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Job Information

Amazon Customer Success Manager, Professional Services (ProServe) in Ottawa, Ontario

Description

Come be a part of a rapidly expanding $35 billion dollar global business. At Amazon Business, we set out every day to innovate and disrupt the status quo. We stand at the intersection of tech and retail in the B2B space developing innovative purchasing and procurement solutions to help businesses and organizations reimagine buying. Bring your insight, imagination and a healthy disregard for the impossible. Join us in building and celebrating the value of Amazon Business to buyers and sellers of all sizes, unlocking our potential worldwide.

Customer Success Managers (CSMs) help organizations transform how they view and manage spend and best utilize Amazon Business (AB) for purchasing needs. CSMs engage with executives, purchasing leadership and finance leadership to include Amazon Business as a key part of purchasing strategies, tools, and processes. CSMs are experts in AB solutions and they structure programs that incorporate AB solutions into existing purchasing processes and/or develop new processes to improve efficiencies and reduce costs. CSMs work closely with Change Management leads to build comprehensive change management strategies to guide deployments and successfully adopt our solutions. The ideal candidate will have experience developing relationships across functional areas such as Purchasing, Finance, Change Management and IT, project management experience managing complex B2B implementations, and has a proven track record of meeting and exceeding program goals and revenue targets.

Key job responsibilities

The Customer Success Manager is the focal point for multiple, concurrent implementation projects that vary in size and scope.

The CSM is accountable for the following aspects of each project:

  • Analyze current purchasing processes and evaluate opportunities for Amazon Business solutions to improve end user experiences, reduce costs, and accelerate organization performance.

  • Drive and accelerate spend adoption through change management activities and advising customers on best practices for using Amazon Business solutions.

  • Define requirements and scope program for utilizing AB solutions.

  • Oversee program 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.

We are open to hiring candidates to work out of one of the following locations:

Ottawa, ON, CAN | Toronto, ON, CAN | Vancouver, BC, CAN

Basic Qualifications

• 5+ years implementation or services delivery experience, B2B industry preferred BA/BS degree

• Knowledge of procurement and source to pay processes and solutions

Preferred Qualifications

• Knowledge of procurement software’s (e.g. Coupa, Workday, Ariba, iProcurement)

• Use of MS Office Suite, CRMs (e.g. Salesforce.com), sales and marketing automation tools, eLearning tool

• Bilingual Proficiency is preferred (French and English)

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.

The base salary for this position ranges from $61,700/year up to $103,000/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.

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