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Manager, Customer Success, Strategic Account Services

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Amazon

25d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Austin

AI generated summary

  • You should have 6+ years in retail, account management, or e-commerce; 5+ years leading teams; strong customer relationship skills; and expertise in data analysis and business planning.
  • You will coach a team, set goals, build Seller relationships, lead projects for efficiency, identify process improvements, and manage recruiting efforts.

Requirements

  • 6+ years professional experience in Corporate Retail, Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting, Sales, Marketing, and/or E-Commerce.
  • Bachelor's degree or equivalent.
  • 5+ years professional experience developing and leading teams while driving organizational goals
  • 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.
  • Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams.

Responsibilities

  • Coach, mentor, and develop a team of Customer Success Managers
  • Contribute to goal setting for your team to align with organizational goals and contribute to business strategy development and identify the correct input metrics that drive growth and improve the end customer experience.
  • Build and cultivate strong relationships with Sellers in your team’s portfolio along with internal stakeholders; be a trusted advisor and a business advocate while monitoring Seller satisfaction.
  • Contribute or lead projects across the team and broader organization that help drive process improvements, increased efficiency, and/or unlock growth for the team and Sellers.
  • Identify, optimize, and scale improvements that can benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, partnering with external teams to align programs etc.
  • Manage recruiting and hiring efforts across direct team and broader organization.

FAQs

What is the primary responsibility of the Manager, Customer Success in the Strategic Account Services team?

The primary responsibility is to lead a team of Customer Success Managers to achieve business and operational objectives, drive strategies for growth, and enhance the experience for Sellers in the Amazon Store.

What qualifications are required for this position?

The position requires 6+ years of professional experience in Corporate Retail, Buying, Merchandising, Planning, or relevant fields within Customer Success, along with a Bachelor's degree or equivalent and 5+ years of experience developing and leading teams.

What type of experience is preferred for candidates applying for this role?

Preferred candidates should have experience in E-Commerce, Corporate Retail, Consulting, or B2B, along with superior communication and presentation skills and familiarity with analytical tools like Oracle Business Intelligence and CRM tools.

How does the role contribute to the growth and success of Sellers?

The role involves building strong relationships with Sellers, identifying business opportunities, optimizing growth levers like selection expansion and merchandising strategy, and ensuring Seller satisfaction through effective coaching and mentorship.

What are some key job responsibilities of this position?

Key responsibilities include coaching and developing Customer Success Managers, setting team goals aligned with organizational objectives, managing recruitment efforts, and leading projects to drive process improvements and efficiencies.

What is the salary range for this position?

The salary range for this position is from $109,300/year in the lowest geographic market to $233,800/year in the highest geographic market, depending on market location and job-related knowledge, skills, and experience.

What kind of culture does Amazon promote for its employees?

Amazon promotes an inclusive culture that empowers employees to deliver the best results for customers, ensuring that all team members feel valued and included.

Are there any accommodations available for applicants with disabilities?

Yes, accommodations are available for applicants with disabilities during the application and hiring process, including support for interviews and onboarding. More information can be found on Amazon's website.

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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.