Manager, Customer Success, Consumables, Household Essentials

Job ID: 2927246 | Amazon.com Services LLC

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 on the Household Essentials team, 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. In this role, you will be responsible for all business and operational objectives of your Customer Success Management team. You’ll drive the creation and execution of strategies to achieve business goals and collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.
The Household Goods Team works with vendors who sell products in the Household Consumables and Baby Consumables, such as Paper Goods, Cleaners, Baby Formula, Diapers, etc.
Your team will innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon’s millions of customers.

Key Responsibilities

• Create business and operational objectives for your Customer Success team. You’ll drive the creation and execution of strategies to achieve business goals, including identifying the correct input metrics to track progress against these goals.
• Collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.
• Contribute to goal setting and business strategy development for your peer team to align with Consumables organizational goals.
• Deliver against complex goals where strategy is not defined.
• Make tradeoffs between short term Customer needs and longer-term strategic investment.
• Implement and track key input metrics to measure your team’s success in driving growth for your Customers and evaluate the quality of the end-Customer experience.
• Build and cultivate strong relationships with team’s Customers, along with internal stakeholders; be a trusted advisor and a business advocate.
• Monitor Customer satisfaction survey results, and investigate both positive and negative feedback trends. Establish improvement plans and manage expectations with Customer Success Managers as appropriate.
• Use Customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate Customer growth and improve their experience working with Amazon.
• Spot areas of unnecessary process or inefficiencies and work to remove blockers for Customer Success Managers.
• Identify, optimize, and scale improvements that can benefit a large set of Customers, e.g., driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations.
• Participate in hiring efforts across direct team and broader organization. Coach, mentor, and develop your team.

A Day in the Life

• Participate in a Customer Success Manager interview loop and debrief for candidates.
• Coach an employee on how to properly bridge during WBR and improve their soft skills.
• Have a career conversation with a CSM; review the CSM’s opportunities, strengths, and forward-looking path.
• Review connections data and create a plan to address team concerns and expand on new team ideas.
• Audit business performance metrics for the Customers managed by your team and highlight key opportunities and concerns in the metrics to your team.
• Write or contribute to a document for an organization-wide initiative.

BASIC QUALIFICATIONS

• 6+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.
• Bachelor's degree or equivalent.
• Experience with business analysis and P&L management.
• Proven track record of building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
• Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
• Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.

PREFERRED QUALIFICATIONS

• Experience in E-Commerce, Corporate Retail, Consulting and/or B2B.
• Superior communication and presentation skills.
• Strategy development with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiation.
• Understanding of retail math and formulas for the purpose of making business decisions.

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.

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 here for more information.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $109,300/year in our lowest geographic market up to $233,800/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 here.