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

• 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 your portfolios.
• 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.
• 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.
• Educate Sellers on how to drive incremental growth on Amazon through frequent education on tools, policies, products and programs. Maintain in-depth knowledge in these areas to keep Sellers informed of new opportunities and tie recommendations to their specific goals and value proposition.
• Act as a thought leader in defining success criteria and understand business needs of Sellers in an ever-changing 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 definition and design of tools, standard operating procedures and processes of Seller Services.
• Identify, quantify, and define feature enhancements and new products to improve Amazon product based on customer feedback, data analysis, and feature gaps with competitive products. Aggregate themes and data to advocate to function as Voice of the Seller with owning teams to address opportunities at root cause level, keeping their relative experience at the forefront of decision making and design.
• 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 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.