Enterprise Customer Success Manager, ASCS - Amazon Freight

Posted 20 Oct

What’s this role about? The Customer Success Manager serves as the primary operational partner for enterprise shippers, owning the relationship and identifying systemic issues to drive resolution. They lead performance narratives, manage escalations, and coordinate cross-functional teams to ensure service levels are met.

Santa Monica, California

On-site

$113K – $160K

Full-time

5-10 years exp

Bachelor degree

Skills required

Tap the ones you have

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Company

Amazon

See all employees

amazon.com

10,001+ employees

Software Development

Public Company

37.5M LinkedIn followers

Raised $65.7B

Responsibilities

Own the enterprise customer operational relationship across all freight modes
(TL, IMDL, LTL), serving as the single threaded point of contact for your
accounts' operational points of contact
Identify systemic operational defects impacting your accounts using
performance dashboards and customer feedback. Quantify the problem in dollars,
loads, and retention risk
Coordinate cross functional teams to resolution: gather customer insights,
understand requirements, bring the right internal teams together, align on the
path forward, and ensure we deliver. You don't solve problems alone but you own
making sure they get solved
Own the customer facing performance narrative. Lead Quarterly Business
Reviews, produce recovery plans during performance degradation, and proactively
communicate progress on open issues with timelines and measurable targets
Own escalation communication to customer executives when something goes wrong
what's happening, what we're doing about it, and how we're tracking toward
resolution
Own internal reporting, including MBRs, account bridges, and leading
inspection mechanisms for your accounts. Report out on performance metrics, cost
inputs, and customer KPIs
Influence customer operations to drive optimal inputs that lower our costs.
Define what good looks like, measure it, and partner with customers to change
how they operate
Activate structured recovery programs before the customer escalates
Your day starts with account health dashboards, spotting a detention-charge
trend at one customer's facilities and digging into its cause. By midmorning
you're briefing a customer's regional transportation director on performance,
then rallying ops and pricing partners on a structural issue hitting multiple
facilities. After lunch you build your MBR narrative, quantifying your team's
impact and open items. Later you lead a working session with operations and
product on a fix to prevent recurring defects, then close by updating a customer
VP on a two-week escalation, showing progress against committed targets.
USA, IL, Chicago - 113,100.00 - 160,000.00 USD annually
USA, WA, Bellevue - 113,100.00 - 160,000.00 USD annually

Qualification

LogisticsCustomer Service & SupportSalesManagement & LeadershipTransportation

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Prescription Insurance
Basic Life & AD&D Insurance
Supplemental Life Plans
Employee Assistance Program
Mental Health Support
Medical Advice Line
Flexible Spending Accounts
Adoption Reimbursement
Surrogacy Reimbursement
401(k) Matching
Paid Time Off
Parental Leave
Restricted Stock Units
Sign-on Payments

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