AddressDESCRIPTION
The B2B Payments team is responsible for creating and operating a worldwide collection of products and services, by enabling seamless business payments throughout Amazon. Our mission is to create the most customer-centric Payment Products, payment experience and procurement services for business clients that empower any business to engage with Amazon from anywhere and in any way. Building on top of Amazon’s long history of customer focus and innovation, and our drive to think big, B2B Payments is addressing a new set of payment needs of business buyers. We re-invent the core parts of the payment experience, provide business-oriented payment methods and integrate with corporate purchasing systems to serve the needs of businesses.
The B2B Payment Product Support team strives to proactively identify payment issues that degrade the customer’s experience and hinder their ability to reconcile transactions, offset credits, correct cash application issues, and remit timely payment.
We are looking for candidates that are customer obsessed, provide exceptional customer service, and can dive deep to solve complex, multi-faceted problems. This role will primarily interface with large, enterprise customers to remove friction from the end-to-end B2B payment experience. It would involve improving customer experience for all areas of customer interactions and touchpoints with amazon with respect to payments. It involves problem solving and escalation management for individual customers and also at market level.
The Payments Success Manager will tackle a variety of issues that include account reconciliation, invoice discrepancy issues, ERP and procurement system integration, and other issues that prevent timely customer payments. They will work closely with customers to trouble shoot both technical and process problems, guide implementations, and work closely with internal Amazon teams in Payments, Technology, Tax, Customer Service, Finops and Reporting to resolve customer issues.
Key job responsibilities
• Works across Amazon teams to drive problem resolution and get customers on a path to an issue-free payment experience.
• Be responsible for the payment health of all the customers in their market
• Educates internal teams using real examples that depict the impact glitches have to our customers.
• Analyses customer payment behaviour and identifies anomalies and indicators that may impact a customer’s ability to meet payment terms.
• Listens to the voice of the customer to identify issues and pain points, and builds customer focused solutions.
• Creates requirements and operating procedures to scale and standardized resolution paths.
• Tracks customer issues and resolution criteria for reporting purposes.
• Synthesize issues to help Product Teams prioritize customer facing problems.
• Manage a team of Junior account managers
• Work across Amazon teams to drive problem resolution and get customers on a path to an issue-free payment experience
We are open to hiring candidates to work out of one of the following locations:
London, GBR
BASIC QUALIFICATIONS
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience working cross functionally with tech and non-tech teams
- Experience defining program requirements and using data and metrics to determine improvements
- Experience in program or project management
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining and executing program requirements
- Experience of working with large enterprise accounts/customers in account management, relationship management or sales role
PREFERRED QUALIFICATIONS
- Experience in driving end to end delivery, and communicating results to senior leadership
- Experience leading process improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).
