Technical Account Manager

Job description

DESCRIPTION

About Amazon Pay

Amazon Pay provides consumers and merchants the simple and trusted way to pay and get paid online through multiple access channels. Amazon Pay allows more than 300 Million Amazon buyers to login, pay and get items shipped to their preferred destinations on a merchant's website securely using their payment and address information that is stored on Amazon.com. Amazon Pay is a service that makes it easy for millions of buyers, who have established a relationship and stored their shopping details with Amazon, connect and transact with merchants, on external merchant sites and applications. Amazon Pay helps merchants quickly turn visitors into high-value customers, lower acquisition costs, improve conversion rates, and rapidly boost sales revenue. Amazon Pay is now offered in countries in North America, Europe, and Asia, and continues to grow.

Our goal is to become the method that every customer chooses to pay a merchant, worldwide. Amazon is bringing together its unrivaled customer data, world-class personalization technologies and unique positioning within the ecommerce value chain to enable other retailers, partners and enablers to create a unique commerce and purchase experience that benefits buyers and merchants globally. With a relentless obsession for our customers – both merchants and buyers – we are growing rapidly and offer a unique opportunity to join a small, high-visibility organization that has the potential to contribute to a sizeable part of Amazon's overall growth.

About Technical Account Management

As an Amazon Pay Technical Account Manager, you are responsible for directly supporting enterprise clients' technical and operational needs. Working in tandem alongside a team of Account Managers, you are responsible for building and maintaining client relationships by utilizing SLAs and root cause/prevention management. You serve as a leader and point of contact for escalated contact resolution of business impacting or sensitive nature. You are expected to deliver timely, accurate and professional technical support and information to all key stakeholders around the world, including both business and technical audiences.

In addition, your responsibilities will include, but will not be limited to, the following:
· Providing prompt, efficient, detailed, customer-oriented service to Amazon Pay customers.
· Acting as a key partner with the Account Management team, acting as the primary point of contact for operation matters for a named set of key managed accounts.
· Working with other customer support teams to ensure a consistent and high-quality level of support.
· Being a voice and advocate for our customers
· Driving projects that improve support-related processes.
· Working with customers to understand how they use Amazon Pay, and providing valuable feedback to business and development teams.
· Acting as an advocate for our customer, reporting and acting on observed areas for improvement.
· Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
· Assisting with customer communication during Amazon Payments critical launches and support events.
· Assuming responsibility for developing detailed knowledge about specific product lines and features.
· Making sure internal knowledge reference pages are updated.
· Driving projects that improve support-related processes.
· Working with customer support teams to ensure a consistent and high-quality level of support.
· Working with customers to understand how they are using our services, and providing feedback to business and development teams.

Desired profile

BASIC QUALIFICATIONS

Basic qualifications
· Familiarity with Web Technologies and the Internet.
· Experience working directly with customers to resolve issues.
· Proficiency in MS Office, with an emphasis on Excel.
· Ability to summarize technical customer issues into notes that are readable by other parties (you can paraphrase a complex issue while writing for comprehension).
· Two years of experience in a support, operations, customer account management, or other related roles.