Sr. Manager, Customer Success

hace 9 horas

San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

5+ years managing a team of 8+ Senior Customer Success Managers/Account Managers, Project Managers or Program Managers.
- 6+ years professional experience within Customer Success Management, Account Management, Sales, Vendor Management, Business Development, E-Commerce, Retail, Consulting, Business-to-Business (B2B), Sales Operations or Shared Service Operations.
- Bachelor's degree or equivalent.
- Advanced English level.
Job summary

The Strategic Account Services (SAS) organization is seeking a Sr.
Manager, Customer Success, 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.
In this role, you will be responsible for all business and operational objectives of your Customer Success Management team (8+ direct reports, which may include Customer Success Managers and Managers).
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

Business Growth
- Contribute to goal setting for your team to align with organizational goals.
- Contribute to business strategy development and identify the correct input metrics that drive growth and improve the end customer experience, in collaboration with cross-functional teams and other Amazon programs.
- Possess the ability to manage and deliver against complex goals where strategy is not defined.
Able to make tradeoffs between short term seller needs and long term strategic investment.
- Implement and track metrics to record the success and quality of your team's sellers.
Use these metrics to guide your work and uncover hidden areas of opportunity.
Relationship Management
- Build and cultivate strong relationships with sellers in your team's portfolio, along with internal stakeholders; be a trusted advisor and a business advocate.
- Monitor seller satisfaction survey results to investigate both positive and negative feedback trends.
Establish improvement plans and manage expectations with Account Managers as appropriate.
Process Excellence
- Use customer feedback, market growth trends, and analyze key metrics to contribute to strategic development of features and programs that accelerate seller's growth and improve their experience working with Amazon.
Spot areas of unnecessary process or inefficiencies and work to simplify.
- 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.
Develop mechanisms to create accountability.
Leadership
- Manage a team of 8+ direct reports, leading an extended team of Account Managers (may include People Managers), prioritizing strategic initiatives and escalation support as needed.
- Act as a thought leader in defining success criteria and understand business needs of sellers in an ever-changing business environment.
Contribute to strategic plans and documents for the organization.
- Partner with external teams including Category Management, Finance, Global Account Management, and Central Support teams to align programs and initiatives to drive growth.
- Manage recruiting and hiring efforts across direct team and broader organization.
Coach, mentor, and develop your team.
- Performance management, driving success and developing talent within the organization.
- Track record as manager of managers
- Experience in E-Commerce, Retail, Consulting and/or B2B - Preferred Education: Masters in Business Administration (MBA)
- Experience and expertise communicating/influencing senior business decision makers (C-level)
- Effective territory/account management strategy development with multiphase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiation.
- Experience using analytical, account management, and productivity tools including Oracle Business Intelligence, CRM tools like Salesforce, Tableau, and Microsoft Office Suites.

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