What are the responsibilities and job description for the Customer Success Manager position at Amazon?
DESCRIPTION
This role can be based in one of our approved office locations in Santa Monica, CA.
Want to own the tactical implementation of plans and projects that create an immediate impact on customers and businesses?
As a Customer Success Manager with Amazon Vendor Services, you will work with Amazon’s top vendor partners, influencing processes and plans 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, relationship building, and analytical skills are key to developing a trusted advisory relationship to guide and influence vendors to achieve their strategic and tactical goals.
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 Customer Success Manager experience, and ultimately to enhance the experience of our end customers. You will collaborate with a team of 6-10 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. Customer Success Managers have a clear path to roles across Amazon, including a direct path to Senior CSM 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
Interface with multiple portals to develop product messaging on Amazon.com, monitor catalog inventory positions, and track sales performance
Analyze data from multiple sources and present recommendations to vendors on trends and opportunities
Provide 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
Pitch promotional opportunities to help vendors drive revenue growth to meet their YoY goals
Engage multiple internal 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, issues, and projects
BASIC QUALIFICATIONS
Bachelor's Degree
Experience with Microsoft Excel
Experience analyzing data and best practices to assess performance drivers
3 years of professional work experience
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
Skills for building professional relationships
Experience rapidly adapting to change and dealing with ambiguity
PREFERRED QUALIFICATIONS
Master’s Degree, or equivalent
3 years of experience in account management, sales, marketing, buying, supply chain management, transportation, procurement, customer service, or consulting
3 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 using 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.
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 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $52,400/year in our lowest geographic market up to $112,000/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.
Salary : $52,400 - $112,000
