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Job Description
Bachelor’s Degree
6+ years of relevant professional experience
Experience developing and managing a high-performing team
Experience managing teams to achieve goals and drive employee engagement
Relationship management experience
Negotiation experience
Experience developing and implementing strategies
Experience influencing stakeholders
Proficient in Excel
Strong time management, prioritization, and problem-solving skills
Strong written and verbal communication skills
Experience rapidly adapting to change and dealing with ambiguity
Job summary
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 with Hardlines-Strategic Account Services, you will lead a team of Account Managers responsible for influencing growth across the businesses of Amazon’s top vendor partners while improving end-customer experience. You will guide your team in their work with vendors using data, processes, mechanisms, and interpersonal skills. You will help Account Managers identify and execute new selection, merchandising, and operational improvements. You will own your team’s business growth, employee lifecycle, and team culture.
The Hardlines Strategic Account Services Team works with Vendors who sell products such as:
Consumer Electronics (Video Games, Home Ent., Software, Musical Instruments, etc.)
Home (Pet Products, Toys, Furniture, Kitchen, Music/Video, etc.)
Recreational & Vocational (Sports & Outdoors, Automotive, Tools, etc.)
Business, Industrial & Scientific Supplies (Education, Construction, Hospitality, Manufacturing, etc.)
Our goals include providing the best vendor experience, a rewarding Account Manager experience, and ultimately to enhance the experience of our end customers. 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 3-10 Account Managers
Lead employee lifecycle, including screening, interviewing, onboarding, training, performance management, and career development
Align vendors with Account 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
Meet with vendors quarterly to understand concerns, double down on wins, and provide strategic oversight
Partner with Account Managers & internal stakeholders to develop joint vendor business plans
Identify, action, and/or advise on how to improve business metrics that drive growth and improve end customer experience
Forecast and drive growth for Vendor enrollments
Support AM 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 outstanding 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.
MBA
10+ years of experience in account management, sales, marketing, buying, customer service, or consulting
10+ years 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
Proven ability to learn tools and processes then effectively use them to provide service
Manage multiple projects and priorities in a fast-pace, deadline-focused environment
Proven track-record of taking ownership and driving results
Strong attention to detail
Comfortable working in a diverse group and contributing to an inclusive culture
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
