Description Want to own the tactical implementation of plans and projects that create an immediate impact on customers and businesses? -As a Customer Success Manager with Amazon Vendor Services, you will work with Amazon’s top vendor partners, influencing processes and plans across their businesses on Amazon.com and improving end-customer experience. You will provide data driven strategic insights and ensure high operational standards. Your personal engagement, relationship building, and analytical skills are key to developing a trusted advisory relationship to guide and influence vendors to achieve their strategic and tactical goals. Our goals include providing the best vendor experience, a rewarding Customer Success Manager experience, and ultimately to enhance the experience of our end customers. You will collaborate with a team of 6-10 Customer Success Managers to innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon’s millions of customers. The teams are supportive, engage regularly for fun events, and encourage each other in continuous improvement. Customer Success Managers have a clear path to roles across Amazon, including a direct path to Senior Customer Success Manager within our team. We work hard to ensure your individual professional growth. Daily Roles and Responsibilities: -Act as the primary point of contact and as the internal advocate for vendor issues, questions, requests, escalations, and concerns -Identify, advise, and execute strategic vendor priorities across marketing, merchandising, and supply chain management -Interface with multiple portals to develop product messaging on Amazon.com, monitor catalog inventory positions, and track sales performance -Analyze data from multiple sources and present recommendations to vendors on trends and opportunities -Provide support and strategic business recommendations while working with internal teams to ensure operational performance -Develop and deliver reports to vendors specific to their needs and strategic growth goals -Educate vendors on tools, policies, processes, and relevant growth opportunities through Amazon programs and products -Pitch promotional opportunities to help vendors drive revenue growth to meet their YoY goals -Engage multiple internal stakeholders to problem solve, surface defects, extract and analyze data, and drive continuous improvement for your vendors and the organization -Identify, solve, and scale process improvements across the team and broader organization -Manage challenging account goals, issues, and projects Key job responsibilities Customer Success Managers are responsible for driving Vendor business growth by providing customized insights and recommendations, educating 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 the end customer experience. Identify what is hindering growth, develop solutions, and test before scaling to benefit impacted Vendors. • Analyze data and trends to identify, action, and/or influence long term to maximize potential for your assigned portfolio of Vendors. • Act as a strategic and influential partner for your Vendors. Proactively seek out new opportunities for customers and Vendors. Create tailored solutions and recommendations where out of the box thinking is necessary. Present compelling value propositions using a strategic and consultative approach. • Lead business strategy development and design long term account plans, collaborating effectively with cross-functional teams and your Vendors to find joint areas of opportunity that drive customer success with Amazon. • Possess the ability to manage and deliver against complex account goals where strategy is not always defined. Make tradeoffs between short term customer needs and long term strategic investment. • Implement and track metrics to record the success and quality of your portfolio of Vendors. Use these metrics to guide your work and uncover hidden areas of opportunity. Vendor Relationship Management • Build effective working relationships with your Vendors; be a trusted advisor and a business advocate. • Deliver timely, accurate, and professional operational support to all Vendors in your portfolio within a specified service level. • Drive optimal program satisfaction and Customer Success Manager satisfaction. • Liaise with other partner teams and coordinate cross-functionally to resolve Vendor issues and questions quickly, and with high quality. • Play a “consultant” role with oversight of key strategic activities that are underway for the Vendor. Follow up, escalate, and clear blockers as appropriate across multiple organizations. Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization and deliver value across a large customer set. • Educate Vendors 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 Vendors informed of new opportunities and tie recommendations to their specific goals and value proposition. Program Process Excellence • Act as a thought leader in defining success criteria and understand business needs of Vendors in an ever-changing business environment. • Improve team efficiency and optimize previously defined processes. Manage initiatives, deliver critical solutions, improvements, and mechanisms by working independently across teams. • Assist with the definition and design of tools, standard operating procedures, and processes of Vendor services. • Identify, quantify, and define feature enhancements and new products to improve Amazon products based on customer feedback, data analysis, and feature gaps with competitive products. • Aggregate themes and data to advocate as the voice of the Vendor with owning teams to address opportunities at root cause level, keeping their relative experience at the forefront of decision making and design. • 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 The Amazon Vendor Services program is a paid service that offers enrolled Vendors services in one of five major categories: (1) A designated Sr. Customer Success Manager, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advanced Coaching. In this role, you will be a member of the Consumables Category team, and the designated Sr. Customer Success Manager supporting one to Vendors within the Consumables categories. Consumables categories consist of Health & Personal Care, Pets, Grocery, Beauty, Premium Beauty, and Baby. The role offers broad scope as the Vendors supported by this role may span numerous Brands, end Customer segments, and product categories. **This role is posted to a specific Consumables Hub. The Hubs include: New York, NY, Santa Monica, CA, Arlington, VA and Austin, TX. Please leverage the posting for the location you are most interested in ** Basic Qualifications •Bachelor's degree 3-4+ years professional experience in Merchandise Buying / Planning (i.e., Retail, Ecommerce), Account Management and/or Management Consulting. • Experience driving internal cross-team collaboration (i.e., building and cultivating relationships with internal and external stakeholders) • Experience using data to influence business decisions (i.e., setting and executing against goals) • Experience with business analysis and P&L management (i.e., analytical problem solver) • Excellent verbal and written communication. • Strong analytical ability and solve problems (i.e., advanced excel skills) Preferred Qualifications • Experience in a related CPG industry (e.g. Beauty, Household, Personal Care, Baby, Grocery, Pets) • Strong attention to detail with a proven ability to effectively manage multiple projects and priorities in an ambiguous, fast-paced/deadline-driven environment. • Able to root cause issues and identify scalable solutions to address. • Experience with partnering cross functionally to drive results including continuous improvement initiatives. (process improvement techniques such as Kaizen, Lean Manufacturing, Six Sigma, PDCA, DMAIC) • Experience editing and/or building basic SQL queries to abstract data Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $52,400/year in our lowest geographic market up to $112,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.