Customer Success Manager

Description

As a Customer Success Manager (CSM) you would be a part of Strategic Account Services (SAS) Team of Retail Business Services, you will have the exciting opportunity to help shape and deliver on a strategy for managing Amazon Seller Partners.

More than 300 million customers shop in Amazon's store, and every day, customers browse, purchase, and review products sold by third-party sellers right alongside products sold by Amazon. Since 2000, Amazon has offered this virtual shelf space to individuals and companies of all sizes, helping them reach hundreds of millions of customers, build their brands, and grow their business. Fast-forward to the present day, and these third-party seller products account for more than half of all units sold in our store.

With increasing complexity of today's ecommerce and rise of opportunities, the Strategic Account Services Team aims to leverage the full potential of each Amazon Selling Partner on Amazon. Our team provides leading-edge strategic consultancy using a data-driven, collaborative, and customer-focused approach to support our Selling Partners to achieve their goals. Our holistic service offering addresses advice on all facets of the Amazon Marketplace including topics such as international expansion, Portfolio Optimization, Fulfillment Strategy, Product Presentation, Promotions, Advertising Strategy and Brand Building. In parallel to this strategic support, we also help our selling partners to solve their most pressing operational challenges

As a Customer Success Manager, you strategically consult your own portfolio of Selling Partners independently. Your objective is to support Selling Partners to drive their business growth and program satisfaction by working backwards from their individual targets and developing a roadmap together with your Selling Partners. In addition, you use your analytical know-how to proactively identify untapped potential of each Selling Partner. Last, you will be responsible of the launch of this program in your country, which entails a significant level of ambiguity and requires effective stakeholder management to coordinate across various teams.

Shift timings for the role: 4 PM to 1 AM IST.

About Amazon

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience Amazon continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from website to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA.

Key job responsibilities

• Manage a portfolio of 15-20 Sellers to drive sustainable revenue growth, based on a solid understanding of marketplace programs, tools and processes.
• Analyze customer data on the efficiency of listings, selection, supply chain, advertising, and deals and provide strategic recommendations to maximize the sellers potential.
• Implement and track metrics for recording the success and quality of the sellers in your Seller portfolio. Use key metrics to guide your work and uncover hidden areas of opportunity.
• Identify, qualify, and engage with prospective Sellers for SAS based on a clear understanding of our Sellers and their needs.
• Build and execute on a joint business plan that delivers on key business opportunities and relevant KPIs for the sellers and Amazon.
• Conduct deep dive analysis on seller issues and publish recommendations and action plans based on data to improve seller experience.
• Success will be measured by the performance of your sellers on input metrics and impact on creating a great customer experience for buying consumers.
• Develop a thorough understanding of the Amazon Marketplace ecosystem
• Manage additional projects around our newly launched Paid Service, which includes process improvements, tool and content development, competitive analysis, and sales analysis.
• Conduct regular WBRs, MBRs with the sellers, highlight business metric performance and building action plans.

Basic Qualifications

• 2+ years of sales or account management experience
• 2+ years of digital advertising and client facing roles experience
• Experience with Excel
• Experience analyzing data and best practices to assess performance drivers

Preferred Qualifications

• Experience analyzing key open issues and resolution metrics for each of the managed accounts
• Experience in relationship management within technology, start-ups, or SaaS Platforms