The Strategic Account Services (SAS) organization is seeking a Senior Customer Success Manager to shape the future of the program. The Senior Customer Success Manager drives business growth for some of the most influential Sellers on the Amazon Store, ensuring Seller satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards. In this role, you will own building and executing strategic joint business plans with your Sellers; collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities.
The ideal candidate for this role should possess client management skills with the keen 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 and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios. Above all, they should demonstrate ownership and the ability to embrace and navigate ambiguity and complexity.
They are agile, inventive, and an advocate for their Sellers experience on the Amazon Store. If you are interested in growing Amazon’s leading brands, then we’re interested in you.
Key job responsibilities Customer Success Managers drive Seller business growth through customized insights, recommendations, education on tools/products/services, and delivering a positive program experience.
Business Growth
- Identify and action improvements to business input metrics that drive growth and end customer experience. Develop and test solutions before scaling.
- Analyze data and trends to maximize long-term potential for your assigned Seller portfolio.
- Act as a strategic partner for Sellers. Proactively identify opportunities, create tailored solutions, and present compelling value propositions using a consultative approach.
- Lead business strategy development and long-term account plans, collaborating cross-functionally with teams and Sellers to drive customer success.
- Manage and deliver against complex account goals where strategy is undefined. Balance short-term customer needs with longer-term strategic investment.
- Implement and track metrics to measure portfolio success and quality. Use these to guide work and uncover hidden opportunities.
Seller Relationship Management
- Build effective working relationships as a trusted advisor and business advocate.
- Deliver timely, accurate, and professional operational support within specified SLAs.
- Drive optimal program and CSM satisfaction.
- Liaise with partner teams and coordinate cross-functionally to resolve Seller issues quickly and with high quality.
- Serve as a consultant with oversight of key strategic activities, following up, escalating, and clearing blockers across organizations. Advocate as the voice of the customer internally using data and anecdotes.
- Educate Sellers on driving incremental growth through tools, policies, products, and programs. Maintain in-depth knowledge to tie recommendations to Sellers' specific goals.
Program Process Excellence
- Act as a thought leader in defining success criteria and understanding Seller business needs in a changing environment.
- Improve team efficiency and optimize processes. Manage initiatives and deliver solutions by working independently across teams.
- Assist with defining and designing tools, SOPs, and processes for Seller Services.
- Identify and define feature enhancements and new products based on customer feedback, data analysis, and competitive gaps.
- Aggregate themes and data to advocate as Voice of the Seller with owning teams, addressing opportunities at root cause level.
- Own project status communication. Deliver clear, concise summaries to leadership and answer questions in detail.
Basic Qualifications
- Experience with strong project management skills and the ability to thrive in a fast-paced environment
- Experience in data analysis, reporting, and forecasting to guide business decisions
- Bachelor's degree
- 4+ 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.
- Goal Attainment: Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
- Relationship Development: Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
- Data Manipulation: Ability to digest and manipulate large data sets by use of pivot tables, lookups, and compound formulas.
- 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.
Preferred Qualifications
- Experience with written and verbal communication and presentation
- Experience using analytical, marketing, and productivity tools including Oracle Business Intelligence, Salesforce or other CRM tools, Microsoft OneNote and Microsoft SharePoint
- Experience in E-Commerce, Corporate Retail, Consulting and/or B2B.
- 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.
- Usage of generative AI tools to enhance workflow efficiency, with a willingness to learn effective prompting and evaluation practices.
- Ability to recognize opportunities where generative AI could enhance products, workflows, or customer experiences.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, AZ, Tempe - 80,000.00 - 140,000.00 USD annually USA, TX, Austin - 80,000.00 - 140,000.00 USD annually