Senior Customer Success Manager, Strategic Account Services
Amazon · Phoenix, AZ · 1 mo ago
AdvertisingFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate like EEO, accommodations, etc. Also remove application instructions. Also remove duplicated lines.
We need to parse the description.
Key sections:
- Description: includes overview of role, responsibilities, etc.
- "Key job responsibilities" list.
- "A day in the life" description.
- "About The Team"
- "Basic Qualifications"
- "Preferred Qualifications"
- Salary ranges (Pay) listed for locations.
- Benefits: mention comprehensive benefits including health insurance, 401(k) matching, paid time off, parental leave, etc. Also link to benefits page.
- Schedule: not mentioned explicitly. No schedule info. So we should not include Schedule section.
- Skills: maybe we can extract from qualifications: project management, MS Office, Excel, analysis, reporting, modeling, forecasting, managing multiple projects, prioritizing, building customer relationships, etc. Could be a Skills section.
But we need to decide which sections to include: About the role (overview), Responsibilities, Requirements (maybe Basic Qualifications), Qualifications (Preferred Qualifications), Skills (maybe combine some), Benefits, Pay.
We must not create sections with filler like "not specified". So only include if there is real content.
Let's extract content.
About the role: The first paragraph(s) describing the role: "The Strategic Account Services (SAS) organization is seeking Customer Success Managers to shape the future of the program and drive business growth for some of the most influential Sellers and Brands on the Amazon Store. CSMs ensure program 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 Sellers, collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities. You will also develop and manage a pipeline mix of both high-value and transactional accounts while executing sales and account management strategies to deliver results that exceed output goals. This includes identifying and building relationships with key influencers and decision-makers within the senior management and executive teams of prospective and existing accounts, along with internal stakeholders and cross-functional teams, to create and present compelling Amazon solutions that meet and exceed customer requirements. The ideal candidate 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. Above all, they should demonstrate ownership and the ability to embrace and navigate ambiguity and complexity. They are agile, inventive, and an advocate for their Sellers' experience on the Amazon Store."
That's good for About the role.
Responsibilities: The "Key job responsibilities" paragraph plus bullet list? It's a paragraph describing responsibilities. Also "A day in the life" gives activities. Could combine.
We can create Responsibilities section with
- items derived from responsibilities bullet-like sentences.
Let's extract bullet points:
- Driving Seller business growth by providing customized insights and recommendations, educating on relevant tools, products, and services, and delivering a positive experience with the program.
- Analyzing data and trends to maximize long-term potential for an assigned portfolio of Sellers.
- Leading business strategy development and long-term account planning.
- Acting as a strategic and consultative partner who proactively identifies new opportunities and presents compelling value propositions.
- Managing and delivering against complex account goals — often where strategy is not yet defined — making tradeoffs between short-term customer needs and longer-term strategic investment while implementing and tracking metrics to uncover hidden areas of opportunity.
- Serving as trusted advisors and business advocates for their Sellers, delivering timely operational support within specified SLAs and coordinating cross-functionally to resolve issues quickly and with high quality.
- Playing a "consultant" role with oversight of key strategic activities, escalating and clearing blockers across multiple organizations while advocating as the Voice of the Customer internally.
- Acting as thought leaders in defining success criteria, improve team efficiency by optimizing processes and delivering critical solutions, and identify feature enhancements and new products based on customer feedback, data analysis, and competitive gaps.
- Owning project status communication and aggregate themes to address root-cause opportunities with owning teams.
Also day in the life: Outbound prospecting, Active account management, Internal deep dives.
We could incorporate those as responsibilities as well.
We'll produce
- for each.
Requirements: Basic Qualifications list.
We need to preserve all substantive info. The Basic Qualifications bullet list includes many items. We'll output as
- .
Preferred Qualifications: also list.
Skills: Could be derived from qualifications but maybe we can combine into Skills section: e.g., project management, MS Office, Excel, analysis, reporting, modeling, forecasting, managing multiple projects, prioritizing, building customer relationships, negotiation, stakeholder communication, etc. However we already have Requirements and Qualifications sections; maybe we don't need separate Skills. But the instruction says we can include Skills section if there is real specific content. We could create a Skills section summarizing key skills from qualifications. But we risk duplication. However we can include it if we think it adds value. The instruction: "Prefer a few substantive sections over many thin ones." So maybe we skip Skills and keep Requirements and Qualifications.
Benefits: The paragraph: "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. Learn more about our benefits at https://amazon.jobs/en/benefits."
Also earlier: "Your Amazon package will include sign-on payments and restricted stock units (RSUs)." That's part of compensation but not benefits. We'll include sign-on payments and RSUs maybe in Benefits or Pay? Probably Benefits.
Pay: Salary ranges for locations: list.
We need to include Pay section with those ranges.
Schedule: none.
Thus sections: About the role, Responsibilities, Requirements (Basic Qualifications), Qualifications (Preferred Qualifications), Benefits, Pay.
We must not include Job ID etc.
Now produce HTML fragment: use
for each section heading. Use
for prose,
- for lists.
We need to ensure we don't include any markdown fences.
Let's craft.
About the role:
...
with the paragraph(s). Could be multiple paragraphs but we can combine into onewith line breaks? Better to keep as
with the text. Responsibilities:
- each bullet.
