Senior Customer Success Manager, Seller External Relations

Featured Sellers Team Opportunity

Are you interested in leveraging your relationship building skills to join a dynamic team responsible for improving global opinion elites (OEs) perception of selling on Amazon worldwide? The Featured Sellers team on Seller External Relations is seeking an experienced, entrepreneurial, high-judgment, results-oriented, Customer Success Manager for a dynamic role that will work hand-in-hand with selling partners and internal teams on initiatives that ensures public perception and OEs mirrors the reality that Amazon's stores are a great place to build and grow thriving businesses.

In this role, you will work with many cross functional partner teams, including Public Policy, Public Relations, Marketing, and SER's creative and editorial, to help determine which selling partners will best serve the needs of these teams. Because this role involves significant coordination and management of partners, the ideal candidate excels at influencing without authority, finding areas of common ground and collaboration, concise and clear communication, setting priorities and boundaries, and setting and meeting milestones. You will build authentic relationships with selling partners to inspire their willingness to advocate for Amazon by sharing their personal seller stories.

The ideal candidate thinks strategically, takes initiative, and dives deep into details. They can develop and drive high-level strategic initiatives but also roll up their sleeves, dig in and get the job done. Maturity, strong business judgment, ability to earn trust and influence cross functional teams without authority, a customer-centric and creative mindset and strong analytical and writing skills are essential. The candidate for this position also embraces ambiguity, ramps quickly and is skilled at communicating complex issues simply and convincingly to a wide range of internal and external audiences. The ideal candidate brings with them a savvy ability to leverage relationship building skills, critical thinking, problem solving, and storytelling, as well as data and analytic to drive towards achieving our goals.

Key job responsibilities:

• Build authentic relationships with selling partners to inspire advocacy for Amazon
• Partner closely with cross functional teams to align on priorities, report and share results, insights, and learnings
• Understand stakeholder requirements, goals, and motivations, and prioritize these as needed to meet team goals
• Develop, test, refine, and communicate processes and operating procedures to streamline and enhance development of selling partners' story recommendations to internal teams (Invent and Simplify)
• Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical or operational constraints
• Working across internal teams to coordinate new business, partnership, and collaboration opportunities with seller partners, and ensure efficient escalation channels
• Advocates for sellers internally and externally
• Supports, optimizes, and helps drive adoption of critical mechanisms required to ensure long-term expansion and success
• Tracks and reports program learnings and effectiveness to internal stakeholders

A day in the life:

• Reviewing and vetting sellers
• Conducting "get to know you" outreach calls with sellers
• Providing escalation support for sellers
• Analyzing selling partner trends and data
• Working closely with internal teams to understand and support upcoming events
• Gathering and tracking seller engagement history
• Gathering requirements from multiple internal stakeholders
• Brainstorming how to ensure processes are designed to "go big" while also being transparent and delightful
• Developing, executing, and refining internal processes

About the team:

SER's North Star vision is that global opinion elites (OEs) agree that Amazon is an amazing place for independent sellers (sellers), especially domestic small businesses, to build and grow the business of their dreams, and that communities (both geographic and demographic) are better off with more sellers selling in Amazon's store. We achieve this vision by driving a proactive communications and engagement strategy that establishes an accurate and positive narrative tailored to global OEs and the populations of sellers, SBs, and inclusive consumers that they care about. We leverage a four-pronged SER Service Model that drives our work and scales our reach through internal and external partners.