Description

The Amazon Vendor Services organization is seeking a Manager, Customer Success Manager to lead a team of Customer Success Managers responsible for the growth and development of some of the most influential Sellers in the Amazon Store.

The ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate on business strategies to deliver growth and positive experience for Sellers. This person has relentlessly high standards and operates as a business owner who understand key levers to achieve results through their team. They have a passion for people management and are at their best when they’re building, developing and guiding high-performing teams.

In this role, you will be responsible for all business and operational objectives of your Customer Success Management team. You’ll drive the creation and execution of strategies to achieve business goals and collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.

Key job responsibilities

• Create business and operational objectives for your Customer Success team . You’ll drive the creation and execution of strategies to achieve business goals, including identifying the correct input metrics to track progress against these goals.

• Collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.

• Contribute to goal setting and business strategy development for your peer team to align with Consumables organizational goals.

• Deliver against complex goals where strategy is not defined.

• Make tradeoffs between short term Customer needs and longer-term strategic investment.

• Implement and track key input metrics to (1) Measure your team’s success in driving growth for your Customers and (2) Evaluate the quality of the end-Customer experience. Use these metrics to guide your work and uncover hidden areas of opportunity.

• Build and cultivate strong relationships with team’s Customers, along with internal stakeholders; be a trusted advisor and a business advocate.

• Monitor Customer satisfaction survey results, and investigate both positive and negative feedback trends. Establish improvement plans and manage expectations with Customer Success Managers as appropriate.

• Use Customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate Customer growth and improve their experience working with Amazon.

• Spot areas of unnecessary process or inefficiencies and work to remove blockers for Customer Success Managers.

• Identify, optimize, and scale improvements that can benefit a large set of Customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations.

• Participate in hiring efforts across direct team and broader organization. Coach, mentor, and develop your team.

A day in the life

• Participate in an Customer Success Manager interview loop and debrief for 1-4 Candidates.

• Coach an employee on how to properly bridge during WBR and improve their soft-skills.

• Have a career conversation with an CSM; review the CSM’s opportunities, strengths and forward-looking path.

• Review connections data and create a plan to address team concerns and expand on new team ideas.

• Audit business performance metrics for the Customers managed by your team and highlight key opportunities and concerns in the metrics to your team.

• Write or contribute to a document for an organization wide initiative.

About the team

The Amazon Vendor Services program is a paid service that offers enrolled Selling Partners services in one of five major categories: (1) A designated Account Manager, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. In this role, you will be a member of the Consumables Category team, and will lead a team of Account Managers who support Selling Partners within the Consumables categories. Consumables categories consist of Health & Personal Care, Grocery, Pets, Mass Beauty, Premium Beauty, and Baby. The role offers broad scope as the Selling Partners supported by this role may span numerous Brands, end Customer segments, and product categories.

We are open to hiring candidates to work out of one of the following locations:

Arlington, VA, USA | Austin, TX, USA

Basic Qualifications

• Experience: 6+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management ,Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.

• Education: Bachelor's degree or equivalent.

• Goal Attainment: Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.

• Relationship Management: Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through. Proven track record of delivering results through a team.

• Communication: Excellent verbal and written communication.

• Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.

• Planning: Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.

• Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.

Preferred Qualifications

• Experience in E-Commerce, Corporate Retail, Consulting and/or B2B

• Superior communication and presentation skills

• Effective territory/account management. Strategy development with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiation.

• Understanding of retail math and formulas for the purpose of making business decisions.

• Experience using analytical, account management, and productivity tools including Oracle Business Intelligence, CRM tools like SalesForce, Tableau, and Microsoft Office Suites.

The base pay range for this position in Colorado is $121,500 - 212,500/yr and in New York City is $133,600 - 233,800/yr. Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and other benefits, dependent on the position offered. Applicants should apply via Amazon's internal or external careers site.

• The pay range for this position in Colorado is $121,500 - 212,500(yr); however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $109,300/year in our lowest geographic market up to $233,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.