4+ years professional experience in Corporate Retail, Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting, Sales, Marketing, and/or E-Commerce.
- Bachelor's degree or equivalent.
- Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products.
- Proven track record of building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
- Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.
- Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams.
**This is an Individual Contributor role, not a Manager role**
The Strategic Account Services (SAS) organization is seeking a Sr. Customer Success Manager (Sr. CSM) to drive business growth for some of the most influential Sellers on the Amazon Store.
As a Sr. CSM, you'll shape the future of the organization and ensure Seller satisfaction through delivering strategic insights and relentlessly high operational standards. In this role, you'll build strategic joint business plans with your Sellers, as well as explore innovative ways to identify and execute opportunities for new selection, merchandising, traffic and conversion drivers, and operational improvement. Customer Success Managers drive Seller business growth by providing customized insights and recommendations; educating on relevant tools, products, and services; and delivering a positive experience with our programs. They are agile, inventive advocates for their Sellers' experiences on the Amazon Store. They also used root cause analysis and problem-solving skills to address Seller concerns and areas for opportunity. If you're interested in growing Amazon's leading brands, then we're interested in you.
Key job responsibilities
- Analyze data and trends to identify, action, and/or influence long term in order to maximize potential for your assigned portfolio of Sellers.
- Lead business strategy development and design long term account plans, collaborating effectively with cross-functional teams and your Sellers to find joint areas of opportunity to drive customer success with Amazon.
- Build effective working relationships with your Sellers; be a trusted advisor and a business advocate. - Play a "consultant" role with oversight of key strategic activities that are underway for the Seller, following up, escalating, and clearing blockers as appropriate across multiple organizations. Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization, to deliver value across a larger customer set.
- Act as a thought leader in defining success criteria, understanding business needs of Sellers, and improving team efficiency in an ever-changing business environment
- Experience in E-Commerce, Corporate Retail, Consulting and/or B2B
- Effective territory/account management. Strategy development with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiation.
- Understanding of retail math and formulas for the purpose of making business decisions.
- Experience using analytical, account management, and productivity tools including Oracle Business Intelligence, CRM tools like SalesForce, Tableau, and Microsoft Office Suites.
- Program/project management and Scrum experience
- Effective communication and presentation skills
