Senior Customer Success Manager, Amazon Just Walk

Fluency in both French and English (mandatory)
- BA/BS required
- Extensive experience at Senior level in customer-facing service, retail operations, and operational support
- Strong quantitative skills to analyze data and use customer research, data, and metrics to back up assumptions, identify opportunities, and invent new ways to exceed customer expectations

Job summary

Amazon is seeking a Senior Customer Success Manager, fluent in French and English, to engage directly with customers to help them successfully realize their business outcomes. The Senior Customer Success Manager is assigned to customers and gains deep understanding of their strategic priorities, goals and key business objectives.

This role drives customer success in several ways such as value realization, steady-state operational support, continuing customer education, and operational excellence initiatives. This function plays a critical role in defining our global customer success strategy and building the tactical playbooks, processes, and mechanisms to deliver this mandate. In this role, you will design the infrastructure for post-launch customer support, engage with customers to define requirements, and help see around corners for future needs. This role never stops iterating and never stops inventing on behalf of our customers.

Key job responsibilities
- While always placing the customer first, drive global strategy to serve both our end users: the customer and the shopper
- Develop and track customer success metrics
- Develop and hit monthly, quarterly, and annual goals to improve customer satisfaction
- Track and monitor industry trends and make recommendations
- Develop operational excellence series and drive partner teams to deliver upon action items to improve customer experience
- Parlay operational excellence outputs into value realization initiatives to strengthen our value proposition
- Pursue new ideas for value creation
- Develop and launch customer support infrastructure
- processes, SOPs, platform
- Ideate and build formal customer support program
- Invent and collaborate both launch + ongoing learning and development to improve customer capabilities and retention
- Gather VOC and VOS data to cross-functionally share with JWOS cross-functional teams to iterate our service
- Gain alignment from sr. internal stakeholders who own multiple products

About the team

Inclusive Team Culture: Here at Amazon, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance: Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth: Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign opportunities based on what will help each team member develop into a better-rounded contributor.
- Easily build and nurture relationships both internally and externally
- Relentless customer obsession
- Strong desire to invent and simplify
- Exceptional and effective verbal and written communication skills (need strong writing skills)
- Active listener and effective communicator
- Exceptional attention to detail and organizational skills
- Ability to work independently, as well as part of a team, on multiple projects
- Ability to prioritize and demonstrate relentless discipline in achieving goals
- Proven ability to influence others and willingness to roll up your sleeves
- Ability to converse with senior customer stakeholders including CEOs, CMOs, CIOs, CSOs, etc. - Strong execution capability with the highest standards in a rapidly evolving business
- Experience in sales in physical retail a plus

Please submit your CV in English