Customer Success Manager Company Review – Amazon

This blog is part of a series of posts exploring the different companies that have looked for or are currently looking for Customer Success Managers. Learn more about your potential employers, see if their values align with yours and whether you can see yourself working there. We’re veering away from all the hardcore technical companies and going now to a company that all consumers have heard of: Amazon. Actually, I lie. While it’s known as a consumer company, the customer success side of it is still very much for its enterprise solutions, which we’ll look into today.

customer success manager amazon
https://aws.amazon.com/solutions/

Amazon Solutions – System Architecture for your business

As much as I’d like to talk about the consumer side of the business, Amazon solutions is where their money’s at. Don’t get me wrong, they make good money from Kindle and their ecommerce side of the business, but they’re known as a formidable player in the solutions space.

Basically, the provide cloud based architecture that is easily configurable, as well as functional out of the box. Because of this, their services are as varied as there are use cases. Speaking of use cases, they have an entire page dedicated to it, which we’ll look into next.

The Use Cases

customer success manager amazon use cases 1
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customer success manager amazon use cases 2
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customer success manager amazon use cases 3
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Whoa! It’s no wonder that they’re as big as they are. While a lot of tech companies niche down, they’re only expanding and conquering more territory. While they wouldn’t target every single use case, it wouldn’t surprise me either if they are making decent revenue out of each one. Let’s look at a few examples.

customer success manager amazon data lake
Amazon Data Lake

Data lakes are term used to describe pooling many disparate streams of data together and making the output more useful than ever before. In a past life, I worked for Oracle and this was something they were trying to do. They had acquired many companies and were working hard to feed the data streams from each acquisition SaaS into a data lake, with the intention of turning the it into a scrying pool that would help their customers anticipate unforeseen risks and cost better.

customer success manager amazon machine learning
Amazon Machine Learning

Machine Learning shouldn’t be new to anyone. For those who aren’t as familiar with it, it’s essentially the umbrella that encompasses Artificial Intelligence (AI) and other technologies that take inputs for the intended result of predicting an output with a high chance of accuracy. Very much leaning into the Data Lake technology, it uses a high volume of data to train machines to recognize specific stimuli so that it might avert a crisis in the future.

Job Description Example

The following JD comes from Amazon Japan. It’s actually more aligned with the consumer side of the business, where the CSM helps business customers develop solutions to buy on Amazon’s Japan website.

customer success manager amazon job description

Let’s go through each of the dot points:

  • The interview is conducted in Japanese, so you’d better know how to speak fluent Japanese.
  • You also need to know how to speak English at a professional level.
  • they’ll want to see at least five years experience in project management, or a number of different B2B, system and service related disciplines.
  • do you know how HTML? You’ll be ahead of other candidates, who might not know any web languages.
  • Bachelor of Arts or Science as a base, tertiary minimum,
  • the old, “fast-paced, challenging environment”. Get ready to move fast and break things.
  • Probably goes without saying that if you’re able to speak fluent English and Japanese that you’re a great communicator, especially in a professional context.

What They Care About

customer success manager amazon upskilling commitments

There’s quite a bit on their website about company benefits, but what caught my eye was their commitment to upskilling individuals in the high-growth, cloud space. Not only would they upskill 300,000 of their US employees to grow into more employee individuals, they will also provide free cloud computing skills for nearly 30 million people globally. Pretty generous if you ask me.

Amazon has its fans and its detractors. One thing’s for certain: if they appear on your resume, you can bet that your future employers will look highly on it. What do you think? Could you see yourself working for the ‘Zon?

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