As a Manager, Customer Success Management with PC/IT-Amazon Vendor Services, you will lead a team of Customer Success Managers responsible for influencing growth across the businesses of Amazon’s top vendor partners while improving end-customer and vendor experience. You will guide your team in their work with vendors using data, processes, mechanisms, and interpersonal skills. You will help Customer Success Managers identify and execute new selection, merchandising, and operational plans. You will own your team’s business growth, employee lifecycle, and team culture.
The PC/IT-Amazon Vendor Services Team works with vendors who sell products in the PC space, such as, laptops/desktops, computer components, network, and monitors.
Your team will innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon’s millions of customers.
Daily Roles and Responsibilities:
Lead a team of 6-10 Customer Success Managers
Lead employee lifecycle, including screening, interviewing, onboarding, training, performance management, and career development
Align vendors with Customer Success Managers based on complexity
Set and manage end-to-end goals for your team in alignment with organizational goals
Cultivate a team culture that optimizes for employee satisfaction while achieving goals
Establish a weekly cadence of 1:1s and team meetings
Partner with Customer Success Managers & internal stakeholders to develop joint vendor business plans
Meet with vendors quarterly to evaluate performance against Joint Business Plans, understand concerns, double down on wins, and provide strategic oversight
Identify, action, and/or advise on how to improve business metrics that drive growth and improve end customer experience
Forecast and drive growth of vendor enrollments in the AVS program
Support CSM to ensure timely, accurate, and professional operational support to all vendors
Identify, solve, and scale process improvements across the team and broader organization
Act as a point of escalation for issues, questions, and concerns
Monitor & analyze vendor feedback to improve vendor experience
Act as a thought leader to define success criteria and the business needs of vendors
Contribute to and lead creation of strategic plans and documents for the organization
Contribute to operational planning to drive scalable solutions across the organization
Partner with internal stakeholders, such as vendor management, merchant technology, and global account management teams, aligning programs and initiatives to drive growth
The teams are supportive, engage regularly for fun events, and encourage each other in continuous improvement. We work hard to ensure your individual professional growth.
BASIC QUALIFICATIONS
Bachelor’s Degree and 6+ years of relevant professional experience developing and managing a high-performing team.
Experience managing teams to achieve goals and drive employee engagement.
Relationship management and negotiation experience.
Experience developing and implementing strategies.
Experience influencing stakeholders.
Proficient in Excel.
Strong time management, prioritization, and problem-solving skills.
Strong written and verbal communication skills.
Experience rapidly adapting to change and dealing with ambiguity.
PREFERRED QUALIFICATIONS
MBA with 10+ of experience in account management, sales, marketing, buying, customer service, or consulting in related industries, such as retail, hospitality, technology, consumer electronics, home goods, recreational goods, scientific products, industrial products, or telecom.
Experience managing dynamic account portfolios. Experience with analytical & productivity tools including or similar to: Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence.
E-commerce experience.
Data analysis experience.
Manage multiple projects and priorities in a fast-paced, deadline-focused environment
Proven track-record of taking ownership and driving results.
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.
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 $109,300/year in our lowest geographic market up to $233,800/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.