AmazonPosted 4mo ago

Sr. Customer Success Manager, ESM

Sr. Customer Success Manager, ESM at Amazon scores 31 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

CN, 31, Shanghaiseniorfull-time

AI in this role

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 GTM plan for ESM, and build implementation plan.
- Deliver Seller Experience and business dive deep and risk management.
- Build ESM PoV, to drive global/ multi-functional/ ESM level influence.

About the team
ESM- FBA/CtS CSM team aims to provide solutions to optimize seller experience and cost.

Basic qualifications

- 5+ years of relevant professional experience

Preferred qualifications

- Master's degree

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.