Senior Customer Success Manager, Strategic Account Services-Hardlines

Amazon.com Services LLC; Arlington (VA); On-site; USD 120,000 - 180,000; Full time

Job summary

Amazon.com Services LLC is seeking a Senior Customer Success Manager to shape the future of its SAS program for top Sellers on the Amazon Store. You will own joint business plans, collaborate with Sellers on growth opportunities in selection, merchandising, traffic, and operations, and drive continuous improvement across portfolios.

The role requires managing multiple workflows in a fast-paced environment, embracing ambiguity, and acting as the voice of the customer with data-backed

Qualifications

• Bachelor's degree or equivalent.
• Experience in Sales, Territory Planning, Merchandising, and/or Customer Success.
• Experience exceeding sales targets using a consultative, solutions-focused approach.
• Experience building and cultivating relationships with internal and external stakeholders.
• Experience in medium to high complexity data analysis using Excel, requiring the use of pivot tables and/or other data manipulation features and formulas.
• Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment.

Responsibilities

• Drive Seller business growth through customized insights, recommendations, education on tools/products/services, and delivering a positive program experience.
• Lead business strategy development and long-term account plans with cross-functional teams to drive customer success.
• Act as a trusted advisor; resolve Seller issues quickly with high quality and proactive communication.
• Define success criteria and track portfolio performance to uncover opportunities and guide work.

Skills

Client management

Sellers relationships

Strategic thinking

Sales targets

Data analysis

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Accounting qualification (ACA/ACCA/CIMA/CPA) or MBA

Tools

Excel

Job description

The Strategic Account Services (SAS) 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 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 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. Above all, they should demonstrate ownership and the ability to embrace and navigate ambiguity and complexity.

They are agile, inventive, and an advocate for their Sellers experience on the Amazon Store. If you are interested in growing Amazon's leading brands, then we're interested in you.

Key job responsibilities

Customer Success Managers drive Seller business growth through customized insights, recommendations, education on tools/products/services, and delivering a positive program experience.

Business Growth

• Identify and action improvements to business input metrics that drive growth and end customer experience. Develop and test solutions before scaling.
• Analyze data and trends to maximize long-term potential for your assigned Seller portfolio.
• Act as a strategic partner for Sellers. Proactively identify opportunities, create tailored solutions, and present compelling value propositions using a consultative approach.
• Lead business strategy development and long-term account plans, collaborating cross-functionally with teams and Sellers to drive customer success.
• Manage and deliver against complex account goals where strategy is undefined. Balance short-term customer needs with longer-term strategic investment.
• Implement and track metrics to measure portfolio success and quality. Use these to guide work and uncover hidden opportunities.

Seller Relationship Management

• Build effective working relationships as a trusted advisor and business advocate.
• Deliver timely, accurate, and professional operational support within specified SLAs.
• Drive optimal program and CSM satisfaction.
• Liaise with partner teams and coordinate cross-functionally to resolve Seller issues quickly and with high quality.
• Serve as a consultant with oversight of key strategic activities, following up, escalating, and clearing blockers across organizations. Advocate as the voice of the customer internally using data and anecdotes.
• Educate Sellers on driving incremental growth through tools, policies, products, and programs. Maintain in-depth knowledge to tie recommendations to Sellers' specific goals.

Program Process Excellence

• Act as a thought leader in defining success criteria and understanding Seller business needs in a changing environment.
• Improve team efficiency and optimize processes. Manage initiatives and deliver solutions by working independently across teams.
• Assist with defining and designing 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 and data to advocate as Voice of the Seller with owning teams, addressing opportunities at root cause level.
• Own project status communication. Deliver clear, concise summaries to leadership and answer questions in detail.

Basic Qualifications

• Bachelor's degree or equivalent
• Experience in Sales, Territory Planning, Merchandising, and/or relevant experience within Customer Success, Account Management, or negotiating, nurturing, and growing customer relationships
• Experience exceeding sales targets using a consultative, solutions-focused approach or equivalent
• Experience building and cultivating relationships with internal and external stakeholders
• Experience in medium to high complexity data analysis using Excel, requiring the use of pivot tables and/or other data manipulation features and formulas
• Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment

Preferred Qualifications

• Professional accounting qualification (e.g. ACA, ACCA, CIMA, CPA, or equivalent), or Master's degree (MBA or related discipline)
• Experience in management of large, complex enterprise accounts or equivalent
• Experience in e-commerce, retail or advertising, or experience in sales/business dev