Sr. Customer Success Manager, Robotics Technical Services

Amazon

Job Location:

Matteson, IL - USA

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Are you inspired by invention Is problem solving through teamwork in your DNA Do you like the idea of seeing how your work impacts the bigger picture Answer yes to any of these and youll fit right in here at Amazon Robotics (AR). We are a smart team of doers that work passionately to apply robotics and software to solve real-world challenges that will transform our customers experiences in ways we cant even image yet. We invent new improvements every day. We are Amazon Robotics and we will give you the tools you need to invent with us in ways that are rewarding fulfilling and fun.

The Customer Success Management (CSM) team is the primary link between AR and Operations coaching site leaders on operational best practices robotics systems and tools. You will work directly with operations leaders at Amazon Fulfillment and Transportation Centers to meet or exceed the as designed performance of their robotic technology and processes. You will identify operational pain-points translate those into opportunities enabling product and/or process changes to improve system performance and customer sentiment. The successful candidate will work backwards from customer objectives and influence a broad range of operations engineering product deployment and solution stakeholders from Global Robotics and Central Operations to ensure North America operations engineering support and other organizations become self-sufficient with Amazon Robotics technologies.

You will use your technical acumen program management organizational change management and communication skills to align a broad range of support initiatives for the customer. You will own and drive execution excellence for your portion of the end-to-end support model (e.g. technical operational organizational and educational) that span several teams levels and cross-functional business units.

At AR we value critical thinking self-motivation and thrive in ambiguous entrepreneurial environments. You will pay attention to detail but think big on behalf of our customers. As a CSM you have a business outcome mindset broad technical background and a passion for problem-solving. You are a team player use data to make decisions express yourself thoughtfully verbally and in writing and are passionate about delivering Earths most customer-centric experiences.

Key job responsibilities
- Strategic Guidance: Guide technology adoption maturity; develop adoption plans; balance customer and engineering needs. Own geography-based site relationships; prioritize support for high-risk and high-impact sites. Serve as the primary liaison to site leadership and operations; own the relationship with Site Operations Managers and General Managers.
- Technical Leadership: Lead high-severity escalations; deconstruct complex problems; drive multi-team dialogue; manage change to resolve roadblocks. Manage complex transformation programs; lead large cross-functional initiatives; establish strategic relationships; influence organizational goals; build scalable solutions.
- Operational Excellence: Drive incident reduction; implement proactive monitoring; use data to develop support mechanisms. Leverage AI-supported guides and automated workflows to resolve common issues efficiently reserving direct engagement for escalations and high-complexity situations.
- Building Launches & Retrofits: Serve as the primary RTS point of contact for building launches and retrofit programs; own site leadership communication readiness coordination and go-live planning.
- Key Deliverables: Adoption/maturity plans risk mitigation strategies executive communications training programs site risk assessments and floor health improvement plans.
- Utilize metrics and proactive monitoring tools to measure the reliability and performance of advanced robotics systems
- Build an effective working relationship with key stakeholders and engineering leaders supporting Amazon operations
- Identify analyze and resolve mechanical and system issues across the AR product suite
- Produce daily and weekly reports on the products in the AR product suite
- Partner with leaders and engineers in the AR organization to deliver new and innovative products to the customer fulfillment network
- Provide requirements and voice of the customer feedback to development and support teams
- Provide on-site support for new product implementation efforts
- This role requires up to 50% travel within the Midwest Region

A day in the life
Amazon offers a full range of benefits for you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular full-time employees include:

1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!

- 5 years of leading large-scale technical or engineering programs with a proven record of thought leadership business case development realizing customer benefits and successful program completion experience
- 2 years of customer-facing work engaging with customer executives technologists or partners to solve business problems with advanced technologies experience
- Bachelors degree in science technology engineering math business or equivalent
- Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams

- PMP certification or SCRUM/Agile SAFe certification
- Experience implementing cloud services including migrations and modernization projects or similar

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Required Experience:

Manager

Required Experience:

Manager

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About Company

Amazon

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