Senior Customer Success Manager, Brand Protection

DESCRIPTION

Amazon Global Selling has been helping individuals and businesses increase sales and reach new customers around the globe. Today, more than 50% of Amazon's total unit sales come from third-party selection. The Global Selling team in China is responsible for recruiting local businesses to sell on Amazon’s 18 overseas stores and supporting local sellers’ success and growth on the Amazon. Our vision is to be the first choice for all types of Chinese business to go globally.

Transