The Strategic Account Services (SAS) organization is seeking a Premium Beauty 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 job responsibilities
Premium Beauty CSMs drive Seller business growth through customized insights, tool/product education, and delivering a positive program experience.
Business Growth
- Identify growth barriers, develop solutions, and test before scaling across Sellers
- Analyze data and trends to maximize long-term potential for your portfolio
- Act as a strategic, consultative partner-proactively create tailored solutions and present compelling value propositions
- Lead long-term account planning and cross-functional strategy development
- Manage complex, undefined goals while balancing short-term needs with strategic investment
Seller Relationship Management
- Build trusted advisor relationships and advocate for Sellers' business needs
- Deliver timely, high-quality operational support within SLA
- Coordinate cross-functionally to resolve issues; escalate and clear blockers across organizations
- Serve as Voice of the Customer internally, using data and anecdotes to drive prioritization
- Educate Sellers on tools, policies, and programs, tying recommendations to their specific goals
Program Process Excellence
- Define success criteria as a thought leader in an evolving business environment
- Optimize processes and deliver solutions independently across teams
- Identify feature enhancements and new products based on customer feedback, data, and competitive gaps
- Aggregate themes as Voice of the Seller to address root-cause opportunities with owning teams
- Own project communication with clear, concise summaries to leadership
BASIC QUALIFICATIONS
- Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products
- Bachelor's degree or equivalent
- Experience analysing market opportunities, engaging and negotiating with customers, and defining new areas of innovation
- Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions
- Experience in using Microsoft Excel to manipulate and analyze large sets of data
- Experience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisions
- Experience managing multiple projects, prioritizing, planning, and managing time
- 4+ years professional experience in the Beauty industry with 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.
PREFERRED QUALIFICATIONS
- Experience communicating and delivering presentations to customers, stakeholders, and/or teammates
- Experience in Sales, Territory Planning, Merchandising, and/or relevant experience within Customer Success, Account Management, or negotiating, nurturing, and growing customer relationships
- Experience in strategic marketing management and market analysis and demonstrated ability to build and execute a strategy with clear goals and objectives to align to business and service objectives, and support portfolio objectives
- Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
- Experience in Prestige Beauty E-Commerce, Corporate Retail, Consulting and/or B2B.
- Understanding of retail math and formulas for the purpose of making business decisions.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, NY, New York - 88,000.00 - 154,000.00 USD annually
