Description
This is an exciting opportunity to join a new emerging business in transportation. We are a startup team looking for a highly driven, entrepreneurial, analytical and customer-obsessed Customer Growth Manager (CGM) to provide operational and relationship support to high-volume shippers. This role plays a critical part in ensuring the success and satisfaction of Amazon Shipping partners by managing key escalations, providing proactive insights, and delivering a seamless support experience.
The CGM will work closely with onshore CGMs.
Key job responsibilities
CGMs support shippers by resolving issues and driving improvements across six primary categories:
- Pickup Support-Resolve missed, delayed, or urgent pickup requests. Minimize shipper disruptions through timely coordination and response
- Tracking and Delivery Resolution- Investigate tracking anomalies and delivery delays. Provide clear and accurate updates to shippers. Support recipient satisfaction by resolving delivery concerns
- Billing & Account Management-Address invoicing discrepancies and payment processing issues. Monitor invoice limits and account configurations. Manage updates to warehouse addresses and contact points
- Claims Assistance-Guide shippers through the compensation process for lost, damaged, or delayed packages. Review denied claims and ensure adherence to Amazon policy
- Proactive Account Optimization-Conduct data analysis to identify trends and growth opportunities. Deliver insights via Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs). Promote awareness and usage of self-service tools and best practices
- Complex or Cross-functional Escalations- Manage escalations that span multiple functions or require unique resolution paths. Partner with internal teams to resolve issues such as property damage, vendor mis-shipments, drop trailer incidents, or API integration errors.
A day in the life
Engage both internally and externally to Amazon to understand key customer pain points and generate strategic and impactful solutions.
Basic Qualifications
- 2+ years of professional or military experience
- 2+ years of generating new opportunities with strong focus on pipeline tracking and deal execution through entire sales cycle experience
- 2+ years of exceeding quota and key performance metrics experience
- Bachelor's degree
- Experience with business development, partnership management, or sourcing new business
Preferred Qualifications
- Experience and record of success in an outbound account management or prospecting role in B2B environments, preferably in a solution/technology-related environment
- Experience using Salesforce.com at an advanced level including the development of dashboards and reports, programing experience
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