Senior Customer Success Manager

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 are responsible for driving Seller business growth by providing customized insights and recommendations, educating regarding relevant tools, products, and services, and delivering a positive experience with our program. The key responsibilities of a Senior Customer Success Manager include but are not limited to:

• Business Growth
• Seller Relationship Management
• Program Process Excellence

Basic Qualifications

Experience: 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.

Bachelor's degree or equivalent. 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.

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.

Preferred Qualifications

Experience in E-Commerce, Corporate Retail, Consulting and/or B2B. 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. Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.

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.