Sr. Customer Support Strategist, AWS Private Pricing Program
DESCRIPTION
Open to candidates in Seattle, Arlington, New York, Austin, Boston, Dallas, San Francisco, Denver, Chicago, Atlanta, Jersey City, Nashville.
Do you have an aptitude for analyzing customer requests and creating innovative business solutions/programs to address customer needs? The ability to translate complex scenarios into simplified mechanisms to enable customer outcomes? The knack to drive consensus across broad stakeholder groups? Amazon Web Services (AWS) is seeking a customer-obsessed Sr. Customer Support Strategist to join the Private Pricing Programs and Experiences (3PX) team.
In this role, you will lead a team of Customer Support Specialists to answer questions from the various Customer cohorts of the Private Pricing Program inclusive of the AWS field and AWS Partners. You will respond to questions about the Private Pricing Program’s process, milestones, and mental models through quality Customer interactions. You will analyze the volume and nature of Customers’ questions to identify themes and friction points in the Customer experience, report out insights with internal stakeholders, and drive continuous improvements to the program through closed-loop actioning.
The ideal candidate is drive to elevate their Customers’ experience and help them succeed. You keenly understand and strive to deliver the key elements of quality Customer engagement including a gracious tone and speed to resolution. You are a self-learner who can dive deep to find answers to questions as needed. You are unflappable, and can lead mitigate the unexpected gracefully and effectively. You have a knack for connecting the dots and can quickly spot a rising trend or issue You earn trust easily, communicate effectively, and can lead horizontally to drive action through others. You measure success by impact (vs. size of effort), and continuously inspect both approach and output to incrementally raise the bar over time.
Key job responsibilities
• Learn and apply the fundamentals of the Private Pricing Program to become a subject matter expert for customer support
• Use expertise and judgement to work across teams for complex situations
• Design and implement strategy for best-in-class Customer Support
• Manage and mentor Customer Support Specialists, fostering a culture of customer-obsession, collaboration and continuous improvement
• Use expertise and judgement to work across teams for complex situations. Work with key stakeholders across GDSP to improve customer experience and develop mechanisms that support operational excellence
• Collaborate with key stakeholders around documentation and processes regarding recurring issues
• Design, build, or collaborate on solutions using automation and self-service mechanisms rather than relying on human intervention
• Develop and monitor key performance indicators (KPIs) to measure the effectiveness of the program. Use data-driven insights to make informed decisions and drive improvements
• Ensure that SOP’s and resources are easily accessible and up-to-date. Implement best practices and innovative solutions to enhance interactions and user experience
• Advocate for Customers internally and represent their voice
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the 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.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
BASIC QUALIFICATIONS
- Bachelor’s degree or equivalent
- 5+ years leading direct customer help/support teams, identifying and reporting trends to drive measurable results for a complex sales/sales support organization
PREFERRED QUALIFICATIONS
- Demonstrated experience managing resources, identifying and mitigating issues, and using data and metrics to determine improvements.
- Experience using best practices for Customer Service
- Impeccable communication (verbal and written) and interpersonal skills. Ability to update senior management on status, trends, as well as recommendations
- Strong presentation skills and ability to effectively articulate complex concepts to cross-functional audiences
- Strong track record of working closely with customers, peers and stakeholders from inception through implementation and continuous improvement
- Adept at marrying data with anecdotes to derive actionable insights
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.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133,200/year in our lowest geographic market up to $220,200/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.