Sr. Customer Success Manager, Robotic Technical Services, Robotic Technical Services

Sr. Customer Success Manager, Robotic Technical Services

Job :  |  Services LLC

In this role on the Robotics Technical Services team, you will serve as a Customer Success Manager (CSM) working as the primary link between AR and Operations, coaching site leaders on operational best practices, robotics systems and tools. You will work directly with product development and site-level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems across the Midatlantic Region.

• 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.

• Adoption/maturity plans, risk mitigation strategies, NOPR documentation, 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.
• Travel up to 50% within the Midatlantic Region.

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:

• Bachelor’s 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
• 5+ years of customer‑facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
• 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

• 7+ years of customer‑facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience

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…