The posting
The Strategic Account Services (SAS) organization seeks a Beauty Senior Customer Success Manager to drive business growth for Amazon's most influential Sellers. You will build and execute strategic joint business plans, collaborating with Sellers to identify new selection, merchandising, traffic/conversion drivers, and operational improvements.
The ideal candidate has strong client management skills, works backwards from Seller needs to prioritize the right inputs/outputs, manages multiple workflows in a fast-paced environment, and participates in continuous improvement initiatives. They embrace ambiguity, demonstrate ownership, and advocate for their Sellers' experience on the Amazon Store.
Key job responsibilities Customer Success Managers are responsible for driving Seller business growth by providing customized insights and recommendations, educating regarding relevant tools, products, and services, and delivering a positive experience with our program. The key responsibilities of a Senior Customer Success Manager include but are not limited to:
Business Growth
- Identify and address business input metrics hindering growth; develop and test solutions before scaling - Analyze data and trends to maximize long-term potential for your Seller portfolio - Act as a strategic partner—proactively identify opportunities, create tailored recommendations using consultative, out-of-the-box thinking - Lead business strategy development and long-term account plans, collaborating cross-functionally to drive customer success - Manage complex account goals where strategy is undefined; balance short-term needs with long-term investment - Implement and track metrics to measure portfolio success and uncover hidden opportunities
Seller Relationship Management
- Build trusted advisor relationships; serve as a business advocate for your Sellers - Deliver timely, accurate operational support within SLA - Drive program and CSM satisfaction - Coordinate cross-functionally to resolve Seller issues quickly and with high quality - Serve as a consultant with oversight of key strategic activities—escalating and clearing blockers across organizations; advocate as the voice of the customer internally - Educate Sellers on tools, policies, products, and programs to drive incremental growth, tying recommendations to their specific goals
Program Process Excellence
- Define success criteria and understand evolving business needs of Sellers - Improve team efficiency and optimize processes; deliver critical solutions and mechanisms independently across teams - Help define and design tools, SOPs, and processes for Seller Services - Identify and define feature enhancements and new products based on customer feedback, data analysis, and competitive gaps - Aggregate themes to function as Voice of the Seller with owning teams, addressing root-cause opportunities - Own project status communication with clear, concise summaries to leadership
- Bachelor's degree or equivalent in a related field - Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions - Experience with MS Office Professional Suite, including Microsoft Excel to manipulate and analyze data - Experience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisions - Experience managing multiple projects, prioritizing, planning, and managing time - Experience in strategic marketing management and market analysis and demonstrated ability to build and execute a strategy with clear goals and objectives to align to business and service objectives, and support portfolio objectives - 4+ years professional experience in the Beauty industry with Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.
- Experience with strong project management skills and the ability to thrive in a fast-paced environment - Experience in e-commerce, retail or advertising, or experience in sales/business development - Experience leveraging AI-powered tools or data analytics platforms to drive quality improvements, root cause analysis, or process optimization - Experience communicating and presenting to senior leadership - Experience analysing market opportunities, engaging and negotiating with customers, and defining new areas of innovation
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