Do you thrive on guiding, motivating, developing, and managing teams to make long-term strategic impacts on customers and businesses?

As a Manager, Customer Success Management with PC/IT-Amazon Vendor Services, you will lead a team of Customer Success Managers responsible for influencing growth across the businesses of Amazon’s top vendor partners while improving end-customer and vendor experience. You will guide your team in their work with vendors using data, processes, mechanisms, and interpersonal skills. You will help Customer Success Managers identify and execute new selection, merchandising, and operational plans. You will own your team’s business growth, employee lifecycle, and team culture.

The PC/IT-Amazon Vendor Services Team works with vendors who sell products in the PC space, such as, laptops/desktops, computer components, network, and monitors.

Your team will innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon’s millions of customers.

Daily Roles and Responsibilities:

Lead a team of 6-10 Customer Success Managers

Lead employee lifecycle, including screening, interviewing, onboarding, training, performance management, and career development

Align vendors with Customer Success Managers based on complexity

Set and manage end-to-end goals for your team in alignment with organizational goals

Cultivate a team culture that optimizes for employee satisfaction while achieving goals

Establish a weekly cadence of 1:1s and team meetings

Partner with Customer Success Managers & internal stakeholders to develop joint vendor business plans

Meet with vendors quarterly to evaluate performance against Joint Business Plans, understand concerns, double down on wins, and provide strategic oversight

Identify, action, and/or advise on how to improve business metrics that drive growth and improve end customer experience

Forecast and drive growth of vendor enrollments in the AVS program

Support CSM to ensure timely, accurate, and professional operational support to all vendors

Identify, solve, and scale process improvements across the team and broader organization

Act as a point of escalation for issues, questions, and concerns

Monitor & analyze vendor feedback to improve vendor experience

Act as a thought leader to define success criteria and the business needs of vendors

Contribute to and lead creation of strategic plans and documents for the organization

Contribute to operational planning to drive scalable solutions across the organization

Partner with internal stakeholders, such as vendor management, merchant technology, and global account management teams, aligning programs and initiatives to drive growth

The teams are supportive, engage regularly for fun events, and encourage each other in continuous improvement. We work hard to ensure your individual professional growth.