Customer Success Manager, Home & Lifestyle
Amazon.com - Santa Monica, CA
posted 2 days ago
About the position
As a Customer Success Manager with Amazon Vendor Services, you will work with Amazon's top vendor partners, influencing processes and plans across their businesses on Amazon.com and improving end-customer experience. You will provide data driven strategic insights and ensure high operational standards. Your personal engagement, relationship building, and analytical skills are key to developing a trusted advisory relationship to guide and influence vendors to achieve their strategic and tactical goals. The Amazon Vendor Services Team works with Vendors who sell products such as Home & Lifestyle (Toys, Furniture, Kitchen, Music/Video, Major Appliances, Home Improvement, Lawn and Garden, etc.) and BEATS (Business, Electronics, Automotive, Technology, Solutions) - Business Solutions, Auto, Camera, Office, Wireless, PC & Software. Our goals include providing the best vendor experience, a rewarding Customer Success Manager experience, and ultimately to enhance the experience of our end customers. You will collaborate with a team of 6-10 Customer Success Managers to innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon's millions of customers. The teams are supportive, engage regularly for fun events, and encourage each other in continuous improvement. Customer Success Managers have a clear path to roles across Amazon, including a direct path to Senior CSM within our team. We work hard to ensure your individual professional growth.
Responsibilities
- Act as the primary point of contact and as the internal advocate for vendor issues, questions, requests, escalations, and concerns
- Identify, advise, and execute strategic vendor priorities across marketing, merchandising, and supply chain management
- Interface with multiple portals to develop product messaging on Amazon.com, monitor catalog inventory positions, and track sales performance
- Analyze data from multiple sources and present recommendations to vendors on trends and opportunities
- Provide support and strategic business recommendations while working with internal teams to ensure operational performance
- Develop and deliver reports to vendors specific to their needs and strategic growth goals
- Educate vendors on tools, policies, processes, and relevant growth opportunities through Amazon programs and products
- Pitch promotional opportunities to help vendors drive revenue growth to meet their YoY goals
- Engage multiple internal stakeholders to problem solve, surface defects, extract and analyze data, and drive continuous improvement for your vendors and the organization
- Identify, solve, and scale process improvements across the team and broader organization
- Manage challenging account goals, issues, and projects
Requirements
- Bachelor's Degree
- Experience with Microsoft Excel
- Experience analyzing data and best practices to assess performance drivers
- 3+ years of professional work experience
- Data analysis experience including manipulating large datasets from complex systems and interpreting results
- Experience developing and implementing strategies
- Experience influencing stakeholders
- Proficient in Excel
- Time management, prioritization, and problem-solving skills
- Strong written and verbal communication skills
- Skills for building professional relationships
- Experience rapidly adapting to change and dealing with ambiguity
Nice-to-haves
- Master's Degree, or equivalent
- 3+ years of experience in account management, sales, marketing, buying, supply chain management, transportation, procurement, customer service, or consulting
- 3+ years in related industries, such as retail, hospitality, technology, consumer electronics, home goods, recreational goods, scientific products, industrial products, or telecom
- Experience with analytical & productivity tools including or similar to: Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence
- E-commerce experience
- Data analysis experience
- Proven ability to learn tools and processes then effectively using them to provide service
- Manage multiple projects and priorities in a fast-pace, deadline-focused environment
- Proven track-record of taking ownership and driving results
- Strong attention to detail
- Excellent problem-solving skills
- Comfortable working in a diverse group and contributing to an inclusive culture
Benefits
- 401k
- health_insurance
- dental_insurance
- vision_insurance
- life_insurance
- disability_insurance
- paid_holidays
- paid_volunteer_time
- tuition_reimbursement
- employee_discount_programs
- professional_development
- flexible_scheduling
