Sr. Customer Success Manager, Global Customer Development

DESCRIPTION

Want to work in a start-up environment with the resources of Amazon behind you? Do you want to have direct and immediate impact on global customers every day? In this role, you will be a technical leader with massive impact. If you are a self-starter, enjoy building large-scale features, diving deep in data, and are intrigued by ambiguous problems, look no further.

The Global Customer Development team (GCD) owns customer relationships with global leaders in the world’s largest advertisers and advertising agencies. Our mission is to accelerate growth and drive success for these customers. Our internal stakeholders are Amazon Ads Large Customer Sales (LCS) and Ad-Tech Sales teams that engage with these same customers on a regional and local basis. GCD owns a variety of programs and mechanisms that support global customers, including, but not limited to, WW revenue tools, reporting, and insights, sales strategies, and strategic partner programs, such as API integrations and full-funnel workshops. As the complexity and the scale of these activities increase, we are building a team of program management experts who are passionate about the opportunities available within Amazon Ads and who relentlessly innovate on behalf of both customers and internal partners.

The Senior Customer Success Manager is an expert in designing, managing and scaling effective and innovative programmatic capabilities by partnering across sales, product, finance, and operations teams.

Key job responsibilities

• Develop mechanisms that measure and track KPI for GCD customer success
• Use internal and third-party tools to analyze revenue, deal, and entitlement data to inform strategies and prioritize the Customer Success roadmap.
• Solve high-impact problems and develop actionable solutions using complex data sets
• Act as thought partners to the organization in order to translate strategic recommendations into execution, with a particular focus on where and how recommendations drive value
• Identify opportunities for future innovation and programs based on global customer VOC.
• Uses expertise and judgment to select appropriate stakeholders to determine the right goals, inform decisions, and design long-term solutions. Able to deliver independently and take the lead on local initiatives.
• Translate customer feedback into product requirements, and collect marketplace intelligence required to help guide prioritization of global advertiser and agency initiatives.

Able to think big and understand full spectrum of customer data and also zoom in, as needed, to troubleshoot, pivot and/or identify high value actions.

• Strong knowledge of the digital advertising industry including established formats (Streaming TV, Online & Mobile Video/Display) and emerging formats (Audio & Outdoor)
• Manage complex strategic programs across multiple stakeholders.

BASIC QUALIFICATIONS

• 5+ years of experience in program or project management, strategic analysis, or operations
• Experience using data and metrics to drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Strong knowledge of the digital advertising industry including established formats (Streaming TV, Online & Mobile Video/Display) and emerging formats (Audio & Outdoor)
• Experience managing multiple stakeholders, competing priorities, and obtaining buy-in at senior levels

PREFERRED QUALIFICATIONS

• Experience successfully managing large scale strategic advertising programs with distributed internal stakeholders
• Strong analytical abilities, especially with respect to experimental design and analysis
• Understands how systems/processes/programs work, capable of taking a step back to improve, fix or simplify established processes
• Familiar with SQL, BI tools (Power BI, Tableau, Power Pivot)

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $99,500/year in our lowest geographic market up to $212,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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