Manager, Customer Success, Strategic Account Services

Amazon - Austin, TX

Full-time - Manager

Austin, TX

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Strategic Account Services (SAS) organization at Amazon is seeking a Manager, Customer Success to lead a dedicated team of Customer Success Managers. This role is pivotal in driving the growth and development of some of the most influential Sellers in the Amazon Store. As a Manager, you will be responsible for overseeing all business and operational objectives of your Customer Success Management team. Your primary focus will be to create and execute strategies that align with business goals while collaborating with your team to explore innovative ways to identify and optimize growth levers. These levers may include selection expansion, merchandising strategy, brand positioning, and catalog quality. In this dynamic and often ambiguous environment, the ideal candidate will thrive by developing, implementing, and iterating on business strategies that deliver growth and enhance the Seller experience. You will be expected to maintain relentlessly high standards and operate with a business owner mentality, understanding the key levers necessary to achieve results through your team. A passion for people management is essential, as you will be at your best when building, developing, and guiding high-performing teams. Your responsibilities will include coaching, mentoring, and developing your team of Customer Success Managers, contributing to goal setting that aligns with organizational objectives, and identifying the correct input metrics that drive growth and improve the end customer experience. Building and cultivating strong relationships with Sellers in your portfolio, as well as internal stakeholders, will be crucial. You will act as a trusted advisor and business advocate while monitoring Seller satisfaction. Additionally, you will lead or contribute to projects that drive process improvements, increase efficiency, and unlock growth opportunities for both the team and Sellers. Your role will also involve managing recruiting and hiring efforts across your direct team and the broader organization.

Responsibilities

• Coach, mentor, and develop a team of Customer Success Managers.
• Contribute to goal setting for your team to align with organizational goals and business strategy development.
• Identify the correct input metrics that drive growth and improve the end customer experience.
• Build and cultivate strong relationships with Sellers in your team's portfolio and internal stakeholders.
• Act as a trusted advisor and business advocate while monitoring Seller satisfaction.
• Lead or contribute to projects that drive process improvements and increased efficiency.
• Identify, optimize, and scale improvements that can benefit a large set of customers.
• Manage recruiting and hiring efforts across the direct team and broader organization.

Requirements

• 6+ years professional experience in Corporate Retail, Buying, Merchandising, Planning, Customer Success, Account Management, Management Consulting, Sales, Marketing, or E-Commerce.
• Bachelor's degree or equivalent.
• 5+ years professional experience developing and leading teams while driving organizational goals.
• Experience building customer relationships and identifying business opportunities for clients.
• Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.
• Track record of developing business plans and managing multiple projects and priorities across teams.

Nice-to-haves

• Experience in E-Commerce, Corporate Retail, Consulting, and/or B2B.
• Superior communication and presentation skills.
• Effective territory/account management skills.
• Understanding of retail math and formulas for business decision-making.
• Experience using analytical, account management, and productivity tools including Oracle Business Intelligence, CRM tools like SalesForce, Tableau, and Microsoft Office Suites.

Benefits

• Diverse and inclusive workplace
• Equal opportunity employer
• Accommodations for individuals with disabilities