Description

Imagine a world where home access is seamless, secure, and smart. Where deliveries happen without you being home, and friends can drop by even when you're away. This isn't the future – it's happening now with Amazon Key, and we're looking for visionaries to help us expand this revolutionary technology across the EU.

Are you ready to be at the forefront of transforming how businesses embrace smart access technology? Do you thrive on the excitement of turning signed contracts into thriving deployments and skeptical clients into passionate advocates? If you're passionate about shaping customer success and driving adoption of innovative home security solutions, we want you on our team!

Key job responsibilities
We are seeking an experienced, self-motivated, and passionate Account Manager to own the critical journey from contract signature to full rollout for our most strategic EU clients. You'll be the vital bridge between Sales and Operations, developing the Account Manager function from the ground up while managing complex onboarding programs across UK, DE, and EU markets. You'll craft customized rollout plans for enterprise clients, design training and enablement programs, and create repeatable mechanisms that scale impact. This role requires diving deep into customer needs to identify barriers to adoption, establishing success metrics to measure customer satisfaction and deployment progress, and addressing challenges through problem-solving and cross-functional coordination.

Success in this role requires ability to influence stakeholders and drive cross-functional alignment, combined with a track record of managing complex programs that deliver measurable outcomes. You'll need strong relationship-building skills to become a trusted advisor to senior client stakeholders and the ability to gain buy-in from leadership through clear communication. The ideal candidate excels at building deep partnerships with external clients, is comfortable with ambiguity, and can balance competing priorities effectively while maintaining high standards for customer experience and operational excellence.

A day in the life
- Own strategic relationships with our largest property management and enterprise clients, conducting regular business reviews and ensuring successful onboarding and ongoing enablement
- Lead cross-functional initiatives with Sales, Install Operations, Engineering, and Product teams to deliver seamless customer experiences and drive adoption
- Develop the Customer Success function roadmap from scratch, including playbooks, engagement mechanisms, and scalable EU processes
- Analyze deployment data and satisfaction metrics to identify adoption barriers, conducting site visits and client meetings as needed
- Establish KPIs to measure customer success, track rollout progress, and communicate performance insights
- Champion customer voice by gaining support for customer-centric initiatives through compelling narratives and influencing leadership


About the team
The Amazon Key team sits within the Amazon Devices team alongside Ring and other Home Security teams. Key is a uniquely cross-functional team within Amazon, and often serves as the connective tissue between Smart Home/Devices, Logistics, Operations, and Retail/Shopping. We are the bridge between device management and physical services, and our team indexes highly on ownership and collaboration. We have lots of stakeholders, and we have relentlessly high standards for our high-visibility programs.