Job Description
DESCRIPTION
Do you thrive on guiding, motivating, developing, and managing a high-performing and high-visibility team to make long-term strategic impacts on customers and businesses? Do you enjoy parlaying customer data and financial analysis to craft succinct business cases and actively engage and influence product and tech teams across Amazon?
As the Manager, Customer Success Management for Apple - Amazon Vendor Services, you will lead a team of Customer Success Managers responsible for influencing growth and eliminating defects across Apple product categories (hardware and software) and, thereby, across multiple GLs; while improving end-customer and the [Apple] vendor experience.
You will guide your team in their work with Apple using data, processes, mechanisms, high judgment and interpersonal skills. You will help Customer Success Managers identify and drive complex, cross-functional operational excellence initiatives and customer experience outcomes and you will force multiply efficiencies globally across international Apple Retail teams.
You will own your team’s goals and inputs, your team’s employee lifecycle, and you will positively drive team culture.
You and your team will innovate, continuously improve, learn, and grow not only for the benefit of Amazon’s millions of customers and the Apple vendor experience, but also for the benefit of head vendors across our store.
Key job responsibilities
* Lead a team of 5 Customer Success Managers (CSMs), cultivating a team culture that optimizes for employee satisfaction while achieving goals
* Identify, solve, and scale process improvements across the team, the broader VP organization, and across central teams
* Identify, action, and/or advise on how to improve business metrics that drive growth and improve end customer experience
* Act as a point of escalation for issues, questions, and concerns
* Act as a thought leader to define success criteria and the business needs of Apple (and other head vendors)
* Contribute to and lead creation of strategic plans and documents for the organization
* Contribute to operational planning to drive scalable solutions across the organization
* Partner with internal stakeholders, such as vendor management, supply chain, merchant technology, and global account management teams, aligning programs and initiatives to drive growth
* Lead employee lifecycle, including screening, interviewing, onboarding, training, performance management, and career development for your team of CSMs
* Align CSM role scope and SME-ships based on complexity, skill, and stretch-opportunity match-making; with input from Principle/Manager, Vendor Management
* Set and manage end-to-end goals for your team in alignment with organizational goals
* Partner with Vendor Managers, Supply Chain & internal stakeholders to develop joint business plans with Apple
* Meet with Apple and Beats quarterly to evaluate performance against the respective Joint Business Plans, understand concerns, double down on wins, and provide strategic oversight
BASIC QUALIFICATIONS
- Bachelor's degree
- Experience analyzing data and best practices to assess performance drivers
- Experience influencing internal and external stakeholders
- Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
- Experience directly managing 3+ employees (people management)
Job Tags
Full time,