Senior Customer Success Manager, Home & Lifestyle-Toys & Entertainment

Senior Customer Success Manager, Home & Lifestyle-Toys & Entertainment

Job :  |  Services LLC

This role can be located in one of our corporate offices in Seattle, WA.

• Manage strategic vendor relationships and develop long-term, data-driven business plans that drive adoption of growth-generating products and positive customer experience
• Provide actionable recommendations to vendors that drive measurable ROI, clearing blockers and escalating appropriately
• Collaborate effectively across teams to deliver for vendors — influencing internal and external stakeholders, processes, and priorities
• Organize, analyze, and surface vendor/customer feedback in the correct channels to ensure Amazon's decisions consider the Voice of the Customer
• Optimize cross-team processes that improve project efficiency and team delivery
• Lead promotional planning and catalog optimization initiatives
• Begin mentoring peers and contributing to team development

• Review performance metrics and present data-driven recommendations during vendor meetings with senior contacts
• Navigate ambiguous situations — identifying what's hindering vendor growth and developing solutions independently
• Collaborate with cross-functional teams (category managers, supply chain, marketing) to resolve operational challenges
• Advocate for vendor needs by organizing feedback and sharing insights with leadership
• Guide vendors on utilizing Amazon tools and systems effectively
• Participate in strategic planning sessions and support continuous improvement initiatives
• Share knowledge with teammates and provide guidance to newer CSMs

Amazon Vendor Services (AVS) is a paid suite of services designed to build long-term partnerships between Amazon and its vendors — making Amazon the retailer of choice. AVS pursues three core goals:

• Accelerate vendor growth on Amazon
• Drive higher vendor satisfaction with Amazon, fostering greater engagement and investment
• Build sustainable, efficient e-commerce partnerships between Amazon and vendors

As a Senior Customer Success Manager, you serve as the hub of your vendor's interactions with Amazon. Vendors rely on their CSM as a first point of contact for troubleshooting, high-level analysis, and joint business planning. To deliver on these goals, we develop exclusive services and tools that accelerate vendor growth, provide preferred treatment in how vendors interact with us, and enable proactive management of their business.

• Experience with strong project management skills and the ability to thrive in a fast-paced environment
• Bachelor's degree
• • 4+ years of vendor or client facing experience in Account Management, Vendor Management and/or relevant experience in associated fields such as Buying, Planning or Merchandising
• • Data analysis experience including manipulating large datasets from complex systems and interpreting results
• • Proficient in Microsoft Excel
• • Experience in relationship management
• • Demonstrated ability to work effectively in fast-paced environments
• • Excellent professional written and verbal communication skills
• • Time management

• • 5+ years of e-commerce or retail industry experience
• • Professional experience in Buying, Planning or Merchandising
• • Experience with business intelligence tools (Tableau, Salesforce)
• • Experience rapidly adapting to change and dealing with ambiguity
• • Background in process improvement methodologies
• • Advanced degree, certifications or equivalent experience
• • Experience working with diverse stakeholders and teams
• • Project management experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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