Client Success Manager, Strategic Accounts

1 month ago

Old Toronto, Ontario, Canada Amazon Full time

Client Success Manager, Strategic Accounts

This position is integral to our operations.

The Canadian Strategic Account Services (SAS) Core team is in search of a Client Success Manager to influence the trajectory of our initiatives. The Client Success Manager is responsible for fostering business expansion for some of the most significant Sellers on the Amazon Canada platform, ensuring their satisfaction by providing exceptional service through strategic insights and unwavering operational excellence.

Key Responsibilities:

  1. Business Expansion
  • Identify and recommend strategies to enhance business input metrics that drive growth and elevate customer experience. Diagnose barriers to growth, assist in crafting solutions, and conduct testing.
  • Analyze data and trends to influence long-term strategies for maximizing the potential of your assigned Seller portfolio.
  • Act as a strategic partner for your Sellers. Discover new opportunities that align with their objectives and create customized solutions that require innovative thinking. Present compelling value propositions through a consultative approach.
  • Lead the development of business strategies and design comprehensive account plans.
  • Implement and monitor metrics to assess the success and quality of your Seller portfolio, utilizing these insights to uncover hidden opportunities.

Seller Relationship Management

  • Establish effective working relationships with your Sellers, becoming a trusted advisor and advocate for their business.
  • Provide timely, accurate, and professional operational support to all Sellers in your portfolio.
  • Drive optimal satisfaction levels for the program and Client Success Manager.
  • Collaborate with cross-functional teams to swiftly resolve Seller inquiries and issues with high quality.
  • Serve as a consultant overseeing key strategic activities for the Seller, working with management to follow up, escalate, and remove obstacles as necessary.
  • Educate Sellers on methods to achieve incremental growth on Amazon through ongoing training on tools, policies, products, and programs.

Program Process Excellence

  • Enhance team efficiency and refine established processes.
  • Assist in the creation of tools, standard operating procedures, and processes for Seller Services.
  • Collaborate with management to identify, quantify, and define enhancements and new products based on customer feedback and competitive analysis.
  • Aggregate insights and data to advocate for Sellers, addressing opportunities at the root cause level.
  • Manage project status communications, providing clear and concise updates to leadership and effectively addressing inquiries.

Qualifications:

  • Basic Qualifications:
  • 4+ years of professional experience in Buying, Merchandising, Planning, Customer Success, Account Management, or related fields.
  • Bachelor's degree or equivalent.
  • Proven success in identifying business opportunities and enhancing product adoption.
  • Demonstrated ability to build and maintain relationships with stakeholders.
  • Excellent verbal and written communication skills.
  • Strong analytical problem-solving skills, utilizing data to inform business decisions.
  • Proven track record of developing business plans and managing multiple projects in a fast-paced environment.
  • Ability to thrive in an environment where innovation is encouraged and ambiguity is common.
  • Preferred Qualifications:
  • Experience in E-Commerce, Corporate Retail, Consulting, or B2B.
  • Exceptional communication and presentation skills.
  • Effective territory/account management and strategy development.
  • Understanding of retail mathematics for informed decision-making.
  • Familiarity with analytical and productivity tools such as Oracle Business Intelligence, CRM tools, Tableau, and Microsoft Office.

Amazon is dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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