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Senior Customer Success Manager, Strategic Account Services

Amazon · Austin, TX · Today
PurchasingFull-time

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

  • Drive Seller business growth by providing customized insights and recommendations, educating regarding relevant tools, products, and services, and delivering a positive experience with our program.

  • Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience.

  • 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; be a trusted advisor and a business advocate.

  • Build effective working relationships with your Sellers; deliver timely, accurate and professional operational support to all Sellers in your portfolio within a specified SLA.

  • Manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios.

  • Own project status communication. Consistently impart clear and concise summaries for the projects you own to your leadership/management team and are effective at answering questions in detail.

Qualifications

  • Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products.

  • Bachelor's degree or equivalent experience.

  • 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.

  • Understanding of retail math and formulas for the purpose of making business decisions.

  • Leverage internal AI tooling to drive efficiencies and expedite problem solving.

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