This role is for a new advertising technology program - Amazon Retail Ad Service. We seek passionate, hard-working, and talented individuals to help define, launch and foster these nascent ideas into scalable products that drive customer success.
Amazon Ads is seeking a leader to define, build, and execute the roadmap for our customer success. The Senior Customer Success Manager drives revenue growth for some of the most influential customers, ensuring customer satisfaction by delivering an optimal level of service through strategic insights, relentlessly high operational standards, and highly effective advocacy through product management and engineering teams. In this role, you will own building and executing strategic joint business plans with your customers, educating and advocating the customer to drive program onboarding and adoption, monitoring performance against aligned success metrics, and driving prioritization across product and operational teams.
The ideal candidate for this role should possess client management skills with the keen ability to work backwards with customers to identify and prioritize the right inputs and outputs to deliver value and growth.
They will be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolio. Above all, they should demonstrate ownership and the ability to embrace and navigate ambiguity and complexity.
They are agile, inventive, and an advocate for their customer (and their customer's customers') experience.


Key job responsibilities
Business Growth
• Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience. Identify what is hindering growth, develop solutions, and test before scaling to benefit to impacted customers.
• Analyze data and trends to identify, action and/or influence long term to maximize potential for your assigned portfolio of customers.
• Act as a strategic and influential partner for your customers. Proactively seek out new opportunities for customers and their customers. Create tailored solutions and recommendations, where out of the box thinking is necessary. Present compelling value propositions using a strategic and consultative approach.
• Lead business strategy development and design long term account plans, collaborating effectively with cross-functional teams and your customers to find joint areas of opportunity to drive customer success.
• Possess the ability to manage and deliver against complex account goals where strategy is not defined. Able to make tradeoffs between short term customer needs and longer-term strategic investment.
• Implement and track metrics to record the success and quality of your portfolio. Use these metrics to guide your work and uncover hidden areas of opportunity.
Customer Relationship Management
• Build effective working relationships with your customers; be a trusted advisor and a business advocate.
• Deliver timely, accurate and professional operational support to all customers in your portfolio within a specified SLA.
• Drive optimal program and Customer Success Manager satisfaction.
• Liaise with other partner teams and coordinate cross-functionally to resolve customer issues and questions quickly with high quality.
• Play a “consultant” role with oversight of key strategic activities that are underway for the customer, following up, escalating, and clearing blockers as appropriate across multiple organizations. Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization, to deliver value across a larger customer set.
• Educate customers on how to drive incremental growth through frequent education on tools, policies, products and programs. Maintain in-depth knowledge in these areas to keep customers informed of new opportunities and tie recommendations to their specific goals and value proposition.
Program Process Excellence
• Act as a thought leader in defining success criteria and understand business needs of customers in an ever-changing business environment.
• Improve team efficiency and optimize previously defined processes. Manage initiatives, deliver critical solutions, improvements, and mechanisms by working independently across teams.
• Assist with the definition and design of tools, standard operating procedures and processes for customer success.
• Identify, quantify, and define feature enhancements and new products to improve product based on customer feedback, data analysis, and feature gaps with competitive products.
• Aggregate themes and data to advocate to function as Voice of the Customer with owning teams to address opportunities at root cause level, keeping their relative experience at the forefront of decision making and design.
• Own project status communication. Consistently impart clear and concise summaries for the projects you own to your leadership/management team and are effective at answering questions in detail.