Manager, Customer Success Management, Strategic Account Services - Amazon

Description Amazon is committed to supporting businesses becoming successful selling partners and is seeking a dynamic and motivated Manager, Customer Success Management for our Black Business Accelerator (BBA) team. The Manager, Customer Management will lead a team of Customer Success Managers responsible for the growth and development of minority owned businesses. The ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate on business strategies to deliver growth and positive experience for sellers. This person has relentlessly high standards and operates as a business owner who understand key levers to achieve results through their team. They have a passion for people management and are at their best when they're building, developing and guiding high-performing teams. In this role, you will be responsible for all business and operational objectives of your Customer Success Management team (6-8 direct reports). You'll drive the creation and execution of strategies to achieve business goals and collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality. If you are interested in growing brands and businesses on Amazon, then we're interested in talking to you! Key job responsibilities Business Growth: - Contribute to goal setting for your team to align with organizational goals. - Contribute to business strategy development and identify the correct input metrics that drive growth and improve the end customer experience, in collaboration with cross-functional teams and other Amazon programs. - Possess the ability to manage and deliver against complex goals where strategy is not defined. Able to make tradeoffs between short term seller needs and longer term strategic investment. - Implement and track metrics to record the success and quality of your team's sellers. Use these metrics to guide your work and uncover hidden areas of opportunity. Relationship Management: - Build and cultivate strong relationships with sellers in your team's portfolio along with internal stakeholders; be a trusted advisor and a business advocate. - Monitor seller satisfaction survey results to investigate both positive and negative feedback trends. Establish improvement plans and manage expectations with Customer Success Managers as appropriate. Process Excellence: - Use customer feedback, market growth trends, and analyze key metrics to contribute to strategic development of features and programs that accelerate seller's growth and improve their experience working with Amazon. Spot areas of unnecessary process or inefficiencies and work to simplify. - Identify, optimize, and scale improvements that can benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations. Develop mechanisms to create accountability. Leadership: - Manage a team of Customer Success Managers (6-8 direct reports) - Act as a thought leader in defining success criteria and understand business needs of sellers in an ever-changing business environment. Contribute to strategic plans and documents for the organization. - Partner with external teams including Sales, Marketing, Global Account Management, and Central Support teams to align programs and initiatives to drive growth. - Manage recruiting and hiring efforts across direct team and broader organization. Coach, mentor, and develop your team. We are open to hiring candidates to work out of one of the following locations: Arlington, VA, USA | Austin, TX, USA | Seattle, WA, USA Basic Qualifications - 6+ years professional experience in Corporate Retail, Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting, Sales, Marketing, and/or E-Commerce. - Bachelor's degree or equivalent. - 5+ years professional experience developing and leading teams while driving organizational goals - Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products. - Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems. - Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams. Preferred Qualifications - Experience in E-Commerce, Corporate Retail, Consulting and/or B2B - Superior communication and presentation skills - Effective territory/account management. Strategy development with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiation. - Understanding of retail math and formulas for the purpose of making business decisions. - Experience using analytical, account management, and productivity tools including Oracle Business Intelligence, CRM tools like SalesForce, Tableau, and Microsoft Office Suites. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $109,300/year in our lowest geographic market up to $233,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.