Sr. Customer Success Manager, Robotics Technical Services

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Amazon Robotics (AR). We are a smart team of doers that work passionately to apply robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We are Amazon Robotics and we will give you the tools you need to invent with us in ways that are rewarding, fulfilling and fun.

The Customer Success Management (CSM) team is the primary link between AR and Operations coaching site leaders on operational best practices, robotics systems and tools. You will work directly with operations leaders at Amazon Fulfillment and Transportation Centers to meet or exceed the as designed performance of their robotic technology and processes. You will identify operational pain-points, translate those into opportunities enabling product and/or process changes to improve system performance and customer sentiment. The successful candidate will work backwards from customer objectives and influence a broad range of operations, engineering, product, deployment, and solution stakeholders from Global Robotics and Central Operations to ensure North America operations, engineering, support, and other organizations become self-sufficient with Amazon Robotics’ technologies.

You will use your technical acumen, program management, organizational change management, and communication skills to align a broad range of support initiatives for the customer. You will own and drive execution excellence for your portion of the end-to-end support model (e.g., technical, operational, organizational, and educational) that span several teams, levels, and cross-functional business units.

At AR we value critical thinking, self-motivation, and thrive in ambiguous, entrepreneurial environments. You will pay attention to detail but think big on behalf of our customers. As a CSM, you have a business outcome mindset, broad technical background, and a passion for problem-solving. You are a team player, use data to make decisions, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth’s most customer-centric experiences.

Key job responsibilities
- 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.
- Key Deliverables: Adoption/maturity plans, risk mitigation strategies, 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
- This role requires up to 50% travel within the Midwest Region

A day in the life
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:

1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply! 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 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

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