Senior Customer Success Manager, Amazon Vendor Services - Consumables

Amazon - Austin, TX

Full-time - Mid Level

Austin, TX

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

About the position

The Senior Customer Success Manager at Amazon Vendor Services is responsible for driving business growth for influential Sellers on the Amazon Store. This role focuses on ensuring Seller satisfaction through strategic insights and high operational standards, while building and executing joint business plans. The ideal candidate will possess strong client management skills, the ability to navigate complexity, and a commitment to continuous improvement, all while advocating for the Seller experience.

Responsibilities

• Identify and provide advice on improving business input metrics that drive growth and enhance customer experience.
• Analyze data and trends to maximize potential for assigned Sellers.
• Act as a strategic partner for Sellers, seeking new opportunities and creating tailored solutions.
• Lead business strategy development and design long-term account plans in collaboration with cross-functional teams.
• Manage and deliver against complex account goals, balancing short-term needs with long-term investments.
• Implement and track metrics to measure success and quality for the portfolio of Sellers.
• Build effective relationships with Sellers, acting as a trusted advisor and business advocate.
• Deliver timely and professional operational support to Sellers within specified SLAs.
• Drive program and Customer Success Manager satisfaction.
• Coordinate with partner teams to resolve Seller issues quickly and effectively.
• Educate Sellers on driving incremental growth through tools, policies, and programs.
• Define success criteria and understand the evolving business needs of Sellers.
• Improve team efficiency and optimize processes, managing initiatives and delivering solutions.
• Assist in defining tools and processes for Seller Services.
• Advocate for Sellers by aggregating data and themes to address root causes of issues.
• Communicate project status clearly and concisely to leadership.

Requirements

• 4+ years of professional experience in Buying, Merchandising, Planning, Account Management, or Management Consulting.
• Bachelor's degree.
• Demonstrated success in identifying business opportunities and increasing product adoption.
• Proven track record of building relationships with stakeholders and driving collaborative decisions.
• Excellent verbal and written communication skills.
• Analytical problem-solving ability using data analysis and forecasting for business decisions.
• Experience in developing business plans and managing multiple projects in a fast-paced environment.
• Self-starter with the ability to work in an innovative and ambiguous environment.

Nice-to-haves

• E-Commerce experience.
• Retail experience.
• Strong attention to detail and ability to manage multiple projects in a fast-paced environment.
• Experience in root cause analysis and scalable solution identification.
• Experience with cross-functional partnerships for continuous improvement initiatives.
• 4+ years in account management, marketing, buying, or customer success in related industries.
• Familiarity with analytical and productivity tools like Oracle Business Intelligence, Salesforce, and Microsoft Excel.

Benefits

• Health insurance
• 401k
• Paid holidays
• Flexible scheduling
• Professional development opportunities