Description

Amazon Vendor Services has teams in multiple locations. This role can be based in one of our approved office locations in Seattle, WA, Santa Monica, CA or Arlington, VA dependent on business need.

Do you enjoy having ownership to create daily and long-term strategic impact on customers and businesses?

As a Senior Customer Success Manager with Amazon Vendor Services, you will work with Amazon’s top vendor partners, influencing growth across their businesses on Amazon.com and improving end-customer experience. You will provide data driven strategic insights and ensure high operational standards. Your personal engagement and analytical skills are key to developing, influencing, and implementing strategic joint business plans with vendors.

The Amazon Vendor Services Team works with Vendors who sell products such as:

Home & Lifestyle (Toys, Furniture, Kitchen, Music/Video, Major Appliances, Home Improvement, Lawn and Garden, etc.)

BEATS (Business, Electronics, Automotive, Technology, Solutions) – Business Solutions, Auto, Camera, Office, Wireless, PC & Software

Our goals include providing the best vendor experience, a rewarding Senior Customer Success Manager experience, and ultimately to enhance the experience of our end customers. You will collaborate with a team of 6-10 Senior Customer Success Managers to innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon’s millions of customers.

The teams are supportive, engage regularly for fun events, and encourage each other in continuous improvement. Senior Customer Success Managers have a clear path to roles across Amazon, including a direct path to management within our team. We work hard to ensure your individual professional growth.

Daily Roles and Responsibilities:

Act as the primary point of contact and as the internal advocate for vendor issues, questions, requests, escalations, and concerns

Identify, advise, and execute strategic vendor priorities across marketing, merchandising, and supply chain management

Analyze data from multiple sources and present recommendations to vendors on trends and opportunities

Provide oversight, support, and strategic business recommendations while working with internal teams to ensure operational performance

Develop and deliver reports to vendors specific to their needs and strategic growth goals

Educate vendors on tools, policies, processes, and relevant growth opportunities through Amazon programs and products

Engage multiple stakeholders to problem solve, surface defects, extract and analyze data, and drive continuous improvement for your vendors and the organization

Identify, solve, and scale process improvements across the team and broader organization

Manage challenging account goals, problems, and projects

Basic Qualifications

3+ years of professional experience in client or vendor facing roles with a focus in relationship management and negotiation skills

Experience analyzing data and best practices to assess performance drivers

Bachelor's Degree

Data analysis experience including manipulating large datasets from complex systems and interpreting results

Experience developing and implementing strategies

Experience influencing stakeholders

Proficient in Excel

Time management, prioritization, and problem-solving skills

Strong written and verbal communication skills

Experience rapidly adapting to change and dealing with ambiguity

Preferred Qualifications

Bachelor’s degree, Master’s Degree, or equivalent

5+ years of experience in account management, sales, marketing, buying, customer service, or consulting

5+ years in related industries, such as retail, hospitality, technology, consumer electronics, home goods, recreational goods, scientific products, industrial products, or telecom

Experience with analytical & productivity tools including or similar to: Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence

E-commerce experience

Data analysis experience

Proven ability to learn tools and processes then effectively use them to provide service

Manage multiple projects and priorities in a fast-pace, deadline-focused environment

Proven track-record of taking ownership and driving results

Strong attention to detail

Excellent problem-solving skills

Comfortable working in a diverse group and contributing to an inclusive culture

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $72,000/year in our lowest geographic market up to $154,000/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.