Descrição
DESCRIPTION:
Our Amazon Vendor Services team is seeking a Manager of Customer Success to lead a team responsible for the growth and development of some of the most influential Health & Wellness brands in the industry.
In this role, you will be responsible for all business and operational objectives of your Customer Success Management team. 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 ready to build businesses, break records, and create a lasting impact for customers and your team, this is the role for you.
Key job responsibilities
- Create business and operational objectives for your Customer Success team. You’ll drive the creation and execution of strategies to achieve business goals, including identifying the correct input metrics to track progress against these goals.
- 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.
- Contribute to goal setting and business strategy development for your peer team to align with Consumables organizational goals.
- Deliver against complex goals where strategy is not defined.
- Make tradeoffs between short term Customer needs and longer-term strategic investment.
- Implement and track key input metrics to (1) Measure your team’s success in driving growth for your Customers and (2) Evaluate the quality of the end-Customer experience. Use these metrics to guide your work and uncover hidden areas of opportunity.
- Build and cultivate strong relationships with team’s Customers, along with internal stakeholders; be a trusted advisor and a business advocate.
- Monitor Customer satisfaction survey results, and investigate both positive and negative feedback trends. Establish improvement plans and manage expectations with Customer Success Managers as appropriate.
- Use Customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate Customer growth and improve their experience working with Amazon.
- Spot areas of unnecessary process or inefficiencies and work to remove blockers for Customer Success Managers.
- 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.
- Participate in hiring efforts across direct team and broader organization. Coach, mentor, and develop your team.
A day in the life
- Coach an employee on how to properly bridge during WBR and improve their soft-skills.
- Have a career conversation with an CSM; review the CSM’s opportunities, strengths and forward-looking path.
- Review connections data and create a plan to address team concerns and expand on new team ideas.
- Audit business performance metrics for the Customers managed by your team and highlight key opportunities and concerns in the metrics to your team.
- Write or contribute to a document for an organization wide initiative.
About the team
The Amazon Vendor Services program is a paid service that offers enrolled Selling Partners services in one of five major categories: (1) A designated Account Manager, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. In this role, you will be a member of the Consumables Category team, and will lead a team of Account Managers who support Selling Partners within the Consumables categories. Consumables categories consist of Health & Personal Care, Grocery, Pets, Mass Beauty, Premium Beauty, and Baby. The role offers broad scope as the Selling Partners supported by this role may span numerous Brands, end Customer segments, and product categories.
BASIC QUALIFICATIONS:
- Experience: 6+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management ,Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.
- Education: Bachelor's degree or equivalent.
- Goal Attainment: Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
- Relationship Management: Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through. Proven track record of delivering results through a team.
- Communication: Excellent verbal and written communication.
- Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
- Planning: Track record of de