Customer Success Mgr, NASB

Amazon is seeking a Customer Success Manager to drive business growth for Sellers on the Amazon Canada Store. The role involves building and executing strategic business plans, providing insights to Sellers, and ensuring high operational standards to enhance Seller satisfaction.

Responsibilities:

• Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience
• Identify what is hindering growth, assist with developing solutions, and testing
• 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
• Seek out new opportunities for customers and Sellers that drive towards their goals
• Create tailored solutions and recommendations where out of the box thinking is required
• Present compelling value propositions using a strategic and consultative approach
• Lead business strategy development and design long term account plans
• Implement and track metrics to record the success and quality of your portfolio of Sellers
• Use these metrics to guide your work and uncover hidden areas of opportunity
• 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
• Work with other partner teams to assist cross-functionally to resolve Seller issues and questions quickly with high quality
• Play a 'consultant' role with oversight of key strategic activities that are underway for the Seller
• Work with manager to follow up, escalate, and clear blockers as appropriate
• Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization
• Educate Sellers on how to drive incremental growth on Amazon through frequent education on tools, policies, products and programs
• Maintain in-depth knowledge in these areas to keep Sellers informed of new opportunities and tie recommendations to their specific goals and value proposition
• Improve team efficiency and optimize previously defined processes
• Assist with the design of tools, standard operating procedures and processes of Seller Services
• Work with manager to Identify, quantify, and define feature enhancements and new products to improve Amazon Canada product based on customer feedback, data analysis, and feature gaps with competitive products
• Aggregate themes and data to advocate to function as Voice of the Seller with owning teams to address opportunities at root cause level
• Own project status communication
• Consistently impart clear and concise summaries for the projects you own to your leadership/management team and are effective at answering questions in detail