Open 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 Sr. Customer Support Strategist to join the Private Pricing Programs and Experiences (3PX) team.

In this role, you will lead a team of Customer Support Specialists to answer questions from the various Customer cohorts of the Private Pricing Program inclusive of the AWS field and AWS Partners. You will respond to questions about the Private Pricing Program’s process, milestones, and mental models through quality Customer interactions. You will 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 drive to elevate their Customers’ experience and help them succeed. You keenly understand and strive to deliver the key elements of 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 lead 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 responsibilities
• Learn and apply the fundamentals of the Private Pricing Program to become a subject matter expert for customer support
• Use expertise and judgement to work across teams for complex situations
• Design and implement strategy for best-in-class Customer Support
• Manage and mentor Customer Support Specialists, fostering a culture of customer-obsession, collaboration and continuous improvement
• Use expertise and judgement to work across teams for complex situations. Work with key stakeholders across GDSP to improve customer experience and develop mechanisms that support operational excellence
• Collaborate with key stakeholders around documentation and processes regarding recurring issues
• Design, build, or collaborate on solutions using automation and self-service mechanisms rather than relying on human intervention
• Develop and monitor key performance indicators (KPIs) to measure the effectiveness of the program. Use data-driven insights to make informed decisions and drive improvements
• Ensure that SOP’s and resources are easily accessible and up-to-date. Implement best practices and innovative solutions to enhance interactions and user experience
• Advocate for Customers internally and represent their voice