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 job responsibilities
Customer Success Managers are responsible for driving Seller business growth by providing customized insights and recommendations, educating regarding relevant tools, products, and services, and delivering a positive experience with our program. The key responsibilities of a Senior 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, develop solutions, and test before scaling to benefit to impacted Sellers.
• 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, collaborating effectively with cross-functional teams and your Sellers finding joint areas of opportunity to drive customer success with Amazon.
• Possess the ability to manage and deliver against complex account goals where strategy is not defined. Able to make tradeoffs between short term customer needs and longer-term strategic investment.
• 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.
BASIC QUALIFICATIONS
- Experience with strong project management skills and the ability to thrive in a fast-paced environment
- Experience in Sales, Territory Planning, Merchandising, and/or relevant experience within Customer Success, Account Management, or negotiating, nurturing, and growing customer relationships
- Bachelor's degree or equivalent
- Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products
- Experience with data analysis tools such as Excel, Pivot Tables, macros, SQL, visualization tools - Tableau, Quicksight, etc.
- Experience managing and coordinating multiple projects simultaneously
PREFERRED QUALIFICATIONS
- Experience in e-commerce, retail or advertising
- Experience with written and verbal communication and presentation
- Experience with presentation, organization, and account/vendor management is preferred
- Experience building and effectively executing a strategy from the ground up, including designing roadmaps to drive incremental progress towards long-term vision and goals
- 3+ years of doing one of several roles: quantitative/financial analysis, retail buying, retail planning & allocation, product/project management, pricing, marketing or e-commerce experience
- Experience using analytical, sales, and productivity tools including Oracle Business Intelligence, SalesForce, Microsoft OneNote, and Microsoft SharePoint
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, TX, Austin - 80,000.00 - 140,000.00 USD annually
USA, WA, Seattle - 82,700.00 - 140,000.00 USD annually
