Customer Success 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
- Define the Customer Success EU strategy, including team sizing, requirements e.g. skillset, and execute it;
- Build the Customer Success EU team;
- Be the main point of contact for property managers and owners, providing exceptional support;
- Build, maintain and grow customer relationships, expanding their business into Amazon Key;
- Support and audit the strategy execution of Ring Customer Support to handles enquiries from guests and residents;
- Define metrics and success criteria, establish mechanisms to and track them;
- Partner with Product and Ops teams to identify solutions to customer problems.
About the team
The Amazon Key mission is to empower customers to easily manage access to their homes and businesses. To accomplish our mission, we design, manufacture, sell and maintain Access Control products using the latest home security technologies. Our technology enables Amazon Delivery Associates to securely get access to semi-public space within buildings, in order to deliver parcels. We continue to innovate and delight our rapidly growing customer base. We consistently work on high profile projects and seek talented individuals motivated by an opportunity to make an impact, work on challenging technical problems, and learn in the process.
BASIC QUALIFICATIONS
- Bachelor's Degree
- Experience in product/program management or sales/customer service/customer success role (preferably in a technology environment)
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior stakeholders
- Strong analytical and quantitative skills with the ability to use metrics to back up assumptions and recommendations and to drive actions
- Strong problem-solving and critical thinking abilities
- Demonstrated ability to define program strategy, manage a roadmap and trade-offs and drive end-to-end delivery
- Proven ability to work independently and to drive projects to completion
- Ability to work in a fast-paced, dynamic environment and prioritize tasks effectively
- Owner mentality and a willingness to roll up own sleeves, dive deep and get the job done
- Excel at cross-team collaboration, problem solving and have a bias for action to respond to customer and partner needs
- Customer obsessed mindset; commitment to delivering exceptional customer service and a positive user experience
PREFERRED QUALIFICATIONS
- MBA or Master's degree;
- German speaker;
- Experience as a People Manager;
- Experience in contact center, in Voice of the Customer (VOC) and/or Key Account Management (KAM).
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