Sr Customer Success Mgr, Strategic Account Services

Amazon - Austin, TX

Full-time - Mid Level

Austin, TX

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

About the position

The Strategic Account Services (SAS) 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 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 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, proactively seeking out new opportunities and creating tailored solutions.
• Lead business strategy development and design long term account plans, collaborating effectively with cross-functional teams and your Sellers.
• Possess the ability to manage and deliver against complex account goals where strategy is not defined.
• Implement and track metrics to record the success and quality of your portfolio of Sellers.
• Build effective working relationships with your Sellers; be a trusted advisor and a business advocate.
• Deliver timely, accurate and professional operational support to all Sellers in your portfolio within a specified SLA.
• Drive optimal program and Customer Success Manager satisfaction.
• Liaise with other partner teams and coordinate cross-functionally to resolve Seller issues and questions quickly with high quality.
• Play a 'consultant' role with oversight of key strategic activities that are underway for the Seller.
• Educate Sellers on how to drive incremental growth on Amazon through frequent education on tools, policies, products and programs.
• Act as a thought leader in defining success criteria and understand business needs of Sellers in an ever-changing business environment.
• 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 to improve Amazon product based on customer feedback, data analysis, and feature gaps with competitive products.
• Aggregate themes and data to advocate to function as Voice of the Seller with owning teams to address opportunities at root cause level.
• Own project status communication and consistently impart clear and concise summaries for the projects you own.

Requirements

• 4+ 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.
• Ability to digest and manipulate large data sets by use of pivot tables, lookups, and compound formulas.
• Analytical problem-solving ability using data analysis, reporting, and forecasting to guide business decisions.
• Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities.

Nice-to-haves

• Experience in E-Commerce, Corporate Retail, Consulting and/or B2B.
• Communication and presentation skills.
• Effective territory/account management.
• Strategy development with multi-phase execution and delivery.
• 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

• Health insurance coverage
• Dental insurance coverage
• 401k benefit for retirement savings plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities