Customer Service – Remote Jobs Houston

Job Type: Customer Service from home
Location: Texas work from home
Company: Amazon

Position Description:

In a fast-paced work environment, they will be able to handle different workflows and actively take part in continuous improvement projects to expand their impact beyond their own portfolios. They should, above all, exhibit ownership and the capacity to accept and manage complexity and ambiguity.

Essential job duties

• By offering personalized insights and recommendations, teaching about pertinent tools, goods, and services, and ensuring a great program experience, Customer Success Managers are in charge of promoting Seller business success. The following are just a few of the principal duties of a Senior Customer Success Manager:

• Business Growth – Determine business input indicators that drive growth and enhance the end-user experience, take appropriate action, and/or offer guidance. Determine the factors preventing growth, come up with remedies, and test them before scaling to the advantage of the affected Businesses.

• Examine data and trends to spot, act upon, and/or influence long-term trends to optimize potential for the portfolio of Sellers you have been allocated.
• Be a proactive, powerful partner for your Sellers. actively look for new chances for buyers and sellers. Where original thinking is required, develop customised solutions and recommendations. Using a strategic and consultative manner, present compelling value propositions.
• Develop business strategies, create long-term account plans, and work well with cross-functional teams and your sellers to identify collaborative opportunities that will help customers succeed on Amazon.
• possess the capacity to oversee and meet challenging account goals when no clear strategy is in place. capable of balancing short-term client needs with long-term strategic investments.
• Establish and monitor KPIs to keep track of the performance and caliber of the sellers in your portfolio. Utilize these indicators to direct your work and find untapped opportunities.

Establish strong working ties with your sellers; act as a dependable counselor and a supporter of their businesses.

• Under a predetermined SLA, provide quick, accurate, and competent operational support to all Sellers in your portfolio.
• Promote the success of the program and the Customer Success Manager.
• Communicate with other partner teams and work cross-functionally to find rapid, effective solutions to Seller concerns and queries.
• Perform the role of a “consultant,” overseeing the Seller’s important strategic initiatives and following up, elevating, and resolving roadblocks as necessary across several groups. Internally, act as the customer’s voice by prioritizing with the help of data and anecdotes in order to give value to a wider range of clients.
• Teach sellers on how to use tools, regulations, products, and initiatives to create incremental growth on Amazon. To keep Sellers informed of new prospects and connect recommendations to their unique goals and value offer, maintain in-depth expertise in these areas.

Process Excellence in Programs

• Have a thought-leadership role in developing success criteria and comprehending sellers’ business needs in a dynamic business environment.
• Boost team productivity and streamline previously established procedures. By working autonomously across teams, manage efforts and produce crucial solutions, improvements, and methods.
• Help with the development of Seller Services’ tools, standard operating procedures, and processes.
• Based on consumer feedback, data analysis, and feature gaps with competing products, identify, measure, and specify feature enhancements and new products to improve Amazon products.
• Gather themes and data to support acting as the Voice of the Seller with owning teams to address opportunities at the root cause level, putting their respective experience at the center of decision-making and design.
• Own communication of project status. Provide your leadership/management team consistent, succinct explanations of the projects you are responsible for, and are proficient at thoroughly responding to inquiries.

BASIC REQUIREMENTS

• A bachelor’s degree or its equivalent.

• Experience: 4+ years of professional experience in purchasing, merchandising, planning, and/or applicable experience in the fields of customer success, account management, management consulting, and/or relevant experience in establishing, fostering, and expanding relationships with clients.
• Target Attainment: Proven success in discovering commercial possibilities for customers and boosting product uptake and usage.
• Relationship Development: Demonstrated record of establishing and maintaining connections with internal and external stakeholders to facilitate decision-making, settle disputes, and ensure follow-through.
• Data Manipulation: The use of pivot tables, lookups, and complex algorithms to process and manipulate massive data sets.
• Data Analysis: Capability to solve problems analytically. makes business decisions through data analysis, reporting, and forecasting.
• Planning: Proven track record of creating business plans with the ability to successfully coordinate many projects and priorities across teams in a time-constrained setting.