Requirements:
- each bullet from Basic Qualifications.
Qualifications:
- each bullet from Preferred Qualifications.
Benefits:
...
include sign-on payments and RSUs and benefits list. Pay:...
list salary ranges. Let's extract exact text. About the role paragraph: I'll copy the first paragraph(s) up to "The ideal candidate should possess client management skills..." Actually that's part of About the role. We'll include all that before "Key job responsibilities". So we can take from start until "Key job responsibilities". Let's extract: "The Strategic Account Services (SAS) organization is seeking Customer Success Managers to shape the future of the program and drive business growth for some of the most influential Sellers and Brands on the Amazon Store. CSMs ensure program 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 Sellers, collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities. You will also develop and manage a pipeline mix of both high-value and transactional accounts while executing sales and account management strategies to deliver results that exceed output goals. This includes identifying and building relationships with key influencers and decision-makers within the senior management and executive teams of prospective and existing accounts, along with internal stakeholders and cross-functional teams, to create and present compelling Amazon solutions that meet and exceed customer requirements. The ideal candidate 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. Above all, they should demonstrate ownership and the ability to embrace and navigate ambiguity and complexity. They are agile, inventive, and an advocate for their Sellers' experience on the Amazon Store." That's good. Now Responsibilities bullets: From "Key job responsibilities" paragraph: It's a long sentence. We'll break into bullet points as earlier. Let's list: - Driving Seller business growth by providing customized insights and recommendations, educating on relevant tools, products, and services, and delivering a positive experience with the program. - Analyzing data and trends to maximize long-term potential for an assigned portfolio of Sellers. - Leading business strategy development and long-term account planning. - Acting as a strategic and consultative partner who proactively identifies new opportunities and presents compelling value propositions. - Managing and delivering against complex account goals — often where strategy is not yet defined — making tradeoffs between short-term customer needs and longer-term strategic investment while implementing and tracking metrics to uncover hidden areas of opportunity. - Serving as trusted advisors and business advocates for their Sellers, delivering timely operational support within specified SLAs and coordinating cross-functionally to resolve issues quickly and with high quality. - Playing a "consultant" role with oversight of key strategic activities, escalating and clearing blockers across multiple organizations while advocating as the Voice of the Customer internally. - Acting as thought leaders in defining success criteria, improve team efficiency by optimizing processes and delivering critical solutions, and identify feature enhancements and new products based on customer feedback, data analysis, and competitive gaps. - Owning project status communication and aggregate themes to address root-cause opportunities with owning teams. Also day in the life: Outbound prospecting, Active account management, Internal deep dives. Could add as bullets. But we might incorporate them as responsibilities as well. To avoid duplication, we can add them. - Conducting outbound prospecting: calls and email outreach to prospective Sellers to identify growth and optimization opportunities. - Managing active accounts: communicating with engaged Sellers to execute joint business plans, review performance metrics, educate on new tools and programs, and drive progress on strategic initiatives. - Performing internal deep dives: collaborating cross-functionally to resolve Seller friction points, clear blockers, analyze data trends, and advocate for Seller needs with internal partner teams. Now Requirements (Basic Qualifications) list: Let's extract each line: - Experience with strong project management skills and the ability to thrive in a fast-paced environment - 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 - Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products - 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 preferences? Actually text: "negotiating, nurturing, and growing customer relationships." We'll keep as is. Now Preferred Qualifications list: - Experience in Sales, Territory Planning, Merchandising, and/or relevant experience within Customer Success, Account Management, or negotiating
- each bullet from Preferred Qualifications.
Benefits:
- each bullet from Basic Qualifications.
Qualifications:
- each bullet.
Requirements:
- for lists.
We need to ensure we don't include any markdown fences.
Let's craft.
About the role:
- .
Preferred Qualifications: also list.
Skills: Could be derived from qualifications but maybe we can combine into Skills section: e.g., project management, MS Office, Excel, analysis, reporting, modeling, forecasting, managing multiple projects, prioritizing, building customer relationships, negotiation, stakeholder communication, etc. However we already have Requirements and Qualifications sections; maybe we don't need separate Skills. But the instruction says we can include Skills section if there is real specific content. We could create a Skills section summarizing key skills from qualifications. But we risk duplication. However we can include it if we think it adds value. The instruction: "Prefer a few substantive sections over many thin ones." So maybe we skip Skills and keep Requirements and Qualifications.
Benefits: The paragraph: "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. Learn more about our benefits at https://amazon.jobs/en/benefits."
Also earlier: "Your Amazon package will include sign-on payments and restricted stock units (RSUs)." That's part of compensation but not benefits. We'll include sign-on payments and RSUs maybe in Benefits or Pay? Probably Benefits.
Pay: Salary ranges for locations: list.
We need to include Pay section with those ranges.
Schedule: none.
Thus sections: About the role, Responsibilities, Requirements (Basic Qualifications), Qualifications (Preferred Qualifications), Benefits, Pay.
We must not include Job ID etc.
Now produce HTML fragment: use
- for each.
Requirements: Basic Qualifications list.
We need to preserve all substantive info. The Basic Qualifications bullet list includes many items. We'll output as