Job ID: 2716501 | Amazon Web Services, Inc.
We are looking for a customer-obsessed Sr. Segmentation Analyst to join a dynamic team that is responsible for the timely and effective resolution of customer issues and questions related to sales planning cycles and revenue routing corrections. In this role, the Sr. Segmentation Analyst will triage and resolve inbound customer tickets and execute on monthly operational processes to support key data hygiene initiatives. The role demands the Sr. Segmentation Analyst exhibit customer obsession by truly understanding what customers are trying to accomplish, bias for action in order to answer and complete customer tickets in a timely manner, and earn trust by not just effectively completing requests in tickets, but also in upholding processes and policy related to actioning tickets.
A Sr. Segmentation Analyst engages with a wide range of roles and levels within the SMGS organization including Field Sales Operations (FSOs), Territory Managers (TMs), Account Managers (AMs) as well as SMGS Ops resources in the Revenue, Atlas (MDM), CRM, and Planning Tools teams. A successful candidate will demonstrate effective communication skills to ensure they understand the request, can question to clarify, and smoothly hand off an issue to another team if required. They will be responsible for upholding sales planning policy, which means they must insist on the highest standards for submissions (i.e., gathering all relevant information and approvals).
The Sr. Segmentation Analyst may also engage in project-based work to support initiatives specific to SegOps and the broader S&P team. These could include process improvements and documentation for SegOps Standard Operating Procedures (SOPs) or developing metrics and analytics for SegOps processes, as well as supporting the planning and execution of key planning phases or activities.
Requires the ability to think strategically, act effectively, and display strong analytical and critical thinking skills. You should be able to build strong cross-group working relationships and demonstrate exceptional organizational skills and attention to detail.
Key job responsibilities
- Lead projects, programs and/or initiatives that increase operational efficiency, and/or establishes new processes needed.
- Lead the development and tracking of metrics for new strategic programs.
- Conduct analysis to identify trends and share finding on the ticketing support details.
- Develop metrics and reports to manage SP2 support teams ticketing queue.
- Coordinate with corporate teams to influence roadmap for enhanced business intelligence and CRM tools to support the business.
- Provide operational support to S&P program, policy, and enablement teams.
- Effectively engage with other support resources across SMGS Ops and within stakeholder Business Units (BUs) on the timely execution of customer inquiries.
About the team
AWS’s Sales, Marketing, and Global Operations Segmentation and Planning (SMGS Ops S&P) team provides the technology, tools, and processes to support the rapidly growing worldwide AWS Sales organization. Our purpose is to drive the successful execution of the AWS sales planning motions, including Annual Planning and Current Year planning. We partner with SMGS Ops teams, including Planning Tools, Revenue, CRM, and GSC, to enable our customers to execute planning activities. Our teams include program management, policy, internal customer support, communications & training, and business operations.
BASIC QUALIFICATIONS
- 5+ years of Microsoft Excel experience
- Bachelor's degree or equivalent
- Experience developing and implementing systems/tools utilized for CRM, variable compensation, revenue reporting, forecasting, Salesforce automation, etc.
- Experience defining, refining and implementing sales processes, procedures and policies or equivalent
- 5+ years of sales operations or equivalent experience
PREFERRED QUALIFICATIONS
- Experience using Salesforce (or other CRM tool) or BI tools
- Experience presenting to senior leadership
- Master's degree or equivalent
- 5+ years experience with Performance Metrics and Reporting
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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