Sr Customer Onboarding Manager, Amazon Key
DESCRIPTION
As a Sr Customer Onboarding Manager with Amazon Key to you will be responsible for creating and growing the customer operations of an Amazon Key service with unprecedented quality, efficiency and scale.
In this role, you will be responsible for working with internal and external customers and partners to implement the product and services, bringing a high level of technical and industry expertise and knowledge in the area of Access Control in the Multi-Family market.
As a Manager, you will form and lead the Customer Onboarding Team, who will be the face of our product to the end customer with the goal to lead to further business growth. This includes overseeing all aspects of service enablement, partner recruitment, negotiation and management, installation of our product and adoption of our service to lead to account expansion. You will work cross functionally with hardware, software, marketing, legal, and product to build and scale the processes. As a leader, you will train and manage your team to continually improve processes and build efficiencies, insisting on the highest standards.
Key job responsibilities
Industry Expertise:
• Collaborate with hardware, software, product and leadership to shape the product and processes based on industry standards
• Be a subject matter expert on access control installation services to provide recommendations for the product and services
Partner Development:
• Identify and recruit Access Control partners that align with our business goals and target markets
• Evaluate potential installers based on their capabilities, reach, and potential contribution to the company
• Negotiate and finalize agreements with partners, ensuring clear terms, expectations, and compliance with company policies
Strategy Development:
• Develop strategy for creating a customer experience that gives a competitive edge in the market
• Author proposal, strategy and business review docs to be presented to senior leadership
Team Leadership:
• Train and develop a high performing team through establishing mechanisms of communication, and tracking performance and results
Customer Service:
• Serve as the owner for providing and prioritizing customer-driven product feature requests with the product team
• Foster a culture of customer obsession among a team that represents the face of our product to customers
• Ensure that customer communication occurs timely and clearly for the best customer experience in scheduling, enrolling in, and adopting our products and services
Performance Analysis:
• Define performance metrics and forecasting
• Monitor and analyze performance against KPIs and targets
• Identify areas for improvement and work with processes and teams to implement corrective actions
Reporting and Communication:
• Provide regular reports on the effectiveness of delivery program to senior level leadership
• Communicate updates, changes, and important information to leadership in a timely manner
About the team
Amazon Key for Business is the multi-unit arm of Amazon's secure delivery team. We enable 1-Click access to Amazon Logistics' delivery drivers to customers' doorsteps, improving the bottom line of our last mile operations and increasing Amazon's accountability and security for property owners/managers.
The Customer Onboarding team ensures product and service delivery and customer satisfaction and engagement for multi-family real estate in North America.
BASIC QUALIFICATIONS
• Bachelor's Degree in a relevant field or equivalent experience
• 5+ Years experience in business development or leading GTM strategies, including 3+ years leading a team
• 5+ Years experience in Access Control and Multi-Family industries
• Experience working with a broad range of technology tools such as SharePoint, Tableau, Excel, Access, Word, and Salesforce
• Excellent verbal and written communication skills
• Experience developing and implementing efficient and scalable processes
PREFERRED QUALIFICATIONS
• Experience managing the customer feedback loop for a new product
• Experience managing external partner programs
• Experience negotiating business agreements with third party partners
• A record of accomplishment in delivering results in a scrappy, fast-paced environment
• Thrive in a fast-paced environment where continuous innovation is desired
• History of teamwork and willingness to roll up one’s sleeves to get the job done
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.