Who you are
* Amazon Freight is looking for a Senior Customer Success Manager with a track record in Customer and Operational Project management, and a commercially aware approach to customer problem solving and project deliverables to be a part of the Customer Success Operations team
* A successful candidate should be able to dive deep into data, present and implement changes for the business, lead out on large scale and business impacting projects, project manage operationally for big customers/shippers product launches/scaling existing products to complex shipper operations, think long term and influence Senior Leadership
* Bachelor's degree
* Experience in Customer facing roles
* Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level
* Ability to work in ambiguity and create a strategic solution
* Proven experience in senior roles within customer operations and/or program/Project management
* Experience influencing stakeholders with different priorities and different functions including but not limited to product, technology, legal and finance
* Analytical problem-solving skills, being able to diagnose root cause of issues
* Experience scaling product/programs with customers
* Experience in leading and driving change within large and cross-functional teams
* Experience of understanding business' and end user's needs, and proficiently translate those needs into the right solution
* Master's degree
* Project Management certifications
* Familiarity with statistics and application of statistics in operations
* Experience driving process improvement, familiarity with 6 sigma / lean, green belt certification
* German Language
What the job involves
* As a Senior Customer Success Manager within AF EU Customer Success Operations, you will be responsible for driving key customer and operational improvements and enhancements to optimizing part of the Operations business
* The 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
* 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 Customer SLA's
* Design and pilot special processes for Customer Success Enterprise Shippers and effectively drive change management and continuous improvement across this business unit, assessing the scalability factors of special processes
* Partnering with business development, product and the operations team to ensure alignment on key objectives on efficient and on-time project implementation. Proven ability to influence stakeholders with different priorities and different functions including but not limited to product, technology, legal and finance
* Implementing the required governance mechanism via KPI and metrics, along with ad hoc reporting and analytical deep-dives for successful customer/operational project deliverables
* Align Operations teams in identifying and remediating operating defects. Working to find practical and simple solutions to complicated problems without sacrificing quality or core functionality
* Manage key communication to Stakeholders, and work cross-functionally with stakeholder teams to ensure alignment in business level goals and implementations
* Drive and own operations change management related to new freight product or program launches as well as freight network expansion. Ensuring to allocate workstreams and projects within the team to enable new initiative management
* Apply agile methods and project management skills in the design, development and delivery operation transformation programs
* Benchmark external teams and businesses to identify opportunities for our customer base