Manager, Customer Success

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, networks, 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.

Qualifications:

• MBA with 10+ years of experience in account management, sales, marketing, buying, customer service, or consulting in related industries, such as retail, hospitality, technology, consumer electronics, home goods, recreational goods, scientific products, industrial products, or telecom
• Experience managing dynamic account portfolios
• Experience with analytical & productivity tools including or similar to: Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence
• E-commerce experience
• Data analysis experience
• Manage multiple projects and priorities in a fast-paced, deadline-focused environment
• Proven track-record of taking ownership and driving results

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer. For more information on employee benefits, please visit Amazon's benefits page. This position will remain posted until filled. Applicants should apply via our internal or external career site.