Sr. Customer Success Manager, ESM

AI in this role

Drive seller success programs, business insights generation, and operational process automation for Amazon Global Selling.

ai-agentsaccount-managementprogram-managementdata-analysisprocess-automationstakeholder-management

Amazon Global Selling is a key initiative to achieve our vision to offer customers Earth’s largest selection. We provide businesses the opportunity to sell their goods on the Amazon platform worldwide. Each year, tens of thousands of businesses join our Marketplace in 10 countries, adding millions of new products.

Amazon's Asia Global Selling Existing Seller Management (ESM) team currently seeks a results oriented Senior Business Program Manager who can learn quickly and build trust with various stakeholders in a dynamically changing environment. In this role, s/he will be a key member of the Asia Global Selling ESM Team, providing critical support to drive greater efficiency, productivity, consistency, scalability, and impact. The successful candidate must be able to work directly, in a hands-on way, with multiple stakeholders and business teams, on multiple programs and projects at one time, as well as provide solutions that are highly usable, scalable, extensible, and maintainable. S/He needs to be passionate about his/her work, self-motivated, detail oriented and have excellent problem-solving abilities, as well as superb communication and program/project management skills, and will be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way. The candidate will also be required to deal with highly ambiguous problems, identify root cause, devise and drive towards simple solutions to complex problems.

Roles and Responsibilities:
- Act as an single owner in ESM team on business domain and own business goal setting and team executions.
- Drive business insights generation and provide guidance to account management team to help generate actionable next steps, and improve account management efficiency.
- Accumulate in-depth Seller learning under each profile and generate business insights to help Sellers grow.
- Co-work with multiple stakeholder / business teams to develop new business initiatives and translate into execution
- Structures work flow across the team to effectively implement each workstream & related operational activities
- Develop, implement and automate new and existing processes in a standardized and scalable format, while leverage global resources to drive improvement based on local needs whenever possible
- Innovate to improve Seller experience via continuously engagement with internal partners to drive business process improvement through deeply data analysis and seller engagement practice
Work closely with Account Managers to manage and drive critical programs

Key job responsibilities
- Develop Product/Program Master plan at org level, and build implementation plan.
- Deliver business dive deep and risk management.
- Build org point of view, to drive global/ multi-functional level influence.
- Lead AI Transformation.

Basic qualifications

- 10+ years of sales operations or equivalent experience
- Bachelor's degree or equivalent
- Experience with sales CRM tools such as Salesforce or similar software
- Experience communicating and presenting to senior leadership
- 4. Do you have experience developing and executing AI tooling, AI agent creation, sales strategies, tactics, plans, processes, systems and programs?

Preferred qualifications

- Master's degree or above

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.

How we rate this

Sr. Customer Success Manager, ESM at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

AI AgentsAccount ManagementProgram ManagementData AnalysisProcess AutomationStakeholder Management

Questions you could be asked

How do you decide when an AI agent can act on its own versus asking for approval first?
Tell me about a project where account management was part of your work. What did you do?
Tell me about a project where program management was part of your work. What did you do?
Tell me about a project where data analysis was part of your work. What did you do?
Tell me about a project where process automation was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: AI Agents, Account Management, Program Management, Data Analysis, and Process Automation. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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