Customer Success Manager

Customer Success Manager, US

As a Customer Success Manager (CSM) on the RBS Strategic Account Services (SAS) Select Shared Solutions Team, you will have an exciting opportunity to help shape and deliver a strategy for managing emerging Amazon Seller Partners. The SAS Select Shared Solution Team helps small and medium-sized US-based businesses accelerate growth on Amazon. Our team of consultants (CSMs) provide data-driven advice with a collaborative and customer-focused approach through a pooled account management model.

As a CSM in this pooled model, you will support a portfolio of businesses and help them grow fast by mastering the fundamentals of selling on Amazon. You will provide support for seller questions, insights on category opportunities, and program adoption guidance, focusing on topics like Catalog Optimization, Account Health, Issue Assistance, Growth Strategy, and Program Adoption. In addition, you use your analytical know-how to proactively identify untapped potential of each Selling Partner. Your objective is to deliver superior Program Satisfaction and operational excellence while supporting sellers to drive their business growth.

Being part of this fast-growing program, you will have the opportunity to take ownership in various projects, help evolve the program and develop subject matter expertise in specialized domains.

Regular shift timings: 4 PM to 1 AM IST, Monday to Friday, based in our Bengaluru (India) office.

Key job responsibilities
• Manage incoming seller inquiries through a pooled support model, responding to seller questions within defined SLAs.
• Analyze seller data on the efficiency of listings, selection and account health to provide strategic recommendations to maximize the sellers' potential.
• Provide reactive support for complex seller questions on category opportunities, program adoption, and general business guidance.
• Coordinate with Operations teams for catalog optimization requests.
• Coordinate with Issue Assistance team for expedited support on complex issues.
• Track metrics for measuring success of your sellers and provide recommendations through monthly newsletters.
• Develop a thorough understanding of the Amazon Marketplace ecosystem and SAS service offerings to effectively guide sellers.
• Success will be measured by seller satisfaction, response/resolution time adherence, initiative on automation/projects and impact on creating a great customer & seller experience.

A day in the life
• We fill the gap for sellers by providing consultative services as Amazon experts. Internally, we collaborate with a fabulous team across Canada to develop our Essentials program as we deliver it.
• As a Customer Success Manager we work with smaller, younger, and more innovative businesses that sell on Amazon. We provide sellers with consulting on various aspects that contribute to faster growth on Amazon, including support with their supply chain, merchandising, selection & conversion and analytics.
• As a Customer Success Manager, you will have the opportunity to work with 15 - 20 small and medium enterprises within the Amazon Marketplace and work closely with them to support them in their strategic growth.

Basic Qualifications

- 2+ years of sales or account management experience
- Experience with Excel
- Experience analyzing data and best practices to assess performance drivers
- Bachelor's degree and relevant work experience.
- Strong written and verbal communication skills for email-based seller interactions.
- Experience managing multiple priorities and working in a fast-paced environment.
- Experience diving deep into key issues, and working with cross-functional teams to resolve them.

Preferred Qualifications

- Experience in e-commerce, marketplace platforms, or SaaS environments.
- Experience in relationship management within technology, start-ups, or online retail platforms.
- Familiarity with ticketing systems and pooled support models.
- Experience working across time zones with global 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Experience Level

Mid Level