Customer Success Team Lead

Team Lead, Customer Success US, RBS Strategic Account Services

The Strategic Account Services (SAS) team within the Retail Business Services (RBS) India organization is seeking a Team Lead for Customer Success to lead a team of Customer Success Managers (CSMs) responsible for the growth and development of Third-Party (3P) marketplace Sellers in the Amazon US Store.

In this role, you’ll be responsible for all business and operational objectives of your CSM team. You’ll drive the creation and execution of strategies to achieve business goals, as well as 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 ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate on business strategies to deliver growth and a positive experience for Sellers. This person has relentlessly high standards and operates as a business owner who understand key levers to achieve results through their team. They have a passion for people management and are at their best when they’re building, developing and guiding high-performing teams.

Key job responsibilities
• Coach, mentor, and develop a team of CSMs

• Contribute to goal setting for your team to align with organizational goals and contribute to business strategy development and identify the correct input metrics that drive growth and improve the end customer experience.

• Build and cultivate strong relationships with Sellers in your team’s portfolio along with internal stakeholders; be a trusted advisor and a business advocate while monitoring Seller satisfaction.

• Contribute or lead projects across the team and broader organization that help drive process improvements, increased efficiency, and/or unlock growth for the team and Sellers.

• Identify, optimize, and scale improvements that can benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, partnering with external teams to align programs etc.

• Manage recruiting and hiring efforts across direct team and broader organization.

Shift timing is 4 PM to 1 AM.

Basic Qualifications

- 3+ years of team management experience
- 3+ years of mentoring, leading and coaching experience
- Bachelor's degree
- 3+ years professional experience in Corporate Retail, Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting, Sales, Marketing, and/or E-Commerce.
- Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products.
- Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.
- Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams.

Preferred Qualifications

- Experience in E-Commerce, Corporate Retail, Consulting and/or B2B
- Effective account management.
- Adept at stakeholder and executive communication, data analysis, partner engagement and negotiation.
- Understanding of retail math and formulas for the purpose of making business decisions.
- Experience using analytical, account management and productivity tools like SalesForce and Microsoft Office Suite.

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Experience Level

Senior Level