Senior Customer Success Manager, Strategic Account Services-Hardlines

• The Strategic Account Services (SAS) organization is seeking a 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 on the
• Amazon Store, ensuring Seller 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

Key job responsibilities

• Customer Success Managers drive Seller business growth through customized
• insights, recommendations, education on tools/products/services, and delivering
• a positive program experience.

Business Growth

• Identify and action improvements to business input metrics that drive growth

and end customer experience. Develop and test solutions before scaling.

• Analyze data and trends to maximize long-term potential for your assigned

Seller portfolio.

• Act as a strategic partner for Sellers. Proactively identify opportunities,

• create tailored solutions, and present compelling value propositions using a
• consultative approach.

• Lead business strategy development and long-term account plans, collaborating

cross-functionally with teams and Sellers to drive customer success.

• Manage and deliver against complex account goals where strategy is undefined.

Balance short-term customer needs with longer-term strategic investment.

• Implement and track metrics to measure portfolio success and quality. Use

these to guide work and uncover hidden opportunities.

Seller Relationship Management

• Build effective working relationships as a trusted advisor and business

advocate.

• Deliver timely, accurate, and professional operational support within

specified SLAs.

• Drive optimal program and CSM satisfaction.
• Liaise with partner teams and coordinate cross-functionally to resolve Seller

issues quickly and with high quality.

• Serve as a consultant with oversight of key strategic activities, following

• up, escalating, and clearing blockers across organizations. Advocate as the
• voice of the customer internally using data and anecdotes.

• Educate Sellers on driving incremental growth through tools, policies,

• products, and programs. Maintain in-depth knowledge to tie recommendations to
• Sellers' specific goals.

Program Process Excellence

• Act as a thought leader in defining success criteria and understanding Seller

business needs in a changing environment.

• Improve team efficiency and optimize processes. Manage initiatives and deliver

solutions by working independently across teams.

• Assist with defining and designing tools, SOPs, and processes for Seller

Services.

• Identify and define feature enhancements and new products based on customer

feedback, data analysis, and competitive gaps.

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

teams, addressing opportunities at root cause level.

• Own project status communication. Deliver clear, concise summaries to

leadership and answer questions in detail. Basic Qualifications: - Bachelor's

degree or equivalent

• Experience in Sales, Territory Planning, Merchandising, and/or relevant

experience within Customer Success, Account Management, or negotiating,

nurturing, and growing customer relationships

• Experience exceeding sales targets using a consultative, solutions-focused

approach or equivalent

• Experience building and cultivating relationships with internal and external

stakeholders

• Experience in medium to high complexity data analysis using Excel, requiring

the use of pivot tables and/or other data manipulation features and formulas

• Experience managing multiple projects and priorities across teams in a

• fast-paced, deadline-driven environment Preferred Qualifications: - Professional
• accounting qualification (e.g. ACA, ACCA, CIMA, CPA, or equivalent), or Master's

degree (MBA or related discipline)

• Experience in management of large, complex enterprise accounts or equivalent
• Experience in e-commerce, retail or advertising, or experience in

sales/business development

• Experience in strategic marketing management and market analysis and

• demonstrated ability to build and execute a strategy with clear goals and
• objectives to align to business and service objectives, and support portfolio

objectives

• 3+ years of doing one of several roles: quantitative/financial analysis,

retail buying, retail planning & allocation, product/project management,

pricing, marketing or e-commerce experience

• Experience creating processes and improving tools that have measurably

improved productivity, quality, or advertiser experience

• 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, VA, Arlington - 80,000.00 - 140,000.00 USD annually