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Customer Support Specialist, 3PX, Private Pricing Programs and Experiences ID-6395

About the position

Amazon Web Services (AWS) is seeking a Customer Support Specialist to join the Global Deal Strategy and Programs (GDSP) and the AWS Private Pricing Programs and Experiences (3PX) team. The AWS Private Pricing Program offers customers access to commercial benefits in exchange for multi-year spend commitments and the opportunity to accelerate cloud transformation journeys by delivering pricing value, access to services, and opportunities to innovate. AWS Private Pricing drives extensive, deep, and longer-lasting relationships with customers. As a 3PX Customer Support Specialist, you will analyze customer requests to identify recurring themes and friction points in the customer experience, report insights to internal stakeholders, and drive continuous improvements. In this role, you will respond to Private Pricing Program questions from AWS field sellers and partners, as well as customer interactions impacting process, milestones, and best practices. We are looking for self-learning customer solution experts driven to deliver courteous customer engagements with speed. If you work independently, solve customer problems, communicate effectively, and influence others to achieve mutual goals, this may be the opportunity for you. Key responsibilities include learning and applying the fundamentals of the Private Pricing Program to become a subject matter expert for customer support, analyzing customer support data to identify themes and friction points in the customer experience, and responding to questions from internal and external customers in alignment with team SOPs, quality metrics, and SLAs. You will also deliver business reviews to key stakeholders to provide insights and metrics, offer recommendations for short-term customer solutions while contributing to long-term sustainable solutions at scale, and contribute to improving efficiencies through automation, effective measurement, inspection, and communication for enhanced functional performance.

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Responsibilities

  • Learn and apply the fundamentals of the Private Pricing Program to become a subject matter expert for customer support
  • Analyze customer support data to identify themes and friction points in the customer experience and trends in the business
  • Respond 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 metrics
  • Offer recommendations for short-term customer solutions while contributing to long-term sustainable solutions at scale
  • Contribute to improving efficiencies through automation, effective measurement, inspection, and communication for enhanced functional performance.

Requirements

  • Bachelor's degree or equivalent
  • 5+ years direct customer help/support identifying and reporting trends to drive measurable results for a complex sales/sales support organization

Nice-to-haves

  • Exceptional 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
  • Experience working in a highly matrixed organization.

Benefits

  • Comprehensive medical coverage
  • Financial benefits including equity and sign-on payments
  • Flexible working culture
  • Employee benefits programs including mentorship and career growth opportunities
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