Customer Success Manager

2 weeks ago

Old Toronto, Ontario, Canada Amazon Full time
Customer Success Manager, Canada Strategic Account Services

This role is based in our Toronto office and is part of the Canadian Strategic Account Services (SAS) Core organization. We are seeking a Customer Success Manager to help shape the future of the program and drive business growth for our Sellers on the Amazon Canada Store.

Key Responsibilities

As a Customer Success Manager, you will be 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. Your key responsibilities will include:

  • Identifying, analyzing, and providing advice on how to improve business input metrics that drive growth and improve end customer experience.
  • Analyzing data and trends to identify, action, and/or influence long-term opportunities to maximize potential for your assigned portfolio of Sellers.
  • Acting as a strategic and influential partner for your Sellers, seeking out new opportunities for customers and Sellers that drive towards their goals, creating tailored solutions and recommendations where out of the box thinking is required.
  • Leading business strategy development and design long-term account plans.
  • Implementing and tracking metrics to record the success and quality of your portfolio of Sellers, using these metrics to guide your work and uncover hidden areas of opportunity.
Seller Relationship Management

You will build effective working relationships with your Sellers, be a trusted advisor and a business advocate, delivering timely, accurate, and professional operational support to all Sellers in your portfolio within a specified SLA. You will drive optimal program and Customer Success Manager satisfaction, working with other partner teams to assist cross-functionally to resolve Seller issues and questions quickly with high quality.

Program Process Excellence

You will improve team efficiency and optimize previously defined processes, assist with the design of tools, standard operating procedures, and processes of Seller Services. You will work with your manager to identify, quantify, and define feature enhancements and new products to improve Amazon Canada products based on customer feedback, data analysis, and feature gaps with competitive products.

About the Team

We are open to hiring candidates to work out of one of the following locations: Toronto, ON, CAN. We are committed to a diverse and inclusive workplace and are an equal opportunity employer. If you would like to request an accommodation, please notify your Recruiter.

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