Senior Customer Success Manager, Amazon Vendor Services - Consumables

About the position

The Amazon Vendor Services 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 strong 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 a high level of 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.

Responsibilities

• Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience.
• 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.
• Lead business strategy development and design long term account plans.
• Possess the ability to manage and deliver against complex account goals.
• Implement and track metrics to record the success and quality of your portfolio of Sellers.
• Build effective working relationships with your Sellers.
• Deliver timely, accurate and professional operational support to all Sellers in your portfolio.
• Drive optimal program and Customer Success Manager satisfaction.
• Liaise with other partner teams and coordinate cross-functionally to resolve Seller issues.
• Educate Sellers on how to drive incremental growth on Amazon.
• Act as a thought leader in defining success criteria and understand business needs of Sellers.
• Improve team efficiency and optimize previously defined processes.
• Assist with the definition and design of tools, standard operating procedures and processes of Seller Services.
• Identify, quantify, and define feature enhancements and new products.
• Aggregate themes and data to advocate to function as Voice of the Seller.
• Own project status communication.

Requirements

• 4+ years professional experience in Buying, Merchandising, Planning, and/or relevant experience within Customer Success, Account Management, Management Consulting.
• Bachelor's degree.
• Demonstrated success identifying business opportunities for clients.
• 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.
• Demonstrated ability to work in a fast-paced environment.

Nice-to-haves

• E-Commerce experience.
• Retail experience.
• Strong attention to detail.
• Experience with partnering cross functionally to drive results.
• 4+ years' experience in account management, marketing, buying, or customer success delivery.
• Experience using analytical, sales, and productivity tools.

Benefits

• Medical, financial, and/or other benefits.
• Equity, sign-on payments, and other forms of compensation may be provided.