Job Title

This role is based in our Toronto office.The Canadian Strategic Account Services (SAS) Core organization is seeking a Customer Success Manager to help shape the future of the program. The Customer Success Manager drives business growth for some of the largest Sellers on the Amazon Canada Store, ensuring Seller satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards.In this role, you will own building and executing strategic joint business plans with your Sellers; collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities.Key ResponsibilitiesBusiness GrowthIdentify, 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. Create tailored solutions and recommendations. Present compelling value propositions using a strategic and consultative approach.Lead business strategy development and design long term account plans.Implement and track metrics to record the success and quality of your portfolio of Sellers.Seller Relationship ManagementBuild effective working relationships with your Sellers; be a trusted advisor and a business advocate.Deliver timely, accurate and professional operational support to all Sellers in your portfolio within a specified SLA.Work with other partner teams to resolve Seller issues and questions quickly with high quality.Educate Sellers on how to drive incremental growth on Amazon through frequent education on tools, policies, products and programs.Program Process ExcellenceImprove team efficiency and optimize previously defined processes.Assist with the design of tools, standard operating procedures and processes of Seller Services.Aggregate themes and data to advocate as Voice of the Seller with owning teams to address opportunities at root cause level.Own project status communication and provide clear summaries to leadership.Basic QualificationsBachelor's degree or equivalent4+ years professional experience in Buying, Merchandising, Planning and/or Customer Success, Account Management, Management Consulting or relevant experienceFluency in Mandarin (speak, write, and read)Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environmentExperience in data analysis, reporting, and forecasting to guide business decisionsProven track record of building and cultivating relationships with internal and external stakeholdersPreferred QualificationsExperience with Oracle Business Intelligence, Salesforce, Microsoft Office Suites, OneNote, and SharePointExperience in E-Commerce, Corporate Retail, Consulting and/or B2BUnderstanding of retail math and formulas for business decisionsBachelor's degree or equivalent; 4+ years in Buying, Merchandising, Planning, Customer Success, Account Management, or Management Consulting; fluency in Mandarin; proven data analysis and forecasting skills; strong stakeholder management experience #J-18808-Ljbffr