Customer Success Manager NA, RBS - SAS

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.
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Regular shift timing for this role would be 4 PM to 1 AM IST.

A day in the life

• We fill the gap for sellers by providing consultative services as Amazon experts. Internally, we collaborate with a fabulous team across USA to develop our Essentials program as we deliver it.
• As a Customer Success Manager we work with smaller, younger, and more innovative businesses that sell on Amazon. We provide sellers with consulting on various aspects that contribute to faster growth on Amazon, including support with their supply chain, merchandising, selection & conversion and analytics.
• As a Customer Success Manager, you will have the opportunity to work with 15 - 20 small and medium enterprises within the Amazon Marketplace and work closely with them to support them in their strategic growth.
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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
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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

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.