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Description

The Strategic Account Services (SAS) organization is seeking a Senior Customer Success Manager to shape the future of our 3rd party marketplace. This role will own end to end seller businesses within the Consumables category, and offers a unique opportunity to drive large scale, high visibility strategic projects across a variety of internal teams.

In this role, you will be in charge of projects that contribute to long-term success, improving customer experience, supporting growth. Responsibilities include expanding our product selection, improving product availability, building strong relationships with key partners (both internally and externally) and driving improvements to the Amazon third party platform. This role will have a high degree of autonomy and will be able to influence across a broad range of projects across the business.

The ideal candidate will be highly organized and have a demonstrated track record of successful project management/ownership, juggling multiple projects with competing deadlines, and using data to identify and prioritize opportunities. He/she is analytical, enthusiastic, self-motivated, detail-oriented, customer-focused, and has strong writing skills with the ability to handle ambiguity and influence employees at all levels of the organization.

Key job responsibilities

• Category strategy and ownership: Work closely with Leadership on planning and business strategy, drive best-in-class customer experience and maximize unit and GMS growth through timely analysis and action.

• Business Development: Work with Marketplace teams to help identify brand opportunities and to recruit strategic sellers.

• Customer Experience: Innovate with our sellers to drive optimal customer experience across the Consumables business, deploy the CL vision on the 3P side, and ensure CX parity.

A day in the life

• Act as the ‘business owner’ by possessing a complete understanding of internal and external variables that impact our business

• Have a complete understanding of customer needs, both existing and potential, and use that knowledge to deliver site features that provide Amazon customers with an unparalleled shopping experience

• Create business plans for new opportunities and develop and execute project plans for the launch of new features, incorporating merchandising and pricing strategies

• Coordinate cross-functional teams, and communicate with internal and external stakeholders, while meeting tight deadlines for high visibility projects

• Conduct financial analysis of business opportunities to meet and exceed revenue and profitability targets. Identify the right referral fee for different category segments to maximize topline growth

Basic Qualifications

• 5+ years professional experience with a focus in relationship management and negotiation skills

• Experience using analytical, sales, and productivity tools including Salesforce, Microsoft Office Suites, Microsoft OneNote, and Microsoft SharePoint.

• Strong organizational skills including prioritizing, scheduling, time management, and meeting deadlines.

• Strong analytic skills and expertise in Excel.

• Demonstrated ability in learning tools and processes, effectively utilizing them for service delivery.

• Strong service mindset and ability to use metrics to measure service levels.

• Strong written and verbal communication skills.

• Proficiency in composing concise, accurate and appropriately targeted responses.

Preferred Qualifications

• Bachelor’s or advanced degree

• 5+ years’ experience in account management, sales, marketing, buying, or customer service delivery in related industries like retail, telecom, technology or hospitality

• E-commerce experience preferred

• Effectively manage multiple projects and priorities in a fast-paced, deadline-driven environment.

• Strong attention to detail and excellent problem solving skills.

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $99,500/year in our lowest geographic market up to $212,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.