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Description

Are you passionate about enabling enterprise customers to transform their customer experience through GenAI? Are you a data-driven customer success leader who excels at driving adoption of enterprise software? We're seeking a Senior Customer Success Manager to partner with our world-class enterprise customers, helping them leverage both voice technology and Generative AI capabilities to transform their guest, resident and patient experiences. This is a unique opportunity to work with iconic brands and innovative companies who are at the forefront of adopting ambient computing to enhance customer experiences, drive revenue, and improve operational efficiency. You will serve as a trusted advisor to key enterprise accounts, ensuring they maximize the value of their Alexa Enterprise implementation while identifying opportunities for future growth. This role requires a unique blend of technical knowledge, business acumen, and relationship management skills.

Key job responsibilities

Key job responsibilities

• Driving customer KPIs by helping enterprises leverage our Alexa Enterprise solutions to improve their customer/staff experiences, reduce operating costs, and generate incremental revenue;

• Managing a portfolio of strategic enterprise SaaS accounts across verticals, ensuring successful implementation, adoption, and expansion of Alexa Enterprise solutions; through all phases of the customer lifecycle

• Partnering with customers to ensure successful integration of Alexa Enterprise experiences and genAI capabilities into their products and operations.

• Lead customer business reviews, providing insights on usage, value realization, and growth opportunities

• Partner with Solutions Architects, Technical Support, Product Management, Devices, and Amazon Business teams to ensure successful deployment and ongoing technical success

• Identify and mitigate risks to customer satisfaction and retention

• Collaborate with Product Management to provide voice of customer feedback and help shape the roadmap for AI-powered features and capabilities

• Drive expansion opportunities within existing accounts

• Create and maintain best practices for customer onboarding and engagement

• Monitor and report on key customer health metrics and satisfaction scores

A day in the life

A day in the life: As a Sr. CSM, you'll serve as the trusted advisor to enterprise customers, helping them achieve their business goals through Alexa Enterprise solutions. You'll coordinate cross-functional resources to ensure successful implementations, conduct business reviews, and identify expansion opportunities. You'll work closely with product teams to provide voice-of-customer feedback and with solutions architects to optimize customer integrations. Additionally, you'll develop success playbooks and drive adoption of new features and capabilities.

About the team

Alexa Enterprise’s charter is to build and enable indispensable, frustration-free, Alexa experiences for enterprises worldwide – starting with hotels, senior living communities, and healthcare organizations. We build a portfolio of B2B2C software-as-a-service (SAAS) products that empower developers and enterprise companies to use voice and touch to support their staff and delight their customers.

We serve world-class customers such as Disney, Wynn Resorts, Hard Rock Hotels, Atria Senior Living, Spanish Red Cross, and BayCare Hospitals. Our products have been featured in publications such as CNET and Forbes and Amazon has celebrated our progress in its quarterly earnings highlights. Customers have told us: 'You have saved lives' and ‘helped our residents connect with their families.’ Our team values work-life harmony and a diversity of lifestyles and family schedules. We love solving ambiguous problems for our customers. We Think Big, Deliver Results, and Earn Trust. We rapidly create and deprecate mechanisms that help us be more effective and connected. Our Customer Success team ensures enterprises maximize the value of their Alexa Enterprise investments while delivering exceptional experiences to their end users. We partner closely with customers to drive adoption, share best practices, and ensure our solutions become integral to their operations.

Basic Qualifications

• 5+ years of customer success or account management experience in enterprise software/SaaS

• Bachelor's degree

• Proven track record of managing enterprise customer relationships

• Experience with customer lifecycle management and driving adoption

• Strong presentation and communication skills

• Experience analyzing customer usage data and creating action plans

• Ability to understand technical concepts and explain them to non-technical audiences

• Experience working with cross-functional teams

Preferred Qualifications

• MBA or relevant master's degree

• Experience in healthcare, hospitality, or senior living industries

• Knowledge of GenAI products

• Experience with enterprise deployment of technology solutions

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 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 $99,500/year in our lowest geographic market up to $212,800/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.