Strategic Account Success Manager

1 month ago

Toronto, Ontario, Canada com, Inc. Full time

Position Overview
This role is integral to our operations, focusing on the Canadian Strategic Account Services (SAS) Core organization. We are in search of a Customer Success Manager dedicated to enhancing the program's future.

Role Responsibilities
The Customer Success Manager is pivotal in fostering business expansion for key Sellers on the Amazon Canada Store. This involves ensuring Seller satisfaction through the delivery of exceptional service, strategic insights, and maintaining high operational standards.

In this capacity, you will:

  • Develop and implement strategic joint business plans with Sellers.
  • Collaborate to identify innovative opportunities for selection, merchandising, traffic, conversion, and operational enhancements.
  • Exhibit strong client management capabilities, working backwards with Sellers to prioritize essential inputs and outputs that drive value and growth.
  • Manage multiple projects effectively in a dynamic environment, providing suggestions for program improvements to leadership.
  • Demonstrate ownership and navigate through ambiguity and complexity with agility and creativity.

Key Responsibilities
Customer Success Managers are tasked with:

  • Driving Seller business growth through tailored insights and recommendations.
  • Educating Sellers on relevant tools, products, and services to enhance their experience.
  • Delivering a positive engagement with our program.

Seller Relationship Management
Responsibilities include:

  • Building and nurturing effective relationships with Sellers, acting as a trusted advisor.
  • Providing timely and professional operational support.
  • Ensuring high satisfaction levels among Sellers and the Customer Success Manager program.
  • Collaborating with cross-functional teams to resolve Seller inquiries efficiently.
  • Educating Sellers on growth strategies and maintaining comprehensive knowledge of tools and policies.

Program Process Excellence
Focus areas include:

  • Enhancing team efficiency and optimizing established processes.
  • Assisting in the design of tools and standard operating procedures.
  • Identifying and advocating for feature enhancements based on customer feedback.
  • Communicating project statuses clearly and effectively to leadership.

Qualifications
Basic Qualifications:

  • 4+ years of professional experience in Buying, Merchandising, Planning, Customer Success, or Account Management.
  • Bachelor's degree or equivalent.
  • Proven track record in relationship development and collaborative decision-making.
  • Excellent verbal and written communication skills.
  • Strong analytical problem-solving abilities.
  • Experience managing multiple projects in a fast-paced environment.

Preferred Qualifications:

  • Experience in E-Commerce, Corporate Retail, or Consulting.
  • Superior communication and presentation skills.
  • Understanding of retail mathematics for informed decision-making.
  • Familiarity with analytical and productivity tools.

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