Amazon

DESCRIPTION

Are you someone that can make a huge impact on Amazon's ability to support our business growth? Are you equally comfortable digging in to business and technical issues as drilling into metrics to solve a customer problem? Then this is the position for you.

We are looking for a Technical Account Manager to provide support on a quality area for our integration ecosystem between Marketplace Hubs (Integrators), partnets and Amazon's marketplace in Brazil. The Technical Account Manager will deep dive into a wide variety of integration metrics, tickets and goals, find the root cause and address the best solution internally or with our partner Integrators.

In this role, you will be required to build relationship and interact daily with Amazonians in order to create a timely and positive quality experience. You will also be required to understand our integration APIs (MWS and SP-APIs) and provide business and technical guidance to sellers, Integrators or internal teams using the findings into this new quality area.

An ideal candidate is a fast learner, with high curiosity to understand problems on both technical and customer point of views and own these cases until they are resolved. This position also entails to execute root cause analysis and suggest improvements to be included in our roadmap.

Core responsibilities for this position include:

• Lead the management and updating of the team's technical documentation, ensuring accuracy and accessibility
• Develop and implement key performance indicators (KPIs) for monitoring the integration program's performance
• Structure and execute quality programs for support tickets and integration processes
• Create and manage dashboards for monitoring API errors and performance
• Implement and manage feedback programs (NPS) with partners
• Develop and execute training and onboarding programs
• Conduct technical audits with integrators
• Have knowledge of the MWS/SP-APIs and the main particularities of our integrations
• Understand pain paints on the customer point of view and effectively adjust communication between technical and business.
• Drive customer communication during critical events

BASIC QUALIFICATIONS

• Ability to communicate on both technical and customer level
• High customer empathy
• Written and oral communication skills
• Technical savvy and eager to learn by yourself
• Knowledge on programming languages and APIs
• Knowleege on BI/SQL
• English skills

PREFERRED QUALIFICATIONS

• Track record of managing and troubleshooting technical and integration projects
• Understanding of eCommerce and B2B Communication (XML and Webservices)

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.