Amazon
Sr. Customer Success Mgr, Amazon Vendor Services - Consumables
Austin, TX | $119K - $169K
Qualifications
- Possess the ability to manage and deliver against complex account goals where strategy is not always defined
- Act as a thought leader in defining success criteria and understand business needs of Vendors in an ever-changing business environment
Responsibilities
- In this role, you will own building and executing strategic joint business plans with your Vendors; 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 strong client management skills with the keen ability to work backwards with Vendors 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
- Customer Success Managers are responsible for driving Vendor business growth by providing customized insights and recommendations, educating regarding relevant tools, products, and services, and delivering a positive experience with our program
- Identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve the end customer experience
- Identify what is hindering growth, develop solutions, and test before scaling to benefit impacted Vendors
- Analyze data and trends to identify, action, and/or influence long term to maximize potential for your assigned portfolio of Vendors
- Act as a strategic and influential partner for your Vendors
- Proactively seek out new opportunities for customers and Vendors
- Create tailored solutions and recommendations where out of the box thinking is necessary
- Present compelling value propositions using a strategic and consultative approach
- Make tradeoffs between short term customer needs and long term strategic investment
- Implement and track metrics to record the success and quality of your portfolio of Vendors
- Build effective working relationships with your Vendors; be a trusted advisor and a business advocate
- Deliver timely, accurate, and professional operational support to all Vendors in your portfolio within a specified service level
- Drive optimal program satisfaction and Customer Success Manager satisfaction
- Liaise with other partner teams and coordinate cross-functionally to resolve Vendor issues and questions quickly, and with high quality
- Play a "consultant" role with oversight of key strategic activities that are underway for the Vendor
- Follow up, escalate, and clear blockers as appropriate across multiple organizations
- Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization and deliver value across a large customer set
- Educate Vendors 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 Vendors informed of new opportunities and tie recommendations to their specific goals and value proposition
- Improve team efficiency and optimize previously defined processes
- Manage initiatives, deliver critical solutions, improvements, and mechanisms by working independently across teams
- Assist with the definition and design of tools, standard operating procedures, and processes of Vendor services
- Identify, quantify, and define feature enhancements and new products to improve Amazon products based on customer feedback, data analysis, and feature gaps with competitive products
- Aggregate themes and data to advocate as the voice of the Vendor with owning teams to address opportunities at root cause level, keeping their relative experience at the forefront of decision making and design
- Reviewing Key Performance Indicators, bridging opportunities, and sharing recommendations to close gaps to goals with your Vendor(s) in your weekly call
- Educating a new contact at your Vendor on how to better leverage Amazon tools and systems
- Deep diving and resolving an item buyability issue that was surfaced by your Vendor
- Following up with internal Amazon teams who you are dependent on to deliver tasks for your Vendor(s)
- Meeting with your Retail Category Manager to understand Category strategy and discuss your Vendor's role in their strategy
- In this role, you will be a member of the Consumables Category team, and the designated Sr
- Customer Success Manager supporting one to Vendors within the Consumables categories
Company information
