Sr. Customer Success Manager, ESM

Job description

from Amazon careers

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

About the team
ESM- HASP team aims to provide solutions to optimize seller experience and cost.

Basic Qualifications

- Bachelor's degree in management, business administration, economics, engineering, marketing, or Bachelor's degree
- 3+ years of program or project management experience
- Experience managing multiple, cross-functional projects simultaneously
- Experience with data analysis and using metrics to drive program improvements
- Experience in Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau

Preferred Qualifications

- Master's degree or above in management, business administration, economics, engineering, marketing
- 5+ years of program management or technical project management experience
- Project Management Professional (PMP) certification, or experience in project management
- Experience managing multiple internal stakeholders and advising cross-functional teams
- Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses

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