At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online across the globe, this is your chance to make history. Amazon has a long record of growth and success in non-US geographies. Since launching its first European websites in 1998, Amazon has grown into a global leader in e-commerce, with customer-facing websites selling physical goods in five European countries, plus Japan, China, India, Canada, Mexico and Brazil. Amazon also manages a substantial cross-border business, serving customers in more than 100 countries every month with exports from our current websites.
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 for our integration ecosystem between Marketplace Hubs (Integrators) and Amazon's marketplace in EU. The Technical Account Manager will deep dive into a wide variety of integration cases, 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 all Integrators in order to create a timely and positive support experience. You will also be required to understand our integration APIs (SP-APIs) and provide business and technical guidance to sellers, Integrators or internal teams.
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.
This role can be based in Munich, Amsterdam, or Luxembourg.
Key job responsibilities
Core responsibilities for this position include:
- Handle 1st level support cases of multiple stakeholders (Integrators, Sellers and Amazon's internal teams)
- Constantly interact with focal points in each Integrator to quickly solve issues
- Have knowledge of the SP-APIs and the main particularities of our integrations
- Analyze integration logs and technically find out what needs to be done
- Work directly with architects to help reproduce and resolve customer issues
- Understand pain paints on the customer point of view and effectively adjust communication between technical and business.
- Work on critical, highly complex customer problems that may span beyond integration issues
- Update and expand our Knowledge Database
- Drive customer communication during critical events- Experience scripting or coding
- Experience communicating effectively with senior leadership
- Experience in solving complex technical problems
- Excellent written and verbal communication skills; able to explain complex concepts simply
- Ability to drive successful projects with a wide range of people at all decision-making levels
- Ability to thrive in an ambiguous environment
- Highly organized and results oriented- Ability to work with legal, product, and internal business owners to reach mutually beneficial agreements
- Strong business judgment, proven ability to influence others
- Creative, has initiative, and can constructively advocate on behalf of the customer
- Experience in retail and/or a technology / eCommerce business preferred but not essential
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.
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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.
