The Manager of Customer Success will be responsible for managing a team Customer Success Managers who convert seller leads (drive sales) and provide customized recommendations to educate 3P sellers on relevant tools, products, and services.
Key job responsibilities
The responsibilities of a Manager, Customer Success include but are not limited to:
1) Seller Acquisition: You will: • Drive and achieve sales targets for your team/territory. • Lead improvements to conversion by optimizing the sales funnel and pitch material Business Growth • Contribute to goal setting for your team to align with organizational goals.
2) Seller Growth: • 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 • Ability to make tradeoffs between short term Seller needs and long-term strategic investment.
3) Team Leadership: • Manage a team of Customer Success Managers (~8 direct reports) • Manage recruiting and hiring efforts across direct team and broader organization. Coach, mentor, and develop your team • Implement and track key input metrics to measure your team’s success in driving growth for your customers and (evaluate the quality of the end-Customer experience. Use these metrics to guide your work and uncover hidden areas of opportunity. • Hold your team accountable, while helping remove blockers to success
4) Strategy and Program Management: Contribute to strategic plans and documents for the organization. • Partner with external teams including Category Management, Finance, Global Customer Success Management, and Central Support teams to align programs and initiatives to drive growth.
BASIC QUALIFICATIONS • Experience: 6+ years professional experience in Sales, Territory Planning, Merchandising, and/or relevant experience within Customer Success, Account Management, and/or relevant experience in negotiating, nurturing, and growing customer relationships. • Education: Bachelor's degree or equivalent. • Demonstrated success identifying sales opportunities and increasing conversion • Relationship Management: Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through. Proven track record of delivering results through a team. • Communication: Excellent verbal and written communication. • Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions. • Planning: Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment. • Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.• Demonstrated success identifying sales opportunities and increasing conversion • Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through. Proven track record of delivering results through a team. • Communication: Excellent verbal and written communication. • Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions. • Planning: Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment. • Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.
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