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Description

The Manager of Customer Success will be responsible for managing a team Customer Success Managers who convert seller leads (drive sales) and provide customized recommendations to educate 3P sellers on relevant tools, products, and services.

Key job responsibilities

The responsibilities of a Manager, Customer Success include but are not limited to:

1) Seller Acquisition: You will: • Drive and achieve sales targets for your team/territory. • Lead improvements to conversion by optimizing the sales funnel and pitch material Business Growth • Contribute to goal setting for your team to align with organizational goals.

2) Seller Growth: • 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 • Ability to make tradeoffs between short term Seller needs and long-term strategic investment.

3) Team Leadership: • Manage a team of Customer Success Managers (~8 direct reports) • Manage recruiting and hiring efforts across direct team and broader organization. Coach, mentor, and develop your team • Implement and track key input metrics to measure your team’s success in driving growth for your customers and (evaluate the quality of the end-Customer experience. Use these metrics to guide your work and uncover hidden areas of opportunity. • Hold your team accountable, while helping remove blockers to success

4) Strategy and Program Management: Contribute to strategic plans and documents for the organization. • Partner with external teams including Category Management, Finance, Global Customer Success Management, and Central Support teams to align programs and initiatives to drive growth.

Basic Qualifications

BASIC QUALIFICATIONS • Experience: 6+ years professional experience in Sales, Territory Planning, Merchandising, and/or relevant experience within Customer Success, Account Management, and/or relevant experience in negotiating, nurturing, and growing customer relationships. • Education: Bachelor's degree or equivalent. • Demonstrated success identifying sales opportunities and increasing conversion • 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 developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment. • Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.

Preferred Qualifications

• Demonstrated success identifying sales opportunities and increasing conversion • 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 developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment. • Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.