As Customer Solutions Manager with the Air Science and Technology team, you will own the Salesforce-based Gateway Manager and Portal, supporting business-critical processes. You must be customer obsessed and work to provide the best possible support experience for our users. You will proactively engage with customers – both internal and external – to understand their business needs and deliver high-quality customer solutions, in a timely manner. You will evaluate existing system features/products for the business, drive enhancements in parallel with business maturity initiatives, deprecate features no longer applicable, and drive global quality improvement processes. An Amazon Sr. Customer Solutions Manager should work independently but also partner with other non-Salesforce savvy Product/Program Managers and developers on new projects to improve team efficiencies, customer experience, and usability across the organization.
This role is an individual contributor position required to influence without authority to drive performance of an organic team of Salesforce professionals.
Key job responsibilities
- Manage the evaluation, prioritization, and delivery of platform-based solutions, to deliver benefits to our operational partner
- Manage Salesforce instance including support requests and escalated administrative needs of users
- Configure new and existing Salesforce features including user management, roles/profiles, permission sets, custom objects, new page layouts, custom fields, formula fields, validations, workflows rules, email templates, flows, Lightning pages, custom metadata types, custom settings
- Focus on security, user efficiencies, solving business/customer issues, invent creative solutions, and ensure data accuracy across the system
- Partner with global business stakeholders to proactively identify, drive, and build improvements, enhancements, and system customizations solving complex business problems by developing methods to monitor data quality and feature adoption
- Understand customer, internal sales and partner development team needs and translate into robust business requirements for configuration and development
- Drive communication efforts across relevant stakeholders through feature rollouts processes and launch announcements
- Follow sandbox refresh strategy and system maintenance activities with minimum to no impact to sprint development and delivery
- Maintain system documentation
A day in the life
The Sr. Customer Solutions Manager will participate in Software Development Lifecycle, including Agile Sprint ceremonies (backlog grooming, sprint planning, daily standups, launch activities). You will interact with primary solution users, understand the business processes and help develop tech-based solutions that provide benefit to the business.
About the team
AST is part of the Amazon Transportation Services (ATS) Tech organization and works with other ATS teams (Sort Tech, Transportation Core Tech) to deliver integrated solutions for Operations.
BASIC QUALIFICATIONS
- 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
- 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
PREFERRED QUALIFICATIONS
- PMP certification, or SCRUM/Agile, SAFe certification
- Experience implementing cloud services including migrations and modernization projects or similar
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, protected veteran status, disability, age, 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 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $138,200/year in our lowest geographic market up to $239,000/year in our highest geographic market. Pay is based on a number of factors including market location 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. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.