Senior Customer Success Manager_

Seattle

Description

Do you want to make bold impacts with some of our largest and most visible Retail brands on Amazon? Are you a passionate, customer-obsessed leader with a desire to influence how we drive business growth? You may be a great fit for the Amazon Vendor Services (AVS) Signature Team!

The Signature team works directly with a selection of the most strategic Retail vendors to improve the value, selection and convenience across their Amazon business. Our team creates and innovates across brands, processes and people to grow business results and improve Vendor engagement and satisfaction. We are seeking a highly motivated Customer Success Manager to drive business growth for the most strategic Retail Vendors on the Amazon platform, ensuring Vendor satisfaction with the program through a high level of service and maintaining high operational standards. In this role, you will influence building and executing strategic business plans with your Vendor, and collaborating with them to explore innovative merchandising, operational, and selection improvement opportunities.

The ideal candidate for this role should possess strong account management and/or vendor management skills. They should be able to deliver on commitments, manage workflows in a fast-paced work environment and actively participate in contributing to continuous improvement initiatives. Above all, they should demonstrate a high level of ownership and ability to navigate ambiguity.

If you are interested in growing Amazon’s top brands, then we’re interested in you.

Key job responsibilities

Customer Success Managers are responsible for driving Vendor business growth and delivering a positive experience through the program as follows:

Vendor Support and Business Growth:

•Identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience in collaboration with other Amazon programs and teams.

•Execute tactical support requests for Vendor, such as issue troubleshooting and data reporting. Following up and escalating as appropriate to get these resolved in a timely manner.

•Demonstrate excellent time-management skills and the ability to work independently while using centralized resources, policies and procedures.

Vendor Relationship Management:

•Build strong relationship with the Vendor; be a trusted advisor and the central contact for their issues, questions, requests, escalations, and concerns.

•Liaise with other internal departments as necessary to resolve Vendor issues and questions quickly and with high quality.

•Teach Vendors how to be more successful on Amazon through training them on Amazon tools and policies and educating them on relevant growth opportunities in Amazon’s ecosystem of products.

Basic Qualifications

• Bachelor’s Degree

• 4+ years professional experience with a focus in business relationship management or relevant experience within Customer Success, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing business relationships.

• Experience using productivity tools including Microsoft Office Suites, Microsoft OneNote, and ability to quickly learn new tools and processes.

• Expertise in Excel, including use of complex formulas and pivot tables to manipulate large datasets and interpret results.

• Demonstrated ability perform data analysis, reporting, and forecasting to guide business decisions in an ambiguous environment.

• Strong written and verbal communication skills. Proficiency in composing concise, accurate and appropriately targeted responses.

• Strong organizational skills including prioritizing, time management, and managing multiple projects in a fast-paced, deadline-driven environment.

• Strong attention to detail and excellent problem-solving skills.

Preferred Qualifications

Preferred Qualifications

• 5+ E-commerce or retail industry experience

• 5+ Professional experience in Fashion or Fitness industry

• 5+ years professional experience with a focus in relationship management and negotiation skills

•Experience with analytical & productivity tools including or similar to: Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence

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 mazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $72,000/year in our lowest geographic market up to $154,000/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 boutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.