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    Customer Success Mgr, Canada Strategic Account Services - Toronto, ON, Canada - Amazon

    Amazon
    Amazon Toronto, ON, Canada

    1 week ago

    Amazon background
    Description
    Customer Success Mgr, Canada Strategic Account Services
    This role is based in our Toronto office.

    The Canadian Strategic Account Services (SAS) Core organization is seeking a Customer Success Manager to help shape the future of the program.

    The Customer Success Manager drives business growth for some of the largest Sellers on the Amazon Canada Store, ensuring Seller satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards.

    In this role, you will own building and executing strategic joint business plans with your Sellers; They are agile, inventive, and an advocate for their Sellers experience on the Amazon Canada Store.

    If you are interested in growing Amazon's leading brands, then we're interested in you

    Customer Success Managers are responsible for driving Seller business growth by providing customized insights and recommendations, educating selling partners regarding relevant tools, products, and services, and delivering a positive experience with our program.

    The key responsibilities of a Senior Customer Success Manager include but are not limited to:

    Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience.

    Identify what is hindering growth, assist with developing solutions, and testing.


    • Analyze data and trends to identify, action and/or influence long term to maximize potential for your assigned portfolio of Sellers.
    • Lead business strategy development and design long term account plans.
    • Implement and track metrics to record the success and quality of your portfolio of Sellers. Use these metrics to guide your work and uncover hidden areas of opportunity.
    Deliver timely, accurate and professional operational support to all Sellers in your portfolio within a specified SLA.


    • Drive optimal program and Customer Success Manager satisfaction.
    • Work with other partner teams to assist cross-functionally to resolve Seller issues and questions quickly with high quality.
    • Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization.
    • Educate Sellers on how to drive incremental growth on Amazon through frequent education on tools, policies, products and programs. Maintain in-depth knowledge in these areas to keep Sellers informed of new opportunities and tie recommendations to their specific goals and value proposition.
    Assist with the design of tools, standard operating procedures and processes of Seller Services.


    • Work with manager to Identify, quantify, and define feature enhancements and new products to improve Amazon Canada product based on customer feedback, data analysis, and feature gaps with competitive products.
    • Aggregate themes and data to advocate to function as Voice of the Seller with owning teams to address opportunities at root cause level.
    • Own project status communication. Consistently impart clear and concise summaries for the projects you own to your leadership/management team and are effective at answering questions in detail.

    Experience: 4+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management ,Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.


    • Bachelor's degree or equivalent.
    • Relationship Development Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through.

    Data Analysis:
    Uses data analysis, reporting, and forecasting to guide business decisions.

    Planning:

    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.


    • Experience in E-Commerce, Corporate Retail, Consulting and/or B2B
    • Effective territory/account management. 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.
    • Experience using analytical, account management, and productivity tools including Oracle Business Intelligence, CRM tools like SalesForce, Tableau, and Microsoft Office Suites.

    Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.

    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.

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