Customer Success Manager – Amazon Jobs

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

This job can be done virtually in the US or in one of our approved offices in Seattle, Austin, Chicago, New York, Tempe, Nashville, or Santa Monica.

Strategic Account Services (SAS) is looking for a Customer Success Manager to help shape the program’s future. The Senior Customer Success Manager helps some of the most influential Sellers on the Amazon Store grow their businesses. They do this by making sure the Sellers are happy by providing the best level of service possible through strategic insights and high operational standards. In this role, you’ll be in charge of making and implementing strategic business plans with your Sellers. You’ll also work with them to find new ways to improve selection, merchandising, traffic, and conversion, as well as ways to improve operations.
The best person for this job should have strong client management skills and be able to work backwards with Sellers to find and prioritize the right inputs and outputs to deliver value and growth. They will be able to handle multiple workflows in a fast-paced work environment and take part in continuous improvement projects to make an impact beyond their portfolios. Above all, they should show a high level of ownership and the ability to accept ambiguity and complexity and figure out how to deal with them. They are quick, creative, and always looking for ways to improve the Amazon Store experience for their sellers. If you want to help grow Amazon’s top brands, then we want to talk to you.

Responsibilities:

Customer Success Managers are in charge of helping Sellers grow their businesses by giving them personalized insights and suggestions, teaching them about relevant tools, products, and services, and making sure they have a good time with our program. Some of a Senior Customer Success Manager’s most important jobs are, but are not limited to:
Business Growth
• Find, act on, or give advice on how to improve business input metrics that lead to growth and a better experience for the end customer. Find out what is stopping growth, come up with solutions, and test them before you scale to help affected Sellers.
• Look at data and trends to find, act on, or have an effect on long-term opportunities for the Sellers in your portfolio.
• Work with your Sellers as a strategic and influential partner. Find new ways for customers and sellers to work together. Make custom solutions and suggestions when you need to think outside the box. Use a strategic and consultative approach to present compelling value propositions.
• Lead the development of business strategies and long-term account plans, working well with cross-functional teams and your Sellers to find places where they can work together to help customers succeed with Amazon.
• Be able to manage and deliver on complex account goals when there isn’t a clear strategy. Ability to choose between short-term customer needs and long-term investments.
• Set up and keep track of metrics to keep track of the success and quality of the Sellers in your portfolio. Use these metrics to guide your work and find opportunities you might not have seen before.
Relationship management with sellers
• Work well with your Sellers; be a trusted advisor and an advocate for your business.
• Give all Sellers in your portfolio operational support that is on time, accurate, and done in a professional way, within a SLA.
• Make sure the program and Customer Success Manager are as happy as possible.
• Communicate with other partner teams and work with them to solve Seller problems and questions quickly and well.
• Play the role of a “consultant” and keep an eye on the key strategic activities that the Seller is already working on. This includes following up, escalating problems, and getting rid of roadblocks as needed across multiple organizations. Advocate as the customer’s voice inside the company and use data and anecdotes to help set priorities so that more customers can get value.
• Teach sellers how to grow their business on Amazon by teaching them about tools, policies, products, and programs often. Keep up-to-date on these areas so you can tell Sellers about new opportunities and tie your recommendations to their goals and value proposition.
Program Process Excellence
• Be a thought leader when it comes to defining success criteria and understanding the business needs of Sellers in a business world that is always changing.
• Make the team work better and optimize the processes that have already been set up. Working independently across teams, you can manage projects and deliver important solutions, improvements, and mechanisms.
• Help figure out what tools, standard operating procedures, and processes Seller Services needs and how to make them.
• Identify, quantify, and define feature improvements and new products to improve Amazon products based on customer feedback, data analysis, and feature gaps with competitive products.
• Collect themes and data to act as the “Voice of the Seller” with the teams that own the opportunities to address them at the root cause level, keeping their specific experience in mind as decisions are made and designs are made.
• Tell others about the status of your project. Give your leadership or management team clear, concise summaries of the projects you are in charge of and are good at giving detailed answers to questions.

Requirements:

BASIC QUALIFICATIONS

• Experience: 4+ years of professional experience in buying, merchandising, planning, and/or relevant experience in customer success, account management, management consulting, and/or relevant experience in negotiating, maintaining, and growing customer relationships.
• Must have a bachelor’s degree or something similar.
• Achieved Goal: Shown success in finding business opportunities for clients and getting more people to buy and use company products.
• Building relationships Proven track record of building and maintaining relationships with internal and external stakeholders to drive decisions, resolve conflicts, and make sure that things get done.
• Communication: He or she can talk and write well.
• Data analysis: the ability to think analytically and solve problems. Uses data analysis, reporting, and forecasting to help businesses make decisions.
• Planning: A track record of making business plans and a proven ability to manage multiple projects and priorities across teams in a fast-paced environment with tight deadlines.
• Self-Starter: Proven ability to work in a fast-paced environment where constant innovation is wanted and ambiguity is the norm.
• Have a basic understanding of how to work with data in Excel.
• Knowledge of how to use CRM software

PREFERRED QUALIFICATIONS

• Experience with e-commerce, corporate retail, consulting, or business-to-business (B2B); • Excellent communication and presentation skills; • Ability to manage territory and accounts well. Strategy development with multiple phases of execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiations.
• Know how to use math and formulas for retail in order to make business decisions.
• Experience with analytical, account management, and productivity tools, such as Oracle Business Intelligence, CRM tools like SalesForce, Tableau, and Microsoft Office Suites.

In Colorado, the pay range for this job is between $58,200 and $101,800 per year. However, the base pay may change depending on the knowledge, skills, and experience related to the job. Depending on the job, the compensation package could include a sign-on bonus and restricted stock units, as well as a full range of medical, financial, and/or other benefits. The Colorado Equal Pay Act says that this information must be given. The information about base pay is based on where the market is. Applicants should use Amazon’s internal or external careers site to send in their applications.

Amazon is committed to having a workplace that is open to everyone. Amazon is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

According to the Los Angeles Fair Chance Ordinance, we will hire qualified people who have been arrested or convicted in the past.

According to the San Francisco Fair Chance Ordinance, we will hire qualified people who have been arrested or convicted in the past.

Our pay is based on how much work costs in different parts of the US. The base pay for this job ranges from $52,400 per year in our lowest geographic market to $112,000 per year in our highest geographic market. Pay depends on a number of things, like where the market is, and can change based on knowledge, skills, and experience related to the job. Amazon is a company based on total compensation. Depending on the job offer, a full range of medical, financial, and/or other benefits, as well as equity, sign-on payments, and other forms of compensation, may be part of a total compensation package. Those who want to apply should do so through our internal or external career site.