Sr Professional Services Mgr, Amazon Business

Strong preference for Eprocurement experience, including Procurement Platform integrations and knowledge of procurement and source to pay processes and solutions
- Must have a Bachelor's degree
- Must have experience in Program and Project Management
- Must have experience managing senior stakeholders to influence key decisions
- Must have experience managing complex negotiations
- Must show evidence of data analysis
- Must have a demonstrable track record of delivering results
- Must have experience in Supply Chain / Procurement

Job summary

The Amazon Business team is dedicated to developing solutions that make it easy for business customers to buy on Amazon through an Amazon Business Account. We focus on building solutions that enable business customers to rethink current strategies, tools and processes for Purchasing and innovate to be fit for the future. Our Customers include individual professionals, small businesses and large institutions. Our business Customers have different needs than Amazon retail/consumer Customers, and we reinvent everything from how we display our selection, price our products and provide the right customer experience to serve this segment.

The Senior Professional Services Manager is accountable for the following aspects of each project:

- Analyze current purchasing processes for customers and evaluate opportunities for Amazon Business solutions to improve end user experiences, reduce costs, and accelerate organization performance
- Drive and accelerate spend adoption through advising Customers on best practices for using Amazon Business solutions
- Define requirements and scope program for utilizing AB solutions
- Oversee programme execution including personnel assignment, project scheduling, and timely delivery
- Provide timely, clear and concise and complete communications to Customer and Amazon Business Leadership
- Assess program risks, anticipate challenges, and provide escalation management when necessary
- Focus on automating service needs for Customers and work with Product Management and Technical teams to develop solutions that will increase customer adoption
- Meet or exceed targets for Customer and/or feature spend adoption
- Relay market needs and requirements back to internal Amazon teams including Product Management, Technical and Category Management teams

Key job responsibilities

Professional Services Managers are a time-bound resource, working with Amazon Business' most complex and high value Customers. They are assigned a Customer project, submitted by the Customer's Account Manager and with whom they will connect internally, aligning on the requirement and to agree a project start date. Professional Services Managers then own the project management of that Customer assignment, scoping the based on the Customer's procurement objectives in using Amazon Business and recommending the best Amazon Business account functionality to support the Customer's goals. Professional Services Managers may deploy our External Systems Integration team to support on technical integrations and support the customer throughout the project build. On account readiness and in preparation for the Customer's Amazon Business account launch, the Professional Services Manager will create and delivery training for the Customer's Admin / Accounts Payable Team and end users, ensuring successful account deployment. Professional Services Managers then track account adoption and performance until satisfied that the solution delivered meets the Customer needs, iterating where required. Professional Services Managers work with Customers from every industry and vertical and must not just be an expert in the Amazon Business product, but a passionate advocate for our Customers and their experience.

A day in the life

Start the day with an Account Manager connect, whose customer project you have been assigned, aligning on the project approach and kick off date. Your next call is cXML invoice testing with a Customer about to go live - you work through testing scenarios with the Systems Integrations team then agree a go live date. Over lunch you conduct a Webinar for 200 users launched this week, taking time to trouble shoot onboarding issues and then follow with a US team call on a shared internal project. You close with a Financial Force Resource Planner update, correctly forecasting available bandwidth.

About the team

Amazon Business Professional Services' mission is to accelerate our Customer’s success, adoption, and spend. We accomplish this by guiding their journey with tools and services while building their confidence with insights and trusted resources. AB ProServe has continued to extend beyond its historical focus of solely implementing Customers, to a team that supports Customers throughout their lifecycle.
- Proven track record in services delivery or customer success management experience in the B2B industry
- Experience developing implementation delivery methodologies