Customer Success Manager, NA, Strategic Account Services - RBS

Key job responsibilities

• Manage a portfolio of 15-20 Sellers to drive sustainable revenue growth, based on a solid understanding of marketplace programs, tools and processes.
• Analyze customer data on the efficiency of listings, selection, supply chain, advertising, and deals and provide strategic recommendations to maximize the sellers' potential.
• Implement and track metrics for recording the success and quality of the sellers in your Seller portfolio. Use key metrics to guide your work and uncover hidden areas of opportunity.
• Identify, qualify, and engage with prospective Sellers for SAS based on a clear understanding of our Sellers and their needs.
• Build and execute on a joint business plan that delivers on key business opportunities and relevant KPIs for the sellers and Amazon.
• Conduct deep dive analysis on seller issues and publish recommendations and action plans based on data to improve seller experience.
• Success will be measured by the performance of your sellers on input metrics and impact on creating a great customer experience for buying consumers.
• Develop a thorough understanding of the Amazon Marketplace ecosystem
• Manage additional projects around our newly launched Paid Service, which includes process improvements, tool and content development, competitive analysis, and sales analysis.
• Conduct regular WBRs, MBRs with the sellers, highlight business metric performance and building action plans.
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Shift timings for the role: 4 PM to 1 AM IST

Basic Qualifications

• 2+ years of sales or account management experience
• 2+ years of digital advertising and client facing roles experience
• Experience with Excel
• Experience analyzing data and best practices to assess performance drivers
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Preferred Qualifications

• Experience analyzing key open issues and resolution metrics for each of the managed accounts
• Experience in relationship management within technology, start-ups, or SaaS Platforms