Manager, Customer Success, Amazon

Job title:

Manager, Customer Success, Amazon

Company

Amazon

Job description

DESCRIPTIONDo you thrive on guiding, motivating, developing, and managing a high-performing and high-visibility team to make long-term strategic impacts on customers and businesses? Do you enjoy parlaying customer data and financial analysis to craft succinct business cases and actively engage and influence product and tech teams across Amazon?As the Manager, Customer Success Management for Apple – Amazon Vendor Services, you will lead a team of Customer Success Managers responsible for influencing growth and eliminating defects across Apple product categories (hardware and software) and, thereby, across multiple GLs; while improving end-customer and the [Apple] vendor experience.You will guide your team in their work with Apple using data, processes, mechanisms, high judgment and interpersonal skills. You will help Customer Success Managers identify and drive complex, cross-functional operational excellence initiatives and customer experience outcomes and you will force multiply efficiencies globally across international Apple Retail teams.You will own your team’s goals and inputs, your team’s employee lifecycle, and you will positively drive team culture.You and your team will innovate, continuously improve, learn, and grow not only for the benefit of Amazon’s millions of customers and the Apple vendor experience, but also for the benefit of head vendors across our store.Key job responsibilities

• Lead a team of 5 Customer Success Managers (CSMs), cultivating a team culture that optimizes for employee satisfaction while achieving goals
• Identify, solve, and scale process improvements across the team, the broader VP organization, and across central teams
• Identify, action, and/or advise on how to improve business metrics that drive growth and improve end customer experience
• Act as a point of escalation for issues, questions, and concerns
• Act as a thought leader to define success criteria and the business needs of Apple (and other head 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, supply chain, merchant technology, and global account management teams, aligning programs and initiatives to drive growth
• Lead employee lifecycle, including screening, interviewing, onboarding, training, performance management, and career development for your team of CSMs
• Align CSM role scope and SME-ships based on complexity, skill, and stretch-opportunity match-making; with input from Principle/Manager, Vendor Management
• Set and manage end-to-end goals for your team in alignment with organizational goals
• Partner with Vendor Managers, Supply Chain & internal stakeholders to develop joint business plans with Apple
• Meet with Apple and Beats quarterly to evaluate performance against the respective Joint Business Plans, understand concerns, double down on wins, and provide strategic oversight

BASIC QUALIFICATIONS– Bachelor’s degree
– Experience analyzing data and best practices to assess performance drivers
– Experience influencing internal and external stakeholders
– Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
– Experience directly managing 3+ employees (people management)PREFERRED QUALIFICATIONS– Experience managing a P&L for physical goods
– Experience with annual brand and media planning
– Experience engaging across both technical and non-technical teams
– 5+ years of hiring and retaining digital advertising teams experienceAmazon 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.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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $109,300/year in our lowest geographic market up to $233,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.

Expected salary

$109300 per year

Location

Seattle, WA

Job date

Thu, 27 Mar 2025 03:19:35 GMT

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