Customer Success Manager

This role is located in one of our approved office locations in Arlington, VA.

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 Home & Lifestyle-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.

The H&L Amazon Vendor Services Team works with Vendors who sell products such as :

Home & Lifestyle (Toys, Furniture, Kitchen, Music / Video, Major Appliances, Home Improvement, Lawn and Garden, etc.)

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 CSM 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

We are open to hiring candidates to work out of one of the following locations :

Arlington, VA, USA

BASIC QUALIFICATIONS

Experience with Microsoft Excel

Experience analyzing data and best practices to assess performance drivers

3+ years of professional work experience

Data analysis experience including manipulating large datasets from complex systems and interpreting results

Experience developing and implementing strategies

Experience influencing stakeholders

Proficient in Excel

Time management, prioritization, and problem-solving skills

Strong written and verbal communication skills

Skills for building professional relationships

Experience rapidly adapting to change and dealing with ambiguity

PREFERRED QUALIFICATIONS

Bachelor’s degree, Master’s Degree, or equivalent

3+ years of experience in account management, sales, marketing, buying, supply chain management, transportation, procurement, customer service, or consulting

3+ years in related industries, such as retail, hospitality, technology, consumer electronics, home goods, recreational goods, scientific products, industrial products, or telecom

Experience with analytical & productivity tools including or similar to : Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence

E-commerce experience

Data analysis experience

Proven ability to learn tools and processes then effectively using them to provide service

Manage multiple projects and priorities in a fast-pace, deadline-focused environment

Proven track-record of taking ownership and driving results

Strong attention to detail

Excellent problem-solving skills

Comfortable working in a diverse group and contributing to an inclusive culture