This role is based in our Toronto office.
The Canadian Strategic Account Services (SAS) Core organization is seeking a Sr. Customer Success Manager to help shape the future of the program. The Sr. Customer Success Manager drives business growth for some of the largest Sellers on the Amazon Canada 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 strong 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 surface program suggestions and areas of improvement to leadership. Above all, they should demonstrate a high level of 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 Canada Store. If you are interested in growing Amazon's leading brands, then we're interested in you
Key job responsibilities
Sr. Customer Success Managers are responsible for driving Seller business growth by providing customized insights and recommendations, educating selling partners regarding relevant tools, products, and services, and delivering a positive experience with our program. The key responsibilities of a Sr. Customer Success Manager include but are not limited to:
Business Growth
• Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience. Identify what is hindering growth, assist with developing solutions, and testing.
• 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. Seek out new opportunities for customers and Sellers that drive towards their goals. Create tailored solutions and recommendations where out of the box thinking is required. Present compelling value propositions using a strategic and consultative approach.
• Lead business strategy development and design long term account plans.
• Implement and track metrics to record the success and quality of your portfolio of Sellers. Use these metrics to guide your work and uncover hidden areas of opportunity.
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.
• Work with other partner teams to assist 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. Work with manager to follow up, escalate, and clear blockers as appropriate. Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization.
• Educate Sellers on how to drive incremental growth on Amazon through frequent education on tools, policies, products and programs. Maintain in-depth knowledge in these areas to keep Sellers informed of new opportunities and tie recommendations to their specific goals and value proposition.
Program Process Excellence
• Improve team efficiency and optimize previously defined processes.
• Assist with the design of tools, standard operating procedures and processes of Seller Services.
• Work with manager to Identify, quantify, and define feature enhancements and new products to improve Amazon Canada product based on customer feedback, data analysis, and feature gaps with competitive products.
• Aggregate themes and data to advocate to function as Voice of the Seller with owning teams to address opportunities at root cause level.
• Own project status communication. Consistently impart clear and concise summaries for the projects you own to your leadership/management team and are effective at answering questions in detail.
About the team
BASIC QUALIFICATIONS
- Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment
- Experience in data analysis, reporting, and forecasting to guide business decisions
- Experience building and cultivating relationships with internal and external stakeholders
- Bachelor's degree
- 5+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.
- Experience in E-Commerce, Corporate Retail and/or B2B
- Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
PREFERRED QUALIFICATIONS
- Experience using analytical, sales, and productivity tools including Oracle Business Intelligence, SalesForce, Microsoft OneNote, and Microsoft SharePoint
- MBA or equivalent graduate degree preferred
- Experience in refining GenAI outputs, and applying AI practices to augment productivity.
