Customer Success Manager, Music Merch, Physical Music

Amazon Music is an immersive audio entertainment service that deepens connections between fans, artists, and creators. From personalized music playlists to exclusive podcasts, concert livestreams to artist merch, Amazon Music is innovating at some of the most exciting intersections of music and culture. We offer experiences that serve all listeners with our different tiers of service: Prime members get access to all the music in shuffle mode, and top ad-free podcasts, included with their membership; customers can upgrade to Amazon Music Unlimited for unlimited, on-demand access to 100 million songs, including millions in HD, Ultra HD, and spatial audio; and anyone can listen for free by downloading the Amazon Music app or via Alexa-enabled devices. Join us for the opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale.

The ideal candidate for this role should possess advanced client management skills with a 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. Above all, they should demonstrate a high level of ownership and the ability to embrace and navigate ambiguity and complexity. They are agile, inventive, and an advocate for their Sellers experience on the Amazon Store. If you are interested in growing Amazon's leading brands, then we're interested in you.

Key job responsibilities

Customer Success Managers are responsible for driving Vendor business growth by providing insights and recommendations, educating, and delivering a positive experience with our program. The key responsibilities include but are not limited to:

Business Growth

• Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience.
• 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 Vendors. Proactively seek out new opportunities for customers and Sellers.
• Execute end to end product launches
• Possess the ability to manage and deliver against complex account goals where strategy is not defined.
• Implement and track metrics to record the success and quality of your portfolio of Sellers.
• Own project status communication.

Vendor Relationship Management

• Build effective working relationships with your Sellers.
• Deliver timely, accurate and professional operational support to all Vendor in your portfolio within a specified SLA.
• Drive optimal program and Customer Success Manager satisfaction.
• Liaise with other partner teams and coordinate cross-functionally.
• Educate Vendors on how to drive incremental growth on Amazon through frequent education.

A day in the life

As a Customer Success Mgr, a typical day might include:

• Reviewing Key Performance Indicators, bridging opportunities, and sharing recommendations to your Customer(s) in your weekly call.
• Deep diving and resolving an item buyability issue that was surfaced by your Customer.
• Following up with internal Amazon teams who you are dependent on to deliver tasks for your Customer(s).
• Meeting with your Retail Category Manager to understand Category strategy and discuss your Customer(s) role in their strategy.
• Lead a meeting with your Customer and internal Amazon team members to educate them on a new Amazon Supply Chain program.