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Customer Solutions Specialist

Posted: 24 Jun 2020 Closes: 24 Jul 2020
LU, Luxembourg Competitive
Permanent & Full-time 1165012


The Amazon OpsTechIT Supply Chain organization manages a large suite of products and product portfolios and is responsible for a wide variety of global initiatives that cross business teams and operations groups within Amazon Fulfillment. As a member of the Customer Solutions Team supporting Amazon Operations, you will be part of a growing team of advanced specialists that provide operational and strategic support. Your responsibilities will focus on working with internal business teams and providing customers a white glove experience including: account architecture and on-boarding, technical guidance, cost optimization, contracts and enterprise agreements, customized reports for requests, delivering training sessions, and documentation creation and maintenance. You must be a self-starter who is comfortable working directly with both customers and cross-functional internal teams.

Role & Responsibilities:
· Solve a variety of customer requests from billing to account structure and cost optimization
· Manage numerous impromptu requests concurrently
· Gather insights from the business and present solutions to leadership to advocate internally for our customers
· Become a subject matter expert with respect to account architecture and on-boarding, billing and account event management, cost optimization, contracts and enterprise agreements, and customized reporting
· Work with a broad set of key stakeholders from operations, development, vendors, emerging business, legal, and program leaders
· Drive adoption of the Customer Enablement team throughout the IT Supply Chain Space
· Work with account managers and customers on site
· Develop training and documentation that the organization and customers can leverage at scale
· Simplify complex issues, provide customized reporting and effectively communicate in depth analysis to internal Amazon Customers
· 25-50% travel required


· BA/BS degree or equivalent experience required
· At least 3+ years of relevant experience (technology, cloud, Public Sector, Partners)
· At least 2+ years experience presenting to and training customer
· Experience working with or in technology, partner or public sector fields
· Strong written and verbal communication skills
· Proficiency in Microsoft Office, especially Word and Excel
· Excellent organizational and time-management skills
· Experience taking ownership and driving resolution on escalated customer issues
· Strong critical thinking skills and the ability to creatively solve problems using multiple and variable tools/processes
· Self-starter with a natural curiosity to learn new skills in an ever-changing environment
· Knowledge or experience with IT Services
· Sound business judgment, a proven ability to influence others, strong analytical skills, and a proven record of accomplishment of taking ownership, leading data-backed analyses, and influencing results
· Ability to operate successfully in a lean, fast-paced organization and to create a vision and organization that can scale quickly
· Proven experience driving customer-centric change throughout a department and/or organization


· Experience in a lead role supporting a large project.
· Ability to work with both technical and non-technical individuals.
· Ability to credibly coordinate between project teams and customers to meet unique customer requirements.
· Experience with SalesForce


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