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Senior Customer Success Manager
2 months ago
Description
This role can be based in one of our approved office locations in Seattle, WA.
Do you enjoy having ownership to create daily and long-term strategic impact on customers and businesses?
As a Senior Customer Success Manager with Amazon Vendor Services, you will work with Amazon’s top vendor partners, influencing growth 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 and analytical skills are key to developing, influencing, and implementing strategic joint business plans with vendors.
The Amazon Vendor Services Team works with Vendors who sell products such as:
Home & Lifestyle (Toys, Furniture, Kitchen, Music/Video, Major Appliances, Home Improvement, Lawn and Garden, etc.)
Our goals include providing the best vendor experience, a rewarding Senior Customer Success Manager experience, and ultimately enhancing the experience of our end customers. You will collaborate with a team of 6-10 Senior Customer Success 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. Senior Customer Success Managers have a clear path to roles across Amazon, including a direct path to management within our team. 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
Analyze data from multiple sources and present recommendations to vendors on trends and opportunities
Provide oversight, 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
Engage multiple 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, problems, and projects
Basic Qualifications
3+ years of professional experience in client or vendor-facing roles with a focus on relationship management and negotiation skills
Experience analyzing data and best practices to assess performance drivers
Bachelor's Degree
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
Strong written and verbal communication skills
Experience rapidly adapting to change and dealing with ambiguity
Preferred Qualifications
Bachelor’s degree, Master’s Degree, or equivalent
5+ years of experience in account management, sales, marketing, buying, customer service, or consulting
5+ years in related industries, such as retail, hospitality, technology, consumer electronics, home goods, recreational goods, scientific products, industrial products, or telecom
Experience with analytical & productivity tools including or similar to: Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence
E-commerce experience
Data analysis experience
Proven ability to learn tools and processes then effectively use them to provide service
Manage multiple projects and priorities in a fast-paced, deadline-focused environment
Proven track record of taking ownership and driving results
Strong attention to detail
Excellent problem-solving skills
Comfortable working in a diverse group and contributing to an inclusive culture
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