offs and drive end-to-end delivery
7. Proven ability to work independently and to drive projects to completion
8. Ability to work in a fast-paced, dynamic environment and prioritize tasks effectively
9. Owner mentality and a willingness to roll up own sleeves, dive deep and get the job done
10. Excel at cross-team collaboration, problem solving and have a bias for action to respond to customer and partner needs
11. Customer obsessed mindset; commitment to delivering exceptional customer service and a positive user experience

1. MBA or Master's degree;
2. German speaker;
3. Experience as a People Manager;
4. Experience in contact center, in Voice of the Customer (VOC) and/or Key Account Management (KAM).

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

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.