Customer Success Manager, US, RBS - Strategic Account Services

Customer Success Manager, US, RBS - Strategic Account Services

Job ID: ADCI - BLR 14 SEZ - F07

As a Customer Success Manager (CSM) on the RBS Strategic Account Services (SAS) Select Shared Solutions Team, you will have an exciting opportunity to help shape and deliver a strategy for managing emerging Amazon Seller Partners. The SAS Select Shared Solution Team helps small and medium size US based businesses accelerate growth on Amazon. Our team of consultants (CSMs) provide data driven advice with a collaborative and customer focused approach through a pooled account management model.

As a CSM in this pooled model, you will support a portfolio of businesses and help them grow fast by mastering the fundamentals of selling on Amazon. You will provide support for seller questions, insights on category opportunities, and program adoption guidance, focusing on topics such as Catalog Optimization, Account Health, Issue Assistance, Growth Strategy, and Program Adoption. In addition, you use your analytical know how to proactively identify untapped potential of each Selling Partner. Your objective is to deliver superior Program Satisfaction and operational excellence while supporting sellers to drive their business growth.

Being part of this fast growing program, you will have the opportunity to take ownership in various projects, help evolve the program, and develop subject matter expertise in specialized domains.

Regular shift timings: 4 PM to 1 AM IST, Monday to Friday, based in our Bengaluru (India) office.

Key job responsibilities

• Manage incoming seller inquiries through a pooled support model, responding to seller questions within defined SLAs.
• Analyze seller data on the efficiency of listings, selection and account health to provide strategic recommendations to maximize the sellers' potential.
• Provide reactive support for complex seller questions on category opportunities, program adoption, and general business guidance.
• Coordinate with Operations teams for catalog optimization requests.
• Coordinate with Issue Assistance team for expedited support on complex issues.
• Track metrics for measuring success of your sellers and provide recommendations through monthly newsletters.
• Develop a thorough understanding of the Amazon Marketplace ecosystem and SAS service offerings to effectively guide sellers.
• Success will be measured by seller satisfaction, response/resolution time adherence, initiative on automation/projects, and impact on creating a great customer & seller experience.

A day in the life

• Fill the gap for sellers by providing consultative services as Amazon experts. Internally, collaborate with a fabulous team across Canada to develop our Essentials program as we deliver it.
• Work with smaller, younger, and more innovative businesses that sell on Amazon, providing consultations on aspects contributing to faster growth, including supply chain, merchandising, selection & conversion, and analytics.
• Work with 15-20 small and medium enterprises within the Amazon Marketplace and support them in strategic growth.

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.

Preferred Qualifications

• Experience analyzing key open issues and resolution metrics for each managed account.
• Experience in relationship management within technology, start ups, or SaaS platforms.

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