The posting
Value Added Services, India: The vision for Value Added Services (VAS) is to transform how India buys products online by offering them value-adding services throughout the product life-cycle. VAS launched in Mar 2017 with appliance installations and mobile after sales support for devices bought on Amazon. Today, we are focused on building a 5* rated service at scale across service categories and cities. We aim to do this by leveraging skilled experts to support customers across product life-cycle to: (a) Make a new purchase decision [Pre-Purchase Service], (b) Get started with a newly bought product [Ready to Use Services], (c) Solve issues with a newly purchased product [Return Services], (d) Get continuous support during the life of the product [Repair Services & Extended Warranties], (e) Extract maximum end-of-life values of a used product [Exchange Services].
As an Account Manager, you will have end-to-end responsibility of managing, building and enhancing customer experience through our current service network. The role will require you to run daily fulfilment with a long-term vision of improving the service quality. The role will require close partnership with a cross-functional set of stakeholders such as Product category teams, Trans teams, Service providers, Service Product, Service Fulfillment, Service excellence, Business Finance and Brands, to deliver a 5-star-rated services.
Key job responsibilities • Own end-to-end responsibility of providing 5-star Rated Ready to Use Service on platform through Amazon Managed Supply • Identify defects that lead to poor service experience for customers, design metrics to capture these defects, understand their relative importance, and establish prioritization based on customer impact • Root cause defects to understand underlying causes, and design inputs to address root causes for these defects • Based on insights into performance and relative prioritization of defects publish a corrective action plan at the right frequency with service partners • Create a playbook for triggering different workflows that help dive & save customers, safeguard the next 7 days performance and implement long-term fixes to avoid these defects in the future • Define and own success metrics for the program
We are seeking a business leader with a broad skill-set which demonstrates analytical horsepower, vendor management skills, excellent business judgment, strong negotiation skills, deep curiosity to uncover how things work, and a passion for building a world class shopping experience through services for our customers. The successful candidate for this high impact role will be a self-starter with a passion for problem-solving, have proven data analysis skills, have strong relationship management skills, demonstrate great “voice” and content creation skills, show strong ownership and commitment, have proven leadership experience in managing projects, and bring relevant insights in marketing and merchandising.
- 2+ years of sales or account management experience - 2+ years of digital advertising and client facing roles experience - Experience with Excel - Experience analyzing data and best practices to assess performance drivers
- Experience analyzing key open issues and resolution metrics for each of the managed accounts - Experience in relationship management within technology, start-ups, or SaaS Platforms
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