Customer Support Specialist, AWS Private Pricing Program, 3PX, Private Pricing P

DescriptionOpen to candidates in Seattle, Arlington, New York, Austin, Boston, Dallas, San Francisco, Denver, Chicago, Atlanta, Jersey City, Nashville.Do you have an aptitude for analyzing customer requests and creating innovative business solutions/programs to address customer needs? The ability to translate complex scenarios into simplified mechanisms to enable customer outcomes? The knack to drive consensus across broad stakeholder groups? Amazon Web Services (AWS) is seeking a Customer-obsessed Customer Support Specialist to join the Private Pricing Programs and Experiences (3PX) team.In this role, you will work on a team of Customer Help Managers to answer questions from the various Customer cohorts of the Private Pricing Program inclusive of the AWS field and external AWS Partners. You will respond to questions about the Private Pricing Program’s process, milestones, and mental models through quality Customer interactions. You will also partner with other Help Managers to analyze the volume and nature of Customers’ questions to identify themes and friction points in the Customer experience, report out insights with internal stakeholders, and drive continuous improvements to the program through closed-loop actioning.The ideal candidate is driven to elevate their Customers’ experience and help them succeed. You keenly understand and strive to deliver the key elements of a quality Customer engagement including a gracious tone and speed to resolution. You are a self-learner who can dive deep to find answers to questions as needed. You are unflappable, and can mitigate the unexpected gracefully and effectively. You have a knack for connecting the dots and can quickly spot a rising trend or issue. You earn trust easily, communicate effectively, and can lead horizontally to drive action through others. You measure success by impact (vs. size of effort), and continuously inspect both approach and output to incrementally raise the bar over time.Key job responsibilitiesLearn and apply the fundamentals of the Private Pricing Program to become a subject matter expert for customer supportAnalyze Customer support data to identify themes and friction points in the Customer experience and trends in the businessRespond to questions from internal and external Customers in alignment with team SOPs, quality metrics and SLAs.Deliver business reviews to key stakeholders to provide insights and metricsOffer recommendations for short team customer solutions while contributing to long term sustainable solutions at scaleContribute to improving efficiencies through automation, effective measurement, inspection, and communication for enhanced functional performance.Basic QualificationsBachelor's degree or equivalent5+ years direct customer help/support identifying and reporting trends to drive measurable results for a complex sales/sales support organizationPreferred QualificationsExceptional communication skills, both verbal and written, with the ability to update senior management on priorities, status, data trends, as well as provide tooling and training recommendations.Strong presentation skills and the ability to effectively articulate complex concepts to cross-functional audiences.Solid understanding of cloud computing concepts and the AWS offering.Adept at marrying data with anecdotes to derive actionable insights.Quickly masters complex concepts independently.Possesses strong business acumen and tenacity; able to work autonomously through ambiguity and complexity in a fast-moving environment to drive results.Skilled at working effectively with a wide range of stakeholders to influence and gain buy-in.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.

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