Description We’re seeking an Account Consultant to join our newly established Dive & Rescue team, spearheading strategic interactions with unmanaged at-risk of attrition sellers through customized 90-day account management plans. This role combines hands-on seller interaction and in-depth performance and status analysis to develop and implement personalized seller support, with room for conducting systematic solutions that address recurring challenges. Overall, aiming to enhance marketplace retention. As a pioneering member of this team, you’ll have the opportunity to participate on shaping the team’s direction. The ideal candidate will bring a dynamic blend of relationship management expertise & analytical thinking. Goal is for you to drive initiatives that deliver measurable impact on seller success while contributing to the foundation of a new unit. Key job responsibilities Analysis & Direct Seller Engagement: - Analyze root causes and conditions leading to sellers' unmanaged, at-risk, or post-attrition status - Build and maintain seller relationships through multi-channel communication (phone, email, etc.) with consistent check-ins - Research and understand seller cohort characteristics, including trends, seasonality, and competitive dynamics to provide targeted guidance - Gather and analyze seller feedback regarding status, needs, and challenges to develop both personalized and scalable solutions - Discover and make use of available tools and resources to conduct comprehensive seller profile analysis prior to engagement Performance Management: - Diagnose critical performance issues and develop collaborative action plans - Manage and prioritize seller pipeline effectively to achieve targeted outcomes - Guide sellers to proficiency with Amazon's tools and programs, promoting self-sufficiency and adherence to marketplace standards Program & Process Improvement: - Contribute to implementing efficient SOPs for knowledge sharing within the new Dive & Rescue team - Identify and document attrition patterns, best practices, and improvement opportunities - Create and implement preventive programs that address common challenges with scalable solutions - Partner with internal teams to leverage available resources while advocating for seller needs Analytics & Reporting: - Track and analyze performance metrics for both individual sellers and programmatic initiatives - Monitor and report on seller recovery KPIs and intervention effectiveness A day in the life - Review dashboards and reports to check Seller performance metrics - Research seller profiles and prioritize pipeline - Prepare talking points for upcoming engagements - Conduct scheduled and proactive seller calls/meetings - Respond to urgent seller communications via email - Send follow-up emails with agreed action items - Document call outcomes and update action plans - Update tracking tools with latest interactions and status - Perform deep-dive analysis of specific seller cases - Analyze patterns from recent seller interactions - Document newly discovered issues for potential solutions - Review aggregated seller feedback to identify common pain points - Map processes and identify optimization opportunities - Engage with internal stakeholders to foster and initiate programmatic solutions About the team The Dive & Rescue team is a new unit dedicated to supporting unmanaged sellers whose performance indicates they may need additional guidance or are at risk of underperforming and leaving the marketplace. We combine data-driven insights with personalized support to help sellers and tackle attrition by: - Providing targeted interventions through 90-day management plans that could help sellers recover - Developing systematic solutions that address recurring challenges Our team culture embraces: - Creative problem-solving: We're building our playbook and welcome fresh perspectives - Data-driven decisions: We combine analytical rigor towards practical business insights - Collaborative spirit: We work closely with sellers, cross-functional teams and among ourselves - Continuous learning: Every seller interaction and research is an opportunity to gather meaningful insights - Proactive mindset: We want to become able to address potential issues before they become critical We are committed to the process of relentlessly focusing on quality execution to strengthen marketplace retention. Basic Qualifications - Bachelor's degree or equivalent practical experience - More than 2+ year of experience in account management, customer success, or related customer-facing roles - Basic analytical skills and proficiency with Excel - Good written and verbal communication skills - Ability to manage multiple priorities effectively Preferred Qualifications - Good analytical and problem-solving skills with a data-driven approach - Experience working with business metrics and data analysis - Knowledge of e-commerce of marketplace environments - Basic understanding of SQL - Experience of being at cross-functional teams 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 for more information. 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