Technical Account Manager, Integration, 3P Marketplace

3 months ago

Cape Town, South Africa Amazon Commercial Services (South Africa) (Pty) Ltd Full time
Today, More than 60% of the items sold in Amazon’s stores globally are from independent sellers — most of which are small- and medium-sized businesses — providing a vast selection of products, competitive prices, and great convenience for shoppers.
Amazon South Africa Marketplace Team is looking for a dynamic and creative Technical Account Manager who will support our selling partners (SP) and 3rd party integrators in integrating and working with our Selling Partner APIs.

This is a chance to work in an innovative team, participating in operational excellence, system support, process and design. You will be the subject matter expert for many of our operational processes. The successful candidate will be a self-starter, have attention to detail, great communication and will be comfortable working with multiple sources of information and business areas so as to make -related services a success.

You will be responsible to execute manual processes in the short-term, while you align a more scalable process in the mid-term, and support the product team to design the long-term, scalable and automated solution. You will also be the responsible for customer experience improvements, by implementing, supporting and managing operational initiatives. You will navigate across different business areas to solve issues, anticipate the need of new solutions, develop and optimize support tools.

This position is office-based, with the flexibility to work remotely up to two days per week in line with Amazon’s current flexible work guidance. Amazon encourages open communication about unique needs for flexible arrangements

Amazon knows that a diverse, inclusive culture empowers us all to deliver the best results for our customers. We celebrate diversity in our workforce and in the ways we work. As part of our inclusive culture, we offer accommodations during the interview and onboarding process. If you’d like to discuss your accommodation options, please contact your recruiter, who will partner you with the Applicant-Candidate Accommodation Team (ACAT). You may also contact ACAT directly by emailing acat-africa@amazon.com. We want all Amazonians to have the best possible Day 1 experience. If you’ve already completed the interview process, you can contact ACAT for accommodation support before you start to ensure all your needs are met Day 1

Key job responsibilities
* Supporting Amazon SP API (Selling Partner API) clients’ technical and operational needs. Working in tandem alongside a team of Account Managers. You are responsible for building and maintaining client relationships by utilizing SLAs and root cause/prevention management.
* Being a voice and advocate for our selling partners and 3rd party developers. Being the point of contact for 3rd party integrators and managing our relationship with those.
* Serving as a point of contact for escalated contact resolution of business impacting or sensitive nature issues. You are expected to deliver timely, accurate and professional technical support and information to all key stakeholders, including both business and technical audiences.
* Providing prompt, efficient, detailed, customer-oriented service to selling partners, 3rd party developers and integrators.
* Working with other support teams to ensure a consistent and high-quality level of support.
* Driving projects that improve support-related processes.
* Working with customers to understand how they use Amazon SP API, and providing valuable feedback to business and development teams.
* Assisting with seller communication during Amazon SP API critical launches and support events.

BASIC QUALIFICATIONS

* University degree in Engineering, Business Administration, Economics, or related quantitative field
* Experience in a support, operations, key account management, or other related role
* Oral and written communication skills
* Project Management skills (regular updates, Program flashes, audits, review meetings, process audits)
* Knowledge in SQL and advanced Excel

PREFERRED QUALIFICATIONS

* Familiarity with atleast one programming languages (e.g: HTML, CSS, PHP, Java, .NET, Java Script, Python) and server side applications
* Experience in technical support
* Experience with front-end or back-end web technology
* Experience building or hosting a website.

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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