Senior Customer Success Manager, Strategic Account Services - Premium Beauty

Amazon.com Inc

Austin, TX
3 days ago

Highlights

The ideal candidate has strong client management skills, works backwards from Seller needs to prioritize the right inputs/outputs, manages multiple workflows in a fast-paced environment, and participates in continuous improvement initiatives. You will build and execute strategic joint business plans, collaborating with Sellers to identify new selection, merchandising, traffic/conversion drivers, and operational improvements.

Numbers & Facts

Location	Austin, TX
Industry	Retail
Company Size	10,000 employees or more
Year Founded	1994
Website	http://Amazon.com/militaryroles

Description

The Strategic Account Services (SAS) organization seeks a Beauty Senior Customer Success Manager to drive business growth for Amazon"s most influential Sellers. You will build and execute strategic joint business plans, collaborating with Sellers to identify new selection, merchandising, traffic/conversion drivers, and operational improvements.

The ideal candidate has strong client management skills, works backwards from Seller needs to prioritize the right inputs/outputs, manages multiple workflows in a fast-paced environment, and participates in continuous improvement initiatives. They embrace ambiguity, demonstrate ownership, and advocate for their Sellers" experience on the Amazon Store.

Key job responsibilities

Business Growth

Identify and address business input metrics hindering growth; develop and test solutions before scaling
Analyze data and trends to maximize long-term potential for your Seller portfolio
Act as a strategic partner-proactively identify opportunities, create tailored recommendations using consultative, out-of-the-box thinking
Lead business strategy development and long-term account plans, collaborating cross-functionally to drive customer success
Manage complex account goals where strategy is undefined; balance short-term needs with long-term investment
Implement and track metrics to measure portfolio success and uncover hidden opportunities

Seller Relationship Management

Build trusted advisor relationships; serve as a business advocate for your Sellers
Deliver timely, accurate operational support within SLA
Drive program and CSM satisfaction
Coordinate cross-functionally to resolve Seller issues quickly and with high quality
Serve as a consultant with oversight of key strategic activities-escalating and clearing blockers across organizations; advocate as the voice of the customer internally
Educate Sellers on tools, policies, products, and programs to drive incremental growth, tying recommendations to their specific goals

Program Process Excellence

Define success criteria and understand evolving business needs of Sellers
Improve team efficiency and optimize processes; deliver critical solutions and mechanisms independently across teams
Help define and design tools, SOPs, and processes for Seller Services
Identify and define feature enhancements and new products based on customer feedback, data analysis, and competitive gaps
Aggregate themes to function as Voice of the Seller with owning teams, addressing root-cause opportunities
Own project status communication with clear, concise summaries to leadership

About Company

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles