Customer Success Manager, US, RBS - Strategic Account Services

Overview

Customer Success Manager, US, RBS - Strategic Account Services. Manage a portfolio of Seller Partners within Amazon’s Strategic Account Services to drive growth, optimize performance, and enhance partner satisfaction. Work on topics such as Portfolio Optimization, Product Presentation, Advertising Strategy, Promotions, Fulfillment Strategy, and Brand Building. You will advise a portfolio of businesses, develop roadmaps with Selling Partners, and use data-driven insights to identify untapped potential.

This role offers ownership in projects, program evolution, and collaboration with Amazon colleagues in the USA. Regular shift timing: 4 PM to 1 AM IST.

• Manage a portfolio of Sellers to drive sustainable revenue growth, based on a solid understanding of marketplace programs, tools and processes.
• Analyze customer data on the efficiency of listings, selection, supply chain, advertising, and deals; provide strategic recommendations to maximize the sellers’ potential.
• Implement and track metrics for recording the success and quality of the sellers in your portfolio; use key metrics to guide your work and uncover opportunities.
• Build and execute on a joint business plan that delivers on key business opportunities and relevant KPIs for the sellers and Amazon.
• Conduct deep-dive analysis on seller issues and publish recommendations and action plans based on data to improve seller experience.
• Measure success by the performance of your sellers on input metrics and impact on customer and seller experience.
• Develop a thorough understanding of the Amazon Marketplace ecosystem; manage projects around Paid Service, including process improvements, tool/content development, competitive analysis, and sales analysis.
• Conduct regular WBRs and MBRs with sellers, highlighting business metric performance and building action plans.

• 2+ years of sales or account management experience
• 2+ years of digital advertising and client-facing experience
• Experience with Excel
• Experience analyzing data and best practices to assess performance drivers

• Experience analyzing key open issues and resolution metrics for managed accounts
• Experience in relationship management within technology, start-ups, or SaaS platforms

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