Strategic Customer Success Mgr, Amazon Vendor Services - Consumables
Full Time
Remote
Posted
Job description
• 6+ years’ experience in account management, marketing, buying, or customer service delivery in related industries like retail, telecom, technology or hospitality. • Experience leading project teams. • Experience using analytical, sales, and productivity tools including Oracle Business Intelligence, Salesforce, Microsoft Excel, Microsoft OneNote, and Microsoft SharePoint.
Job summary
The Amazon Vendor Services organization is seeking a Strategic Customer Success Manager to shape the future of the program. Strategic 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. 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.
The ideal candidate for this role should possess strong 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 a high level of 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. If you are interested in growing Amazon’s leading brands, then we’re interested in you.
Key job responsibilities
A day in the life
About the team
The Amazon Vendor Services program is a paid service that offers enrolled Selling Partners services in one of five major categories: (1) A designated Account Manager, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. In this role, you will be a member of the Consumables Category team, and within that a member of a team of designated Account and Instock Managers supporting one to two Selling Partners within the Consumables categories. Consumables categories consist of Health & Personal Care, Grocery, Mass Beauty, Premium Beauty, and Baby. The role offers broad scope as the Selling Partners supported by this role may span numerous Brands, end Customer segments, and product categories.
**While this role is posted as Virtual, you have the option to be based in Seattle, Austin, or Arlington, if you choose to work virtually, you will be expected be onsite at one of these locations approximately once per quarter**
The Amazon Vendor Services organization is seeking a Strategic Customer Success Manager to shape the future of the program. Strategic 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. 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.
The ideal candidate for this role should possess strong 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 a high level of 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. If you are interested in growing Amazon’s leading brands, then we’re interested in you.
Key job responsibilities
- Understand Amazon category level strategy, translate to a Customer level strategy for your Customer(s), and influence your Customer(s) to execute against that strategy to enable their long-term success within our Amazon stores.
- Understand and identify key priorities for your Customer(s) and drive alignment amongst internal Amazon teams to focus jointly on these initiatives.
- Define Customer team resources for your Customer(s) in partnership with your leaders and your Customer(s). Mentor and develop these Customer team resources as the Strategic Customer Success Mgr on the Customer(s).
- Operate like program manager, coordinating key initiatives and business review mechanisms for your Customer(s) across multiple internal Amazon and external Customer teams.
- Identify, share, and action opportunities to improve business inputs for your Customer(s) that drive Customer growth and improve end Customer experience, in collaboration with other Amazon programs and teams.
- Oversee key initiatives for your Customer(s), liaise with key internal Amazon and external Customer teams, following up and escalating as appropriate to drive progress against mutual goals.
- Identify and request feature enhancements and new product opportunities to improve your Customer(s)’ experience based on Customer feedback, data analysis, and feature gaps with competitive products.
- Assist with the definition and design of tools, standard operating procedures, and processes for the Strategic Account Services program.
A day in the life
- Reviewing Key Performance Indicators, bridging opportunities, and developing recommendations to close gaps to goals at the total Company level for your Customer(s).
- Presenting to Key internal Amazon and Customer stakeholders in MBR/ QBRs on the health of your Customer(s)’ business.
- Representing broader Account Management team at Global QBRs or Amazon Advertising QBRs.
- Meeting with Amazon Advertising team to align merchandising and marketing strategies.
- Brainstorming ways to improve process with regards to Selection, Compliance, etc.
About the team
The Amazon Vendor Services program is a paid service that offers enrolled Selling Partners services in one of five major categories: (1) A designated Account Manager, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. In this role, you will be a member of the Consumables Category team, and within that a member of a team of designated Account and Instock Managers supporting one to two Selling Partners within the Consumables categories. Consumables categories consist of Health & Personal Care, Grocery, Mass Beauty, Premium Beauty, and Baby. The role offers broad scope as the Selling Partners supported by this role may span numerous Brands, end Customer segments, and product categories.
**While this role is posted as Virtual, you have the option to be based in Seattle, Austin, or Arlington, if you choose to work virtually, you will be expected be onsite at one of these locations approximately once per quarter**
• E-Commerce experience. • MBA • Strong attention to detail with a proven ability to effectively manage multiple projects and priorities in an ambiguous, fast-paced/deadline-driven environment. • Able to root cause issues and identify scalable solutions to address. • Demonstrated ability to contribute to continuous improvement initiatives. • Proven ability to partner cross functionally to drive results. • Strong written and verbal communication skills. • Proven ability to coach and develop others. The pay range for this position in Jersey City is $110,500 - 193,500/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Pay Transparency Regulation of Jersey City Municipal Code. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site. The pay range for this position in Colorado is $110,500 - 193,500/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
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