Enterprise Customer Success Manager, ASCS - Amazon Freight

• Amazon Freight, a key pillar within Amazon Supply Chain Services (ASCS), is
• looking for a Customer Success Manager to join our Enterprise Account Management
• team. This is a customer facing relationship management role within our
• commercial organization. You will serve as the primary operational partner for
• Amazon Freight's largest enterprise shippers, owning the customer relationship,
• identifying systemic issues that impact their experience, and coordinating cross
• functional teams to drive resolution.

Key job responsibilities

• Own the enterprise customer operational relationship across all freight modes

(TL, IMDL, LTL), serving as the single threaded point of contact for your

accounts' operational points of contact

• Identify systemic operational defects impacting your accounts using

performance dashboards and customer feedback. Quantify the problem in dollars,

loads, and retention risk

• Coordinate cross functional teams to resolution: gather customer insights,

• understand requirements, bring the right internal teams together, align on the
• path forward, and ensure we deliver. You don't solve problems alone but you own

making sure they get solved

• Own the customer facing performance narrative. Lead Quarterly Business

• Reviews, produce recovery plans during performance degradation, and proactively
• communicate progress on open issues with timelines and measurable targets

• Own escalation communication to customer executives when something goes wrong:

what's happening, what we're doing about it, and how we're tracking toward

resolution

• Own internal reporting, including MBRs, account bridges, and leading

inspection mechanisms for your accounts. Report out on performance metrics, cost

inputs, and customer KPIs

• Influence customer operations to drive optimal inputs that lower our costs.

Define what good looks like, measure it, and partner with customers to change

how they operate

• Activate structured recovery programs before the customer escalates

A day in the life

• Your day starts with account health dashboards, spotting a detention-charge
• trend at one customer's facilities and digging into its cause. By midmorning
• you're briefing a customer's regional transportation director on performance,
• then rallying ops and pricing partners on a structural issue hitting multiple
• facilities. After lunch you build your MBR narrative, quantifying your team's
• impact and open items. Later you lead a working session with operations and
• product on a fix to prevent recurring defects, then close by updating a customer
• VP on a two-week escalation, showing progress against committed targets.

About the team

• The Enterprise Customer Success team is newly formed within Amazon Freight's
• commercial organization. This team serves as the single threaded relationship
• owner for our largest customers' operational points of contact. We exist to
• ensure that every enterprise shipper on our platform experiences the service
• level we committed to, and when they don't, we coordinate the teams that fix it.
• Basic Qualifications: - Bachelor's degree or equivalent

• Experience positioning and selling innovative solutions to new and existing

customers and market segments

• Experience with sales CRM tools such as Salesforce or similar software
• Experience with Microsoft Office products and applications Preferred

Qualifications: - 5+ years of B2B or enterprise sales with a focus on hunting

new business experience

• Knowledge of procurement and source to pay processes and solutions or

equivalent experience

• Experience identifying trends and needs to improve an already closed

large-scale technology deal

• Amazon is an equal opportunity employer and does not discriminate on the basis
• of protected veteran status, disability, or other legally protected status.

• Los Angeles County applicants: Job duties for this position include: work safely
• and cooperatively with other employees, supervisors, and staff; adhere to
• standards of excellence despite stressful conditions; communicate effectively
• and respectfully with employees, supervisors, and staff to ensure exceptional
• customer service; and follow all federal, state, and local laws and Company
• policies. Criminal history may have a direct, adverse, and negative relationship
• with some of the material job duties of this position. These include the duties
• and responsibilities listed above, as well as the abilities to adhere to company
• policies, exercise sound judgment, effectively manage stress and work safely and
• respectfully with others, exhibit trustworthiness and professionalism, and
• safeguard business operations and the Company’s reputation. Pursuant to the Los
• Angeles County Fair Chance Ordinance, we will consider for employment qualified
• applicants with arrest and conviction records.

• 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
• https://amazon.jobs/content/en/how-we-hire/accommodations
• [https://amazon.jobs/content/en/how-we-hire/accommodations] for more
• information. If the country/region you’re applying in isn’t listed, please
• contact your Recruiting Partner.

• The base salary range for this position is listed below. Your Amazon package
• will include sign-on payments and restricted stock units (RSUs). Final
• compensation will be determined based on factors including experience,
• qualifications, and location. Amazon also offers comprehensive benefits
• including health insurance (medical, dental, vision, prescription, Basic Life &
• AD&D insurance and option for Supplemental life plans, EAP, Mental Health
• Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy
• Reimbursement coverage), 401(k) matching, paid time off, and parental leave.
• Learn more about our benefits at https://amazon.jobs/en/benefits
• [https://amazon.jobs/en/benefits].

• USA, CA, Santa Monica - 113,100.00 - 160,000.00 USD annually
• USA, IL, Chicago - 113,100.00 - 160,000.00 USD annually
• USA, WA, Bellevue - 113,100.00 - 160,000.00 USD annually