Strategic Customer Success Manager, Amazon Vendor - Santa Monica, United States - Amazon Services LLC

Amazon Services LLC

Verified Company

Santa Monica, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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.

Education: Bachelor's degree
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 followthrough.
Communication: Excellent verbal and written communication.
Data Analysis: Analytical problemsolving 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 fastpaced, deadlinedriven environment.
Self-Starter: Demonstrated ability to work in a fastpaced environment where continuous innovation is desired and ambiguity is the norm.

The Amazon Vendor Services 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 Vendors on the Amazon Store, ensuring Vendor 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 Vendors; collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities.

Key job responsibilities

Customer Success Managers are responsible for driving Vendor 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

Identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve the end customer experience. Identify what is hindering growth, develop solutions, and test before scaling to benefit impacted Vendors.
Analyze data and trends to identify, action, and/or influence long term to maximize potential for your assigned portfolio of Vendors.
Act as a strategic and influential partner for your Vendors. Proactively seek out new opportunities for customers and Vendors. Create tailored solutions and recommendations where out of the box thinking is necessary. Present compelling value propositions using a strategic and consultative approach.
Lead business strategy development and design long term account plans, collaborating effectively with crossfunctional teams and your Vendors to find joint areas of opportunity that drive customer success with Amazon.
Possess the ability to manage and deliver against complex account goals where strategy is not always defined. Make tradeoffs between short term customer needs and long term strategic investment.
Implement and track metrics to record the success and quality of your portfolio of Vendors. Use these metrics to guide your work and uncover hidden areas of opportunity.

Vendor Relationship Management

Build effective working relationships with your Vendors; be a trusted advisor and a business advocate.
Deliver timely, accurate, and professional operational support to all Vendors in your portfolio within a specified service level.
Drive optimal program satisfaction and Customer Success Manager satisfaction.
Liaise with other partner teams and coordinate crossfunctionally to resolve Vendor issues and questions quickly, and with high quality.
Play a "consultant" role with oversight of key strategic activities that are underway for the Vendor. Follow up, escalate, and clear blockers as appropriate across multiple organizations. Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization and deliver value across a large customer set.
Educate Vendors on how to drive incremental growth on Amazon through frequent education on tools, policies, products, and programs. Maintain indepth knowledge in these areas to keep Vendors informed of new opportunities and tie recommendations to their specific goals and value proposition.

Program Process Excellence

Act as a thought leader in defining success criteria and understand business needs of Vendors in an everchanging business environment.
Improve team efficiency and optimize previously defined processes. Manage initiatives, deliver critical solutions, improvements, and mechanisms by working independently across teams.
Assist with the