This role is based in our Toronto office.
The Canadian Strategic Account Services (SAS) Core organization is seeking a
Customer Success Manager to help shape the future of the program. The Customer
Success Manager drives business growth for some of the largest Sellers on the
Amazon Canada Store, ensuring Seller satisfaction by delivering an optimal level
of service through strategic insights and relentlessly high operational
standards. In this role, you will own building and executing strategic joint
business plans with your Sellers; collaborating with them to explore innovative
ways to identify and execute new selection, merchandising, traffic and
conversion drivers, and operational improvement opportunities.
The ideal candidate for this role should possess strong client management skills
with the keen ability to work backwards with Sellers 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 surface program
suggestions and areas of improvement to leadership. Above all, they should
demonstrate a high level of ownership and the ability to embrace and navigate
ambiguity and complexity. They are agile, inventive, and an advocate for their
Sellers experience on the Amazon Canada Store. If you are interested in growing
Amazon’s leading brands, then we’re interested in you
Key job responsibilities
Customer Success Managers are responsible for driving Seller business growth by
providing customized insights and recommendations, educating selling partners
regarding relevant tools, products, and services, and delivering a positive
experience with our program. The key responsibilities of a Senior Customer
Success Manager include but are not limited to:
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, assist with developing solutions, and testing.
• Analyze data and trends to identify, action and/or influence long term to
maximize potential for your assigned portfolio of Sellers.
• Act as a strategic and influential partner for your Sellers. Seek out new
opportunities for customers and Sellers that drive towards their goals. Create
tailored solutions and recommendations where out of the box thinking is
required. Present compelling value propositions using a strategic and
consultative approach.
• Lead business strategy development and design long term account plans.
• Implement and track metrics to record the success and quality of your
portfolio of Sellers. Use these metrics to guide your work and uncover hidden
areas of opportunity.
Seller Relationship Management
• Build effective working relationships with your Sellers; be a trusted advisor
and a business advocate.
• Deliver timely, accurate and professional operational support to all Sellers
in your portfolio within a specified SLA.
• Drive optimal program and Customer Success Manager satisfaction.
• Work with other partner teams to assist cross-functionally to resolve Seller
issues and questions quickly with high quality.
• Play a “consultant” role with oversight of key strategic activities that are
underway for the Seller. Work with manager to follow up, escalate, and clear
blockers as appropriate. Advocate as the voice of the customer internally, using
data and anecdotes to drive prioritization.
• Educate Sellers on how to drive incremental growth on Amazon through frequent
education on tools, policies, products and programs. Maintain in-depth knowledge
in these areas to keep Sellers informed of new opportunities and tie
recommendations to their specific goals and value proposition.
Program Process Excellence
• Improve team efficiency and optimize previously defined processes.
• Assist with the design of tools, standard operating procedures and processes
of Seller Services.
• Work with manager to Identify, quantify, and define feature enhancements and
new products to improve Amazon Canada 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 Seller with
owning teams to address opportunities at root cause level.
• 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.
About the team
Basic Qualifications: Basic qualifications
• Experience: 4+ years professional experience in Buying, Merchandising,
Planning and/or relevant experience within Customer Success, Account Management
,Management Consulting and/or relevant experience in negotiating, nurturing, and
growing customer relationships.
• Education: Bachelor's degree or equivalent.
• Goal Attainment: Demonstrated success identifying business opportunities for
clients and increasing adoption and utilization of company products.
• Relationship Development: Proven track record of building and cultivating
relationships with internal and external stakeholders driving decisions
collaboratively, resolving conflicts, and ensuring follow-through.
• Communication: Excellent verbal and written communication.
• Language: Full professional proficiency in both English and Mandarin required.
• 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.
•Demonstrated ability to work in a fast-paced environment where continuous
innovation is desired and ambiguity is the norm. Preferred Qualifications: •
Experience in E-Commerce, Corporate Retail, Consulting and/or B2B
• Superior communication and presentation skills
• Effective territory/account management. Strategy development with multi-phase
execution and delivery: planning, opportunity qualification and creation,
stakeholder and executive communication, needs analysis, value engineering,
services/partner engagement, opportunity management, and negotiation.
• Understanding of retail math and formulas for the purpose of making business
decisions.
• Experience using analytical, account management, and productivity tools
including Oracle Business Intelligence, CRM tools like SalesForce, Tableau, and
Microsoft Office Suites.
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, including support for the
interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations
[https://amazon.jobs/content/en/how-we-hire/accommodations] for more
information. If the country/region you’re applying in isn’t listed, please
contact your Recruiting Partner.
