Manager, Customer Success, Softlines Strategic Account Services
Job summary Do you thrive in fast paced and highly ambiguous environments that challenge your analytical abilities and creativity? Are you a passionate, customer-obsessed leader with a desire to make an impact on the Retail vendor experience with Amazon? You may be a great fit for the Softlines Strategic Account Services (SAS) Team! The Softlines SAS team works directly with a selection of the most strategic Softlines Retail Vendors to improve their value, selection and convenience across their Amazon business.
Our team creates and innovates across brands, processes and people to grow business results and improve Vendor engagement and satisfaction.
We are looking for managers that will own account management for our most influential Vendors.
The Manager of Customer Success will manage the vendor service relationship for some of our top Softlines Vendors.
They will have complete accountability of the service levels across different workflows and work with the respective internal teams to ensure service delivery as per committed SLAs.
They will lead a team of Customer Success Managers who will manage the day-to-day service deliverables per brand or business segment.
The Manager of Customer Success will develop and implement the holistic strategy for the vendors, while also managing vendor service escalations and ensuring appropriate resolution.
They will own vendor-specific service metrics and contribute to business reviews.
The ideal candidate should possess strong account management or vendor management skills and be a proven people leader.
They should have the ability to deliver services as per agreed service levels, manage workflows in a distributed work environment and lead or participate actively in contributing to continuous improvement initiatives.
Above all, they should demonstrate a high level of ownership, as they would be the face of Amazon to the vendors, owning the vendor satisfaction and contributing to vendor experience on the Amazon platform.
Roles &
Responsibilities:
Service Delivery:
Deliver timely, accurate and professional operational support to all vendors within a specified SLA.
Drive results in a cross functional environment.
Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Contribute to definition and design of tools, standard operating procedures and processes.
Vendor Relationship Management:
Serve as the first point of contact for all vendor leadership service escalations.
Liaise with other internal departments as required to resolve vendors' issues and questions.
Be a consultant to the vendors to help maximize their holistic strategy and value for their Amazon business.
Team Management:
Own hiring, training, and onboarding of Customer Success Managers.
Ongoing performance management of Customer Success Managers.
Provide coaching and mentoring to Customer Success Managers for employee development and career progression.
Estimated Salary: $20 to $28 per hour based on qualifications.
Our team creates and innovates across brands, processes and people to grow business results and improve Vendor engagement and satisfaction.
We are looking for managers that will own account management for our most influential Vendors.
The Manager of Customer Success will manage the vendor service relationship for some of our top Softlines Vendors.
They will have complete accountability of the service levels across different workflows and work with the respective internal teams to ensure service delivery as per committed SLAs.
They will lead a team of Customer Success Managers who will manage the day-to-day service deliverables per brand or business segment.
The Manager of Customer Success will develop and implement the holistic strategy for the vendors, while also managing vendor service escalations and ensuring appropriate resolution.
They will own vendor-specific service metrics and contribute to business reviews.
The ideal candidate should possess strong account management or vendor management skills and be a proven people leader.
They should have the ability to deliver services as per agreed service levels, manage workflows in a distributed work environment and lead or participate actively in contributing to continuous improvement initiatives.
Above all, they should demonstrate a high level of ownership, as they would be the face of Amazon to the vendors, owning the vendor satisfaction and contributing to vendor experience on the Amazon platform.
Roles &
Responsibilities:
Service Delivery:
Deliver timely, accurate and professional operational support to all vendors within a specified SLA.
Drive results in a cross functional environment.
Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Contribute to definition and design of tools, standard operating procedures and processes.
Vendor Relationship Management:
Serve as the first point of contact for all vendor leadership service escalations.
Liaise with other internal departments as required to resolve vendors' issues and questions.
Be a consultant to the vendors to help maximize their holistic strategy and value for their Amazon business.
Team Management:
Own hiring, training, and onboarding of Customer Success Managers.
Ongoing performance management of Customer Success Managers.
Provide coaching and mentoring to Customer Success Managers for employee development and career progression.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
