Customer Success Mgr, Canada Strategic Account Services

Amazon

Jun 22, 2024

Applications are closed

Job
Full-time
Mid & Senior Level
Sales & Business Development
Toronto

Requirements

Experience: 4+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management ,Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.
Education: Bachelor's degree or equivalent.
Goal Attainment: Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
Relationship Development Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
Communication: Excellent verbal and written communication.
Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
Planning: Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.
PREFERRED QUALIFICATION:
Experience in E-Commerce, Corporate Retail, Consulting and/or B2B
Superior communication and presentation skills
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.

Responsibilities

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, assist with developing solutions, and testing.
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. Seek out new opportunities for customers and Sellers that drive towards their goals. Create tailored solutions and recommendations where out of the box thinking is required. Present compelling value propositions using a strategic and consultative approach.
Lead business strategy development and design long term account plans.
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.
Work with other partner teams to assist 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. Work with manager to follow up, escalate, and clear blockers as appropriate. Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization.
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:
Improve team efficiency and optimize previously defined processes.
Assist with the design of tools, standard operating procedures and processes of Seller Services.
Work with manager to Identify, quantify, and define feature enhancements and new products to improve Amazon Canada 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.
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.

FAQs

What is the role of a Customer Success Manager in the Canadian Strategic Account Services team?

The Customer Success Manager is responsible for driving business growth for some of the largest Sellers on the Amazon Canada Store by ensuring Seller satisfaction through strategic insights and high operational standards. They collaborate with Sellers to create and execute joint business plans, identify growth opportunities, and drive operational improvements.

What skills are needed to be successful in this role?

Successful candidates should possess strong client management skills, the ability to prioritize and drive value for Sellers, and manage multiple workflows in a fast-paced environment. They should also be able to identify areas of improvement and make strategic program suggestions to leadership. Ownership, agility, and the ability to navigate ambiguity are key traits for this role.

What is the importance of customer satisfaction in this role?

Customer satisfaction is crucial in this role as it directly impacts business growth and the success of Sellers on the Amazon Canada Store. The Customer Success Manager plays a key role in ensuring Seller satisfaction by delivering an optimal level of service and driving strategic initiatives to improve the Seller experience and drive growth.

Amazon

Retail & Consumer Goods

Industry

10,001+

Employees

1994

Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.