Sr. Customer Success Mgr, Canada Strategic Account Services

Amazon Jobs; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading e-commerce company in Toronto is seeking a Senior Customer Success Manager to drive business growth for influential Sellers on the Canadian Store. This role requires strong client management skills, 4+ years of relevant experience, and the ability to analyze data for strategic insights. You will build effective relationships with Sellers, ensuring satisfaction and operational excellence. Join a diverse and inclusive workplace that values results for customers.

Qualifications

• 4+ years professional experience in Buying, Merchandising, Planning, Customer Success, or Account Management.
• Demonstrated success identifying business opportunities and growing customer relationships.

Responsibilities

• Drive Seller business growth with insights and recommendations.
• Analyze data and trends to maximize portfolio potential.
• Build effective working relationships with Sellers.

Skills

Client management skills

Data analysis

Relationship building

Strategic thinking

Education

Bachelor's degree or equivalent

Job description

This role is based in our Toronto office.

The Canadian Strategic Account Services (SAS) Core organization is seeking a Senior Customer Success Manager to shape the future of the program. The Senior Customer Success Manager drives business growth for some of the most influential Sellers on the Amazon Canada Store, ensuring Seller satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards.

In this role, you will own building and executing strategic joint business plans with your Sellers; collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities.

The ideal candidate for this role should possess strong client management skills with the keen ability to work backwards with Sellers 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.

Key Job Responsibilities

• Customer Success Managers are responsible for driving Seller business growth by providing customized insights and recommendations, educating selling partners regarding relevant tools, products, and services, and delivering a positive experience with our program.

The key responsibilities of a Senior Customer Success Manager 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 Sellers. Proactively seek out new opportunities for customers and Sellers.
• Lead business strategy development and design long term account plans, collaborating effectively with cross-functional teams and your Sellers finding joint areas of opportunity to drive customer success with Amazon Canada.

Seller Relationship Management

• Build effective working relationships with your Sellers; be a trusted advisor and a business advocate.
• Deliver timely, accurate and professional operational support to all Sellers in your portfolio within a specified SLA.
• Drive optimal program and Customer Success Manager satisfaction.

Program Process Excellence

• Act as a thought leader in defining success criteria and understand business needs of Sellers in an ever-changing business environment.
• Improve team efficiency and optimize previously defined processes.

About the Team

Basic qualifications include:

• 4+ 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.
• Bachelor's degree or equivalent.
• Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.

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, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.