Senior Customer Success Manager – Amazon Remote Jobs

Job Type: Senior Customer Success Manager from home
Location: Florida work from home
Company: Amazon

The Amazon Vendor Services team is looking for a Senior Customer Success Manager to help shape the program’s future. The Senior Customer Success Manager drives business growth for some of the Amazon Store’s most influential Sellers, ensuring Seller satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards. In this role, you will be responsible for developing and executing strategic joint business plans with your Sellers, as well as collaborating with them to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities.
The ideal candidate for this position will have strong client management skills as well as the 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, as well as actively participate in continuous improvement initiatives that will multiply their impact beyond their portfolios. Above all, they should show a strong sense of ownership as well as the ability to embrace and navigate ambiguity and complexity. They are agile, inventive, and an advocate for their Sellers’ Amazon Store experience. We’re interested in you if you’re interested in growing Amazon’s leading brands.

Responsibilities:

Customer Success Managers are responsible for driving Seller business growth by providing customized insights and recommendations, educating about relevant tools, products, and services, and providing a positive program experience. A Senior Customer Success Manager’s primary responsibilities include, but are not limited to:

Business Development

• Identify, implement, and/or advise on how to improve business input metrics that drive growth and improve end-customer experience. Determine what is impeding growth, devise solutions, and test them before scaling to benefit impacted Sellers.
• Analyze data and trends to identify, act on, and/or influence long-term opportunities for your assigned Seller portfolio.
• Serve as a strategic and powerful partner to your Sellers. Seek out new opportunities for customers and sellers on a regular basis. Create tailored solutions and recommendations when thinking outside the box is required. Use a strategic and consultative approach to present compelling value propositions.
• Lead the development of business strategies and long-term account plans, collaborating effectively with cross-functional teams and your Sellers to identify joint areas of opportunity to drive customer success on Amazon.
• Capable of managing and delivering on complex account goals where strategy is not defined. Capable of balancing short-term customer needs with long-term strategic investment.
• Implement and track metrics to track the success and quality of your Seller portfolio. Use these metrics to guide your work and uncover untapped opportunities.

Management of Seller Relationships

• Develop strong working relationships with your Sellers; act as a trusted advisor and business advocate.
• Within a specified SLA, provide timely, accurate, and professional operational support to all Sellers in your portfolio.
• Ensure the best possible program and Customer Success Manager satisfaction.
• Liaise with other partner teams and coordinate cross-functionally to quickly and accurately resolve Seller issues and questions.
• Act as a “consultant” for the Seller, overseeing key strategic activities, following up, escalating, and clearing blockers as needed across multiple organizations. Advocate as the internal customer voice, using data and anecdotes to drive prioritization and deliver value to a larger customer base.
• Educate Sellers on how to drive incremental growth on Amazon by providing regular training on tools, policies, products, and programs. Maintain in-depth knowledge in these areas in order to keep Sellers up to date on new opportunities and to tie recommendations to their specific goals and value proposition.

Excellence in Program Processes

• Act as a thought leader in defining success criteria and understanding Sellers’ business needs in a constantly changing business environment.
• Boost team productivity and optimize previously defined processes. Working independently across teams, manage initiatives, deliver critical solutions, improvements, and mechanisms.
• Assist in the definition and design of tools, standard operating procedures, and Seller Services processes.
• Determine, quantify, and define feature enhancements and new products to improve Amazon products based on customer feedback, data analysis, and feature gaps with competitors.
• Gather themes and data to advocate as the Voice of the Seller with owning teams to address opportunities at the root cause level, while keeping their relative experience at the forefront of decision making and design.
• Communicate project status on your own. Consistently provide clear and concise summaries for the projects you own to your leadership/management team, and are capable of answering detailed questions.

A typical day in the life

• Reviewing Key Performance Indicators, bridging opportunities, and sharing recommendations to close gaps to goals with your Customer(s) in your weekly call as a Sr. Customer Success Mgr.
• Teaching a new contact at your customer how to use Amazon tools and systems more effectively.
• Investigating and resolving an item buyability issue raised by your Customer.
• Following up with internal Amazon teams on which you rely to complete tasks for your customer (s).
• Meeting with your Retail Category Manager to understand Category strategy and discuss the role of your Customer(s) in their strategy.
• Organize a meeting with your customer and internal Amazon team members to educate them on the new Amazon Supply Chain program.

About the group

The Amazon Vendor Services program is a paid service that provides services in one of five major categories to enrolled Selling Partners: (1) A designated Senior Customer Success Manager, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. As a member of the Consumables Category team and the designated Sr. Customer Success Mgr, you will support one to four Selling Partners in the Consumables categories. Health & Personal Care, Pets, Grocery, Mass Beauty, Premium Beauty, and Baby are the categories of consumables. As the Selling Partners supported by this role may span multiple Brands, end Customer segments, and product categories, the role has a broad scope.

While this position is advertised as virtual, you may be based in Seattle, Austin, or Arlington. If you choose to work virtually, you will be expected to visit one of these locations once every quarter.

Requirements:

ESSENTIAL QUALIFICATIONS

• Experience: 4+ years professional experience in Buying, Merchandising, Planning, and/or Customer Success, Account Management, Management Consulting, and/or relevant experience in negotiating, nurturing, and growing customer relationships.
• Education: A bachelor’s degree or its equivalent is required.
• Goal Achievement: Proven success in identifying business opportunities for clients as well as increasing adoption and utilization of company products.
• Relationship Development Proven track record of developing relationships with internal and external stakeholders, driving collaborative decision-making, resolving conflicts, and ensuring follow-through.
• Excellent verbal and written communication skills.
• Data Analysis: The ability to solve problems analytically. Data analysis, reporting, and forecasting are used to help guide business decisions.
• Planning: Proven track record of creating business plans, as well as the ability to manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
• Self-Starter: Proven ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is expected.

DESIRED QUALIFICATIONS

• Previous e-commerce experience.
• Excellent attention to detail, as well as the ability to manage multiple projects and priorities in an ambiguous, fast-paced/deadline-driven environment.
• Capable of identifying root causes and scalable solutions to problems.
• Proven ability to contribute to initiatives aimed at continuous improvement.
• Demonstrated ability to collaborate cross-functionally to achieve results.
• Excellent written and oral communication skills.
• 4+ years of experience in account management, marketing, purchasing, or customer service delivery in industries such as retail, telecommunications, technology, or hospitality.
• Working knowledge of analytic, sales, and productivity tools such as Oracle Business Intelligence, Salesforce, Microsoft Excel, Microsoft OneNote, and Microsoft SharePoint.

The salary range for this position in Jersey City is $80,000 – 140,000 per year; however, base pay may vary depending on job-related knowledge, skills, and experience. Depending on the position offered, a sign-on bonus and restricted stock units may be included in the compensation package, in addition to a full range of medical, financial, and/or other benefits. This information is provided in accordance with the Pay Transparency Regulation of the Municipal Code of Jersey City. The information on base pay is based on market location. Interested candidates should apply through Amazon’s internal or external careers site.

In Colorado, the salary range for this position is $80,000 – 140,000 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Depending on the position offered, a sign-on bonus and restricted stock units may be included in the compensation package, in addition to a full range of medical, financial, and/or other benefits. This information is provided in accordance with the Colorado Equal Pay Act. The information on base pay is based on market location. Interested candidates should apply through Amazon’s internal or external careers site.