Senior Customer Success Manager, Strategic Account Services

About the role

The Strategic Account Services (SAS) organization is seeking a Health & Personal Care (HPC) 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.

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:

• Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience.
• Identify what is hindering growth, develop solutions, and test before scaling to benefit to impacted Sellers.
• Analyze data and trends to identify, action and/or influence long term to maximize potential for your assigned portfolio of Sellers.
• Act as a strategic and influential partner for your Sellers.
• Proactively seek out new opportunities for customers and Sellers.
• 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 cross-functional teams and your Sellers finding joint areas of opportunity to drive customer success with Amazon.
• Possess the ability to manage and deliver against complex account goals where strategy is not defined.
• Able to make tradeoffs between short term customer needs and longer-term strategic investment.
• Implement and track metrics to record the success and quality of your portfolio of Sellers.
• Use these metrics to guide your work and uncover hidden areas of opportunity.

Requirements

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.

• Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products
• Bachelor's degree or equivalent
• Experience analysing market opportunities, engaging and negotiating with customers, and defining new areas of innovation
• Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions
• Experience with MS Office Professional Suite, including Microsoft Excel to manipulate and analyze data
• Experience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisions
• Experience managing multiple projects, prioritizing, planning, and managing time
• 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.

Preferred Qualifications

• Experience in Sales, Territory Planning, Merchandising, and/or relevant experience within Customer Success, Account Management, or negotiating, nurturing, and growing customer relationships
• Experience in strategic marketing management and market analysis and demonstrated ability to build and execute a strategy with clear goals and objectives to align to business and service objectives, and support portfolio objectives
• Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
• Experience communicating and delivering presentations to customers, stakeholders, and/or teammates
• Experience in E-Commerce, Corporate Retail, Consulting and/or B2B.
• Understanding of retail math and formulas for the purpose of making business decisions.
• Leverage internal AI tooling to drive efficiencies and expedite problem solving

Pay

The base salary range for this position is $80,000.00 - $140,000.00 USD annually, depending on location. 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.

Benefits

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.