Manager, Customer Success, Mass Beauty
Amazon.com - Seattle, WA
posted 2 days ago
About the position
The Mass Beauty team is seeking a Manager, Customer Success Manager to lead a team of Customer Success Managers responsible for the growth and development of some of the most influential Sellers in the Amazon Store. The ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate on business strategies to deliver growth and positive experience for Sellers. This person has relentlessly high standards and operates as a business owner who understands key levers to achieve results through their team. They have a passion for people management and are at their best when they're building, developing and guiding high-performing teams. In this role, you will be responsible for all business and operational objectives of your Customer Success Management team. You'll drive the creation and execution of strategies to achieve business goals and collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.
Responsibilities
- Create business and operational objectives for your Customer Success team.
- Drive the creation and execution of strategies to achieve business goals, including identifying the correct input metrics to track progress against these goals.
- Collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.
- Contribute to goal setting and business strategy development for your peer team to align with Consumables organizational goals.
- Deliver against complex goals where strategy is not defined.
- Make tradeoffs between short term Customer needs and longer-term strategic investment.
- Implement and track key input metrics to measure your team's success in driving growth for your Customers and evaluate the quality of the end-Customer experience.
- Build and cultivate strong relationships with team's Customers, along with internal stakeholders; be a trusted advisor and a business advocate.
- Monitor Customer satisfaction survey results, and investigate both positive and negative feedback trends.
- Establish improvement plans and manage expectations with Customer Success Managers as appropriate.
- Use Customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate Customer growth and improve their experience working with Amazon.
- Spot areas of unnecessary process or inefficiencies and work to remove blockers for Customer Success Managers.
- Identify, optimize, and scale improvements that can benefit a large set of Customers.
- Participate in hiring efforts across direct team and broader organization.
- Coach, mentor, and develop your team.
Requirements
- 6+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting.
- Bachelor's degree or equivalent.
- Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
- Proven track record of building and cultivating relationships with internal and external stakeholders.
- Excellent verbal and written communication.
- Analytical problem-solving ability.
- Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities.
- Demonstrated ability to work in a fast-paced environment where continuous innovation is desired.
Nice-to-haves
- Experience in E-Commerce, Corporate Retail, Consulting and/or B2B.
- Superior communication and presentation skills.
- Effective territory/account management.
- Understanding of retail math and formulas for the purpose of making business decisions.
- Experience using analytical, account management, and productivity tools including Oracle Business Intelligence, CRM tools like SalesForce, Tableau, and Microsoft Office Suites.
Benefits
- Medical, financial, and/or other benefits.
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.
