Technical Account Manager

**Technical Account Manager, 3P EU Compliance Legislation**:
View more categories | View less categories | Sector: Audit, Sales and Business Development | Role: Manager | Contract Type: Permanent | Hours: Full Time

**DESCRIPTION**

Are you passionate about sellers and how their current and past experiences influence their behaviors? Do you enjoy solving problems, discovering unmet needs, and designing solutions that create value for sellers? Can you act as a dedicated Seller advocate and collaborate across multiple departments to drive impactful results? If so, the EU Legislation SME Team is looking for you

We are seeking a technically competent, self-motivated, and seller-focused individual to join the Seller Partner Support Ring-Fenced (RF) team. The objective of this role is to deliver sustainable results that improve Seller Experience in 3P EU Compliance Legislations contacts. This highly visible role includes handling challenging and complex escalations related to 3P EU Compliance Legislations, analyzing multiple reopened cases, and connecting with business stakeholders to understand legislation details and use cases. The role involves creating SOPs for support teams and driving process improvements.

As the primary interface with Sellers and the Seller Support team, the EU Compliance Legislations Subject-Matter Expert will represent Amazon, ensuring world-class support. The role involves addressing systemic issues through problem-solving and analytics, listening to Sellers to identify value-added opportunities, and setting high standards for peers.

**Key job responsibilities**
- Perform regular deep dives into contacts received, providing visibility on pain points, emerging issues, and contact drivers.
- Collect seller anecdotes and feedback regarding legislations to share with VOC POC for process and experience improvements.
- Deep dive into reopened cases to measure resolution quality on first contact.
- Handle escalations that cannot be resolved with existing SOPs via the SIM ticketing platform.
- Collaborate with business stakeholders to understand legislation details and create SOPs accordingly.
- Obtain legal and tax approval for SOPs and related communications.
- Follow up on material creation requests, involving stakeholders as needed.
- Drive improvements to SOPs based on emerging issues and use cases.

**BASIC QUALIFICATIONS**
- Experience handling SPS contacts for a couple of years
- Fluency in English and at least one of the following languages: Spanish, Italian, German, French, Mandarin
- Proven success in exceeding goals
- Strong problem-solving skills, data-driven decision making, and results delivery
- Sound business judgment and attention to detail
- Ability to prioritize multiple responsibilities
- Strong analytical skills, including proficiency in Microsoft Excel
- Constructive customer advocacy skills

**PREFERRED QUALIFICATIONS**
- BA/BS degree or equivalent experience, including process improvement experience (e.g., KTR role)
- Experience working with legal, product, and internal business teams to reach agreements
- Experience in Program and/or Project Management

Amazon is an equal opportunities employer. We value diversity and are committed to inclusive hiring. We prioritize your experience and skills in our recruitment decisions. Protecting your privacy and data security is a top priority. Please review our Privacy Notice.

**Company**:
**Learn more about this company**

Visit the company's hub to learn about their values, culture, and latest jobs.

J-18808-Ljbffr