Customer Success Manager, Music Merch, Music Merch, Physical Music

DESCRIPTION
The ideal candidate for this role should possess advanced client management skills with a keen ability to work backwards with Sellers to identify and prioritize the right inputs and outputs to deliver value and growth. They will be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios. Above all, they should demonstrate a high level of ownership and the ability to embrace and navigate ambiguity and complexity. They are agile, inventive, and an advocate for their Sellers experience on the Amazon Store. If you are interested in growing Amazon’s leading brands, then we’re interested in you.

About Amazon Music

Amazon Music is an immersive audio entertainment service that deepens connections between fans, artists, and creators. From personalized music playlists to exclusive podcasts, concert livestreams to artist merch, Amazon Music is innovating at some of the most exciting intersections of music and culture. We offer experiences that serve all listeners with our different tiers of service: Prime members get access to all the music in shuffle mode, and top ad-free podcasts, included with their membership; customers can upgrade to Amazon Music Unlimited for unlimited, on-demand access to 100 million songs, including millions in HD, Ultra HD, and spatial audio; and anyone can listen for free by downloading the Amazon Music app or via Alexa-enabled devices. Join us for the opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale.

Key job responsibilities
Customer Success Managers are responsible for driving Seller business growth by providing insights and recommendations, educating, and delivering a positive experience with our program. The key responsibilities include but are not limited to:

Business Growth
Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience.
Analyze data and trends to identify, action and/or influence long term to maximize potential for your assigned portfolio of Sellers.
Act as a strategic and influential partner for your Sellers. Proactively seek out new opportunities for customers and Sellers.
Lead business strategy development and design long term account plans.
Possess the ability to manage and deliver against complex account goals where strategy is not defined.
Implement and track metrics to record the success and quality of your portfolio of Sellers.
Own project status communication.

Seller Relationship Management
Build effective working relationships with your Sellers.
Deliver timely, accurate and professional operational support to all Sellers in your portfolio within a specified SLA.
Drive optimal program and Customer Success Manager satisfaction.
Liaise with other partner teams and coordinate cross-functionally.
Educate Sellers on how to drive incremental growth on Amazon through frequent education.

A day in the life
As a Customer Success Mgr, a typical day might include:
Reviewing Key Performance Indicators, bridging opportunities, and sharing recommendations to your Customer(s) in your weekly call.
Deep diving and resolving an item buyability issue that was surfaced by your Customer.
Following up with internal Amazon teams who you are dependent on to deliver tasks for your Customer(s).
Meeting with your Retail Category Manager to understand Category strategy and discuss your Customer(s) role in their strategy.
Lead a meeting with your Customer and internal Amazon team members to educate them on a new Amazon Supply Chain program.
BASIC QUALIFICATIONS
Bachelor's degree
1+ 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
Professional data analysis experience including manipulating large datasets from complex systems and interpreting results
Professional proficiency in Microsoft Excel
• Professional experience in relationship management • Demonstrated ability to work effectively in fast-paced environments
Proven advanced professional written and verbal communication skills
PREFERRED QUALIFICATIONS
2+ years of e-commerce or retail industry experience
Professional experience in Buying, Planning or Merchandising
Professional experience with business intelligence tools (Tableau, Salesforce)
Professional experience rapidly adapting to change and navigating ambiguity
• Background in process improvement methodologies • Advanced degree, certifications or equivalent experience
Professional experience working with diverse stakeholders and teams
Time management

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

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $52,400/year in our lowest geographic market up to $112,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site. Read more