Senior Customer Success Manager, Strategic Account Services

• The Strategic Account Services (SAS) organization is seeking a Health & Personal
• Care (HPC) Senior Customer Success Manager to shape the future of the program.
• The Senior Customer Success Manager drives business growth for some of the most
• influential Sellers/Brands on the Amazon Store, ensuring program 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 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 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

• Customer Success Managers are responsible for driving Seller business growth by
• providing customized insights and recommendations, educating regarding relevant
• tools, products, and services, and delivering a positive experience with our
• program. The key responsibilities of a Senior Customer Success Manager include

but are not limited to

• Business Growth
• Identify, action and/or provide advice on how to improve business input

• metrics that drive growth and improve end customer experience. Identify what is
• hindering growth, develop solutions, and test before scaling to benefit to
• impacted Sellers.

• Analyze data and trends to identify, action and/or influence long term to

maximize potential for your assigned portfolio of Sellers.

• Act as a strategic and influential partner for your Sellers. Proactively seek

• out new opportunities for customers and Sellers. Create tailored solutions and
• recommendations, where out of the box thinking is necessary. Present compelling
• value propositions using a strategic and consultative approach.

• Lead business strategy development and design long term account plans,

• collaborating effectively with cross-functional teams and your Sellers finding
• joint areas of opportunity to drive customer success with Amazon.

• Possess the ability to manage and deliver against complex account goals where

• strategy is not defined. Able to make tradeoffs between short term customer
• needs and longer-term strategic investment.

• Implement and track metrics to record the success and quality of your

• portfolio of Sellers. Use these metrics to guide your work and uncover hidden
• areas of opportunity.

Seller Relationship Management

• Build effective working relationships with your Sellers; be a trusted advisor

and a business advocate.

• Deliver timely, accurate and professional operational support to all Sellers

in your portfolio within a specified SLA.

• Drive optimal program and Customer Success Manager satisfaction.
• Liaise with other partner teams and coordinate cross-functionally to resolve

Seller issues and questions quickly with high quality.

• 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.

• Educate Sellers on how to drive incremental growth on Amazon through frequent

• education on tools, policies, products and programs. Maintain in-depth knowledge
• in these areas to keep Sellers informed of new opportunities and tie
• recommendations to their specific goals and value proposition.

Program Process Excellence

• Act as a thought leader in defining success criteria and understand business

needs of Sellers in an ever-changing business environment.

• Improve team efficiency and optimize previously defined processes. Manage

• initiatives, deliver critical solutions, improvements, and mechanisms by working
• independently across teams.

• Assist with the definition and design of tools, standard operating procedures

and processes of Seller Services.

• Identify, quantify, and define feature enhancements and new products to

• improve Amazon product based on customer feedback, data analysis, and feature
• gaps with competitive products.

• Aggregate themes and data to advocate to function as Voice of the Seller with

• owning teams to address opportunities at root cause level, keeping their
• relative experience at the forefront of decision making and design.

• Own project status communication. Consistently impart clear and concise

• summaries for the projects you own to your leadership/management team and are
• effective at answering questions in detail. Basic Qualifications: - Experience
• building customer relationships, identifying business opportunities for clients

and increasing adoption and utilization of company products

• Experience using data analysis, reporting, and forecasting to guide business

decisions and solve problems

• Experience with analytical, sales, and productivity tools including Oracle

Business Intelligence, Salesforce, Microsoft Office Suites, Microsoft OneNote,

and Microsoft SharePoint

• Experience with Excel including complex formulas, pivot tables, and data

manipulation

• Experience with strong project management skills and the ability to thrive in

• a fast-paced environment Preferred Qualifications: - Experience in E-Commerce,
• Corporate Retail, Consulting and/or B2B.

• Understanding of retail math and formulas for the purpose of making business

decisions.

• Leverage internal AI tooling to drive efficiencies and expedite problem

solving

• Amazon is an equal opportunity employer and does not discriminate on the basis
• of protected veteran status, disability, 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
• [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.

• The base salary range for this position is listed below. Your Amazon package
• will include sign-on payments and restricted stock units (RSUs). Final
• compensation will be determined based on factors including experience,
• qualifications, and location. Amazon also offers comprehensive benefits
• including health insurance (medical, dental, vision, prescription, Basic Life &
• AD&D insurance and option for Supplemental life plans, EAP, Mental Health
• Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy
• Reimbursement coverage), 401(k) matching, paid time off, and parental leave.
• Learn more about our benefits at https://amazon.jobs/en/benefits
• [https://amazon.jobs/en/benefits].

USA, TX, Austin - 80,000.00 - 140,000.00 USD annually