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Alexa Skills Kit - Account Manager

Alexa Skills Kit - Account Manager

Amazon UK Services Ltd.
Recruiting Team 


Job Description

Alexa is Amazon’s voice service and the brain behind tens of millions of devices like the Amazon Echo, Echo Dot, and Echo Show.
Alexa provides capabilities, or skills, that enable customers to create a more personalized experience. There are now tens of thousands of skills from different companies around the globe.

The Amazon Alexa Skills team is seeking a dynamic problem solver who will be responsible for giving an exceptional support for our developers’ community.
As an Account Manager, you will be the first point of contact for developers to resolve queries, recommend best actions, analyze trends and drive solutions that meet developer needs. You will be interacting with both external developers and internal teams via a number of communication channels as part of a team of exceptionally driven and customer-obsessed specialists who strive to provide world-class support to Alexa skill developers.

Key Responsibilities:
  • Work with developers to provide consultation and solutions to a variety of queries such as; payments, skill certification, marketing and more.
  • Identify patterns and trends on inbound contact activity across developers and conduct deep dive analysis in order to provide reporting to leadership and business.
  • Suggest and drive innovative solutions and projects to improve the developer experience and support.
  • Partner with other teams as a subject matter expert in developer related contact topics.
  • Review and maintain documentation, plus creating other support materials for developers to increase engagement and assist with publishing skills.

Notwendige Qualifikationen

  • Fluent oral and written German and English languages skills
  • Bachelor’s Degree or equivalent work experience
  • Experience working with external customers to address and resolve issues
  • Excellent written and verbal communication skills with the ability to present information in a clear and concise manner
  • Good interpersonal and communication skills
  • Experience using social media and writing blog posts
  • Experience with MS Office with an emphasis on Excel

Wünschenswerte Qualifikationen

  • Experience in customer support, preferably with problem ticketing, incident management, and/or issue escalation
  • Passion for technology, digital content, and the mobile/voice market segment
  • Drive to dig into the details of a system or process to address customer problems
  • Comfort working with a broad range of technological productivity and work-flow management tools including SharePoint, MS Excel, MS Word and databases
  • Embraces working with remote teams in different geographies and time zones

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

By submitting your resume and application information, you authorize Amazon to transmit and store your information in the Amazon group of companies' world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.