Customer Success Manager – Amazon Jobs

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

Strong client management abilities and the ability to work backwards with vendors to identify and prioritize the appropriate inputs and outputs to deliver value and growth are essential qualities for the ideal candidate for this position. In order to increase effect outside of their portfolios, they will be able to actively participate in continuous improvement projects and oversee several procedures in a fast-paced work environment. Above all, they should exhibit a strong sense of responsibility as well as the capacity to accept and work through complexity and ambiguity. They support their vendors’ experiences on the Amazon Store and are nimble, creative, and enthusiastic.

We are interested in you if you are interested in expanding Amazon’s top brands.

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 Growth:

• Determine, take appropriate action, and/or offer guidance on how to enhance business input metrics that encourage expansion and enhance the final customer experience. Determine the issues impeding growth, create solutions, test them, and then scale to assist affected vendors.
• Determine, take action, and/or exert long-term influence to optimize the potential of the vendors in your designated portfolio by analyzing data and trends.
• – Serve as a shrewd and powerful partner to your vendors. 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 in situations when a plan isn’t always clear. Make trade-offs between long-term strategic investment and immediate client needs.
• – Establish and monitor KPIs 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.
• Building strong working relationships with your vendors and acting as a reliable business advocate and advisor are key components of vendor relationship management.
• Provide all of the vendors in your portfolio with prompt, accurate, and professional operational support within a predetermined service standard.
• Promote the highest levels of program and customer success manager satisfaction.
• Communicate with other partner teams and work cross-functionally to swiftly and expertly answer vendor queries and issues.
• Assume a “consultant” role and supervise 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.
• Teach vendors how to promote gradual growth on Amazon by providing them with regular training on resources, guidelines, goods, and initiatives. 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 Process Excellence:

• In a constantly evolving business environment, take the initiative 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.
• Help with 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.
• Combine themes and data to act as the vendor’s voice, working with owning teams to solve opportunities at the root cause level while prioritizing their relative experience in design and decision-making.
• Take charge of project status updates. Provide your leadership/management team with succinct, lucid explanations of the projects you are responsible for on a regular basis. You are also proficient in providing detailed answers to inquiries.

A typical day in the life

• A typical day for a senior customer success manager could involve reviewing KPIs, finding opportunities to bridge gaps, and discussing suggestions with your vendor(s) on your weekly call to close goals.
• Teaching a new Vendor contact how to make better use of Amazon’s tools and systems.
• Investigating and fixing a problem with an item’s buyability that your vendor brought to light.
• Following up with the internal teams at Amazon that you rely on to complete tasks for your vendor (s).
• Having a meeting with your retail category manager to go over vendor roles in their strategy and to understand category strategy

Requirements:

PRIMARY QUALIFCATIONS

• • Experience: Four or more years of professional experience in buying, merchandising, planning; alternatively, applicable expertise in customer success, account management, management consulting; or alternatively, relevant experience in establishing, fostering, and expanding client relationships.
• Training: A bachelor’s degree
• Goal Attainment: Shown success in finding clients’ business possibilities and growing the company’s product acceptance and use.
• Relationship Development: Demonstrated ability to forge connections with both internal and external stakeholders, drive decisions cooperatively, settle disputes, and guarantee follow-through.
• Communication: Both written and spoken communication is 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 encouraged and uncertainty is the standard

DESIDERED SPECIFICATIONS

• A background in e-commerce.
• Retail background.
• Excellent attention to detail and a track record of successfully managing several projects and priorities in a fast-paced, uncertain, deadline-driven workplace.
• Capable of locating the source of problems and coming up with workable fixes.
• Experience working in cross-functional partnerships to advance initiatives for continuous improvement. (process improvement methodologies like DMAIC, PDCA, Six Sigma, Kaizen, Lean Manufacturing, and Six Sigma)
• Four or more years of expertise in customer success delivery, marketing, buying, or account management in allied industries such as 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.