Full Time
Customer Success Manager – Amazon Jobs
Job Description
Job Type: Senior Customer Success Manager from home
Location: New York work from home
Company: Amazon
Responsibilities:
By offering tailored insights and recommendations, teaching about pertinent tools, goods, and services, and ensuring a great program experience, Customer Success Managers are in charge of propelling Vendor business success. A Senior Customer Success Manager’s primary duties consist of, but are not restricted to:
Business Expansion
- Determine, take appropriate action, and/or offer guidance on how to enhance business input metrics that spur expansion and enhance the final customer experience. Determine the issues impeding growth, create solutions, test them, and then scale to assist affected vendors.
- Examine data and trends to find, address, and/or influence over the long run in order to optimize the potential of the vendors in your allocated portfolio.
- Serve as your vendors’ savvy and powerful partner. Look for new opportunities for vendors and customers in a proactive manner. Provide specialized answers and suggestions when creative problem-solving is required. Make strong value offers by taking a consultative and strategic approach.
- Oversee the creation of long-term account plans and business strategies, working well with cross-functional teams and vendors to identify shared opportunities that promote Amazon customer success.
- Have the capacity to oversee and fulfill intricate account objectives even in situations when a strategy isn’t always clear. Make trade-offs between long-term strategic investment and immediate client needs.
- Put KPIs into place and monitor them to document the performance and caliber of your vendor portfolio. Make use of these measures to direct your efforts and find opportunities that are concealed.
Management of Vendor Relationships
- Establish productive working connections with your vendors and act as a dependable consultant and supporter of your company.
- Within a given service level, provide all of the vendors in your portfolio with prompt, accurate, and competent operational support.
- Promote the highest levels of customer success manager and program satisfaction.
- Communicate with other partner teams and work cross-functionally to swiftly and expertly answer vendor queries and issues.
- Assume the role of a “consultant” overseeing the Vendor’s major strategic initiatives. As appropriate, follow up, escalate, and remove obstacles across several organizations. Act as the internal customer voice by advocating on behalf of a broad customer base, driving prioritization and delivering value through data and anecdotes.
- Educate Vendors on tools, policies, goods, and programs on a regular basis to help them create incremental growth on Amazon. Retain a thorough understanding of these topics in order to notify vendors of fresh opportunities and link suggestions to their unique objectives and value offer.
Program Excellence in Processes
- In a constantly evolving business environment, take the lead in developing success criteria and comprehending the demands of vendors.
- Boost group productivity and streamline previously established procedures. Oversee projects, provide essential fixes, enhancements, and systems by operating independently inside and between teams.
- Support the conception and design of vendor services processes, standard operating procedures, and tools.
- Based on user input, data analysis, and feature gaps with competing products, identify, measure, and specify feature enhancements and new products to improve Amazon products.
- Aggregate themes and data to advocate as the voice of the Vendor with owning teams to address opportunities at root cause level, maintaining their relative experience at the center of decision making and design.
- Take charge of project status updates. Consistently convey clear and concise descriptions for the projects you own to your leadership/management team and are competent at answering inquiries in depth.
A typical day in life
A typical day for a senior customer success manager could be as follows:
- Reviewing Key Performance Indicators, bridging opportunities, and discussing ideas to narrow gaps to goals with your Vendor(s) in your weekly call.
- Educating a new contact at your Vendor on how to effectively exploit Amazon resources and systems.
- Deep diving and fixing an item buyability issue that was surfaced by your Vendor.
- Checking in with the Amazon internal teams that you rely on to complete work for your vendor(s).
- Having a meeting with your retail category manager to go over the strategy for your category and the part your vendor plays in it.
Requirements:
PRIMARY QUALIFCATIONS
- The candidate must possess at least four years of professional expertise in buying, merchandising, planning, and/or related experience in customer success, account management, management consulting, as well as the ability to negotiate, cultivate, and expand customer relationships.
- Degree of education: Bachelor’s
- Goal Attainment: Shown success in finding customers’ business possibilities and growing the company’s product acceptance and use.
- Relationship Development: Demonstrated ability to forge strong bonds with both internal and external stakeholders, work together to drive decisions, settle disputes, and guarantee follow-through.
- Communication: Both written and spoken communication are excellent.
- Data analysis: The capacity to solve problems analytically. makes use of forecasting, reporting, and data analysis to inform business decisions.
- Planning: Proven track record of creating business plans along with the capacity to manage several projects and priorities among teams in a hectic, deadline-driven setting.
- Self-Starter: Proven capacity to function in a fast-paced setting where ongoing innovation is valued and uncertainty is the norm.
DESIDERED SPECIFICATIONS
- Experience with e-commerce.
- Experience in retail.
- Excellent attention to detail and a track record of successfully managing several projects and priorities in a confusing, deadline-driven, fast-paced setting.
- Capable of locating the source of problems and identifying workable fixes.
- Proven track record of collaborating across functional boundaries to advance projects for continuous improvement. (process improvement methodologies like DMAIC, PDCA, Six Sigma, Kaizen, Lean Manufacturing, and Six Sigma)
- At least four years of expertise in customer success delivery, marketing, buying, or account management in similar fields including retail, telecom, technology, or hospitality.
- Proficiency with analytical, sales, and productivity applications such as Salesforce, Microsoft Excel, Microsoft OneNote, Microsoft SharePoint, and Oracle Business Intelligence.
