Job Details

Overview

Senior Customer Success Manager, Seller External Relations – Amazon. Join to apply for the Senior Customer Success Manager, Seller External Relations role at Amazon.

Are you interested in leveraging your relationship building skills to join a dynamic team responsible for improving global opinion elites (OEs) perception of selling on Amazon worldwide? The Featured Sellers team on Seller External Relations is seeking an experienced, entrepreneurial, high-judgment, results-oriented Customer Success Manager for a dynamic role that will work hand-in-hand with selling partners and internal teams on initiatives that ensure public perception and OEs mirror the reality that Amazon's stores are a great place to build and grow thriving businesses.

Responsibilities

• Build authentic relationships with selling partners to inspire advocacy for Amazon
• Partner closely with cross functional teams to align on priorities, report and share results, insights, and learnings
• Understand stakeholder requirements, goals, and motivations, and prioritize these as needed to meet team goals
• Develop, test, refine, and communicate processes and operating procedures to streamline and enhance development of selling partners' story recommendations to internal teams (Invent and Simplify)
• Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical or operational constraints
• Work across internal teams to coordinate new business, partnership, and collaboration opportunities with seller partners, and ensure efficient escalation channels
• Advocate for sellers internally and externally
• Support, optimize, and help drive adoption of critical mechanisms required to ensure long-term expansion and success
• Track and report program learnings and effectiveness to internal stakeholders

A day in the life

• Reviewing and vetting sellers
• Conducting "get to know you" outreach calls with sellers
• Providing escalation support for sellers
• Analyzing selling partner trends and data
• Working closely with internal teams to understand and support upcoming events
• Gathering and tracking seller engagement history
• Gathering requirements from multiple internal stakeholders
• Brainstorming how to ensure processes are designed to "go big" while also being transparent and delightful
• Developing, executing, and refining internal processes

About The Team

SER's North Star vision is that global opinion elites (OEs) agree that Amazon is an amazing place for independent sellers to build and grow the business of their dreams, and that communities are better off with more sellers selling in Amazon's store. We achieve this vision by driving a proactive communications and engagement strategy that establishes an accurate and positive narrative tailored to global OEs and the populations of sellers, SBs, and inclusive consumers that they care about. We leverage a four-pronged SER Service Model that drives our work and scales our reach through internal and external partners.

Basic Qualifications

• 3+ years of CSM experience
• Experience using data and metrics to determine and drive improvements
• Experience collaborating cross-functionally with tech and non-tech teams
• Experience working with selling partners
• Familiarity with Seller Central
• Excellent communication skills, both written and verbal
• Attention to detail, excellent organization skills, and ability to manage multiple projects and responsibilities
• Strong analytic approach and bias for action using data-based judgment
• Travels as necessary to ensure programmatic excellence
• Experience establishing, growing, and maintaining relationships

Preferred Qualifications

• 3+ years of communicating results to senior leadership experience, written and verbal
• 3+ years of driving process improvements experience
• Masters of Business Administration or Advanced Technical Degree
• Interpersonal skills - decisive, action-oriented, and able to motivate and inspire others
• Experience leveraging customer insights to drive decisions
• Strong track record of leading and delivering programs and services at a national scale
• Demonstrated ability to operate autonomously, roll up sleeves and execute to get the job done; general manager/owner mentality
• Experience working with remote delivery teams; proven ability to influence global stakeholders and gain alignment on program vision
• Ability to navigate ambiguity and drive clarity

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit the accommodations information page.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $72,000/year to $154,000/year, depending on location and experience. Amazon is a total compensation company; eligibility for equity, sign-on bonuses, and other benefits may apply.

For more information, please visit the Amazon benefits page. This position will remain posted until filled. Applicants should apply via our internal or external career site.