The Amazon Vendor Services organization is seeking a Manager, Customer Success Manager to lead a team of Customer Success Managers responsible for the growth and development of some of the most influential Sellers in the Amazon Store.
The ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate on business strategies to deliver growth and positive experience for Sellers. This person has relentlessly high standards and operates as a business owner who understand key levers to achieve results through their team. They have a passion for people management and are at their best when they’re building, developing and guiding high-performing teams.
In this role, you will be responsible for all business and operational objectives of your Customer Success Management team. You’ll drive the creation and execution of strategies to achieve business goals and collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.

Key job responsibilities
• Create business and operational objectives for your Customer Success team . You’ll drive the creation and execution of strategies to achieve business goals, including identifying the correct input metrics to track progress against these goals.
• Collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.
• Contribute to goal setting and business strategy development for your peer team to align with Consumables organizational goals.
• Deliver against complex goals where strategy is not defined.
• Make tradeoffs between short term Customer needs and longer-term strategic investment.
• Implement and track key input metrics to (1) Measure your team’s success in driving growth for your Customers and (2) Evaluate the quality of the end-Customer experience. Use these metrics to guide your work and uncover hidden areas of opportunity.
• Build and cultivate strong relationships with team’s Customers, along with internal stakeholders; be a trusted advisor and a business advocate.
• Monitor Customer satisfaction survey results, and investigate both positive and negative feedback trends. Establish improvement plans and manage expectations with Customer Success Managers as appropriate.
• Use Customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate Customer growth and improve their experience working with Amazon.
• Spot areas of unnecessary process or inefficiencies and work to remove blockers for Customer Success Managers.
• Identify, optimize, and scale improvements that can benefit a large set of Customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations.
• Participate in hiring efforts across direct team and broader organization. Coach, mentor, and develop your team.

A day in the life
• Participate in an Customer Success Manager interview loop and debrief for 1-4 Candidates.
• Coach an employee on how to properly bridge during WBR and improve their soft-skills.
• Have a career conversation with an CSM; review the CSM’s opportunities, strengths and forward-looking path.
• Review connections data and create a plan to address team concerns and expand on new team ideas.
• Audit business performance metrics for the Customers managed by your team and highlight key opportunities and concerns in the metrics to your team.
• Write or contribute to a document for an organization wide initiative.

About the team
The Amazon Vendor Services program is a paid service that offers enrolled Selling Partners services in one of five major categories: (1) A designated Account Manager, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. In this role, you will be a member of the Consumables Category team, and will lead a team of Account Managers who support Selling Partners within the Consumables categories. Consumables categories consist of Health & Personal Care, Grocery, Pets, Mass Beauty, Premium Beauty, and Baby. The role offers broad scope as the Selling Partners supported by this role may span numerous Brands, end Customer segments, and product categories.