Enterprise Customer Success Manager, ASCS - Amazon Freight

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

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 M  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.

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.

• 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

• 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.

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