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Customer Success Manager, Amazon Music

3 months ago

Seattle, United States Amazon Full time

About Amazon Music

Amazon Music is an immersive audio entertainment service that deepens connections between fans, artists, and creators. From personalized music playlists to exclusive podcasts, concert livestreams to artist merch, Amazon Music is innovating at some of the most exciting intersections of music and culture. We offer experiences that serve all listeners with our different tiers of service: Prime members get access to all the music in shuffle mode, and top ad-free podcasts, included with their membership; customers can upgrade to Amazon Music Unlimited for unlimited, on-demand access to 100 million songs, including millions in HD, Ultra HD, and spatial audio; and anyone can listen for free by downloading the Amazon Music app or via Alexa-enabled devices. Join us for the opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale.

Want to own the tactical implementation of plans and projects that create an immediate impact on customers and businesses?

As a Customer Success Manager with Music-Amazon Vendor Services, you will work with Amazon’s top vendor partners, influencing processes and plans across their businesses on Amazon.com and improving end-customer experience. You will provide data driven strategic insights and ensure high operational standards. Your personal engagement, relationship building, and analytical skills are key to developing a trusted advisory relationship to guide and influence vendors to achieve their strategic and tactical goals.

The Music Amazon Vendor Services Team works with Music studios supporting physical music growth, primarily CDs & Vinyl, on Amazon.

Our goals include providing the best vendor experience, a rewarding Customer Success Manager experience, and ultimately to enhance the experience of our end customers. You will collaborate with a team of Customer Success Managers and Vendor Managers to innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon’s millions of customers.

The teams are supportive, engage regularly for fun events, and encourage each other in continuous improvement. Customer Success Managers have a clear path to roles across Amazon. We work hard to ensure your individual professional growth.

Daily Roles and Responsibilities:

* Act as the primary point of contact and as the internal advocate for vendor issues, questions, requests, escalations, and concerns

* Identify, advise, and execute strategic vendor priorities across marketing, merchandising, and supply chain management

* Interface with multiple portals to develop product messaging on Amazon.com, monitor catalog inventory positions, and track sales performance

* Analyze data from multiple sources and present recommendations to vendors on trends and opportunities

* Provide support and strategic business recommendations while working with internal teams to ensure operational performance

* Develop and deliver reports to vendors specific to their needs and strategic growth goals

* Educate vendors on tools, policies, processes, and relevant growth opportunities through Amazon programs and products

* Pitch promotional opportunities to help vendors drive revenue growth to meet their YoY goals

* Engage multiple internal stakeholders to problem solve, surface defects, extract and analyze data, and drive continuous improvement for your vendors and the organization

* Identify, solve, and scale process improvements across the team and broader organization

* Manage challenging account goals, issues, and projects

* Experience with Microsoft Excel
* Experience analyzing data and best practices to assess performance drivers
* 3+ years of professional work experience
* Data analysis experience including manipulating large datasets from complex systems and interpreting results
* Experience developing and implementing strategies
* Experience influencing stakeholders
* Proficient in Excel
* Time management, prioritization, and problem-solving skills
* Excellent written and verbal communication skills
* Skills for building professional relationships
* Experience rapidly adapting to change and dealing with ambiguity