[Hiring] Senior Customer Success Manager @Amazon

Role Description

The Strategic Account Services (SAS) organization is seeking a Senior Customer Success Manager to shape the future of the program. The Senior Customer Success Manager drives business growth for some of the most influential Sellers on the Amazon Store, ensuring Seller satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards. In this role, you will own building and executing strategic joint business plans with your Sellers; collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities.

The ideal candidate for this role should possess client management skills with the keen ability to work backwards with Sellers to identify and prioritize the right inputs and outputs to deliver value and growth. They will be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios. Above all, they should demonstrate ownership and the ability to embrace and navigate ambiguity and complexity. They are agile, inventive, and an advocate for their Sellers experience on the Amazon Store.

If you are interested in growing Amazon’s leading brands, then we’re interested in you.

Key Responsibilities

• Business Growth
  • Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience.
  • Analyze data and trends to identify, action and/or influence long term to maximize potential for your assigned portfolio of Sellers.
  • Act as a strategic and influential partner for your Sellers.
  • Proactively seek out new opportunities for customers and Sellers.
  • Create tailored solutions and recommendations, where out of the box thinking is necessary.
  • Present compelling value propositions using a strategic and consultative approach.
  • Lead business strategy development and design long term account plans.
  • Possess the ability to manage and deliver against complex account goals where strategy is not defined.
  • Implement and track metrics to record the success and quality of your portfolio of Sellers.
• Seller Relationship Management
  • Build effective working relationships with your Sellers; be a trusted advisor and a business advocate.
  • Deliver timely, accurate and professional operational support to all Sellers in your portfolio within a specified SLA.
  • Drive optimal program and Customer Success Manager satisfaction.
  • Liaise with other partner teams and coordinate cross-functionally to resolve Seller issues and questions quickly with high quality.
  • Play a “consultant” role with oversight of key strategic activities that are underway for the Seller.
  • Advocate as the voice of the customer internally.
  • Educate Sellers on how to drive incremental growth on Amazon through frequent education on tools, policies, products and programs.
• Program Process Excellence
  • Act as a thought leader in defining success criteria and understand business needs of Sellers.
  • Improve team efficiency and optimize previously defined processes.
  • Assist with the definition and design of tools, standard operating procedures and processes of Seller Services.
  • Identify, quantify, and define feature enhancements and new products to improve Amazon product.
  • Aggregate themes and data to advocate to function as Voice of the Seller.
  • Own project status communication.

Qualifications

• Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products.
• Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.
• Experience with strong project management skills and the ability to thrive in a fast-paced environment.
• 4+ years of equivalent experience.
• English proficiency required (written and verbal).

Preferred Qualifications

• Experience with analytical, sales, and productivity tools including Oracle Business Intelligence, Salesforce, Microsoft Office Suites, Microsoft OneNote, and Microsoft SharePoint.

Company Description

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information.

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