DESCRIPTION

Are you a process optimization whiz with a knack for diving into complex operational challenges? Join our AWS Customer Optimization and Acceleration (CO&A) team as a Sales & Process Specialist and transform the productivity and effectiveness of our field sales organization.

The CO&A Sales & Process Specialist is responsible for reducing and optimizing the time that Account Managers (AMs) spend on non-sales tasks, including supporting customer queries ’escalations, triaging and managing requests from internal teams, and automating routing tasks. The team advocates for the continuous improvement of the AWS Seller Experience and Customer Experience, and focuses on resolving recurrent issues at the core by leveraging operational excellence best practices.

The CO&A Sales & Process Specialist is constantly innovating to create long-term solutions for Sellers at AWS while implementing short term plans immediately to increase Sellers’ productivity every day!

As a CO&A Sales & Process Specialist, you’ll be the go-to problem-solver for our AWS Account Managers (AMs), empowering them to focus on revenue-generating activities by resolving their most pressing operational issues. Leveraging your keen analytical skills and technical expertise, you’ll work tirelessly to streamline workflows, automate repetitive tasks, and implement self-service capabilities that free up our AMs’ time.

Key Responsibilities:

Be the AM’s Trusted Advisor for Resolving Complex Operational Challenges

– Dive deep into the most intricate customer queries, escalations, and support requests to devise tailored resolutions
– Develop and deploy self-service tools and standard operating procedures that enable AMs to efficiently handle common support cases
– Deliver engaging enablement sessions to equip AMs with the latest productivity-boosting technologies and processes
– Collaborate cross-functionally to identify and address recurring operational issues at the root cause

Continuously Enhance the AWS Seller and Customer Experience

– Monitor key metrics and customer insights to uncover opportunities for process improvements
– Establish yourself as a subject matter expert in high-impact support areas like account reinstatements and service limit increases
– Advocate for the ongoing enhancement of the AWS seller and customer experiences
– Drive impactful projects that streamline operations and unlock greater efficiency

A day in the life
As an Sales & Operations Specialist, you’ll be at the forefront of driving operational excellence for our field sales teams. Whether you’re leading an enablement session on the latest self-service capabilities, digging into customer feedback to enhance our workflows, or partnering with cross-functional teams to resolve persistent issues, your work will have a direct impact on empowering AMs to focus more on revenue-generating activities. You’ll get to leverage your problem-solving skills, technical aptitude, and customer-centric mindset to continuously improve the AM experience.

About the team
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

About Sales, Marketing and Global Services (SMGS)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

BASIC QUALIFICATIONS

– Bachelor’s degree in business, computer science, or a related field
– 2+ years of experience in customer-facing, operations or program management role
– Prior experience using analytical and problem-solving skills to interpret data, establish KPIs, and provide data-driven recommendations
– Prior experience communicating, presenting, engaging, and influencing stakeholders

PREFERRED QUALIFICATIONS

– Strong communication and stakeholder management skills.
– Demonstrated problem-solving abilities and attention to detail.
– Experience with process improvement and project management.
– Proficiency with Excel – SQL is a plus.
– Passion for driving operational excellence and a desire to empower sales teams.

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $61,200/year in our lowest geographic market up to $131,000/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.

USA, WA, Seattle