Do you thrive on guiding, motivating, developing, and managing teams to make long-term strategic impacts on customers and businesses?

As a Manager, Customer Success Management on the Household Essentials team, you will lead a team of Customer Success Managers responsible for influencing growth across the businesses of Amazon’s top vendor partners while improving end-customer and vendor experience. You will guide your team in their work with vendors using data, processes, mechanisms, and interpersonal skills. In this role, you will be responsible for all business and operational objectives of your Customer Success Management team. You’ll drive the creation and execution of strategies to achieve business goals and collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.

The Household Goods Team works with vendors who sell products in the Household Consumables and Baby Consumables, such as, Paper Goods, Cleaners, Baby Formula, Diapers, etc.

Your team will innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon’s millions of customers.

Key job responsibilities

Key job responsibilities
• Create business and operational objectives for your Customer Success team . You’ll drive the creation and execution of strategies to achieve business goals, including identifying the correct input metrics to track progress against these goals.
• Collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.
• Contribute to goal setting and business strategy development for your peer team to align with Consumables organizational goals.
• Deliver against complex goals where strategy is not defined.
• Make tradeoffs between short term Customer needs and longer-term strategic investment.
• Implement and track key input metrics to (1) Measure your team’s success in driving growth for your Customers and (2) evaluate the quality of the end-Customer experience. Use these metrics to guide your work and uncover hidden areas of opportunity.
• Build and cultivate strong relationships with team’s Customers, along with internal stakeholders; be a trusted advisor and a business advocate.
• Monitor Customer satisfaction survey results, and investigate both positive and negative feedback trends. Establish improvement plans and manage expectations with Customer Success Managers as appropriate.
• Use Customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate Customer growth and improve their experience working with Amazon.
• Spot areas of unnecessary process or inefficiencies and work to remove blockers for Customer Success Managers.
• Identify, optimize, and scale improvements that can benefit a large set of Customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations.
• Participate in hiring efforts across direct team and broader organization. Coach, mentor, and develop your team.

A day in the life
• Participate in an Customer Success Manager interview loop and debrief for 1-4 Candidates.
• Coach an employee on how to properly bridge during WBR and improve their soft-skills.
• Have a career conversation with an CSM; review the CSM’s opportunities, strengths and forward-looking path.
• Review connections data and create a plan to address team concerns and expand on new team ideas.
• Audit business performance metrics for the Customers managed by your team and highlight key opportunities and concerns in the metrics to your team.
• Write or contribute to a document for an organization wide initiative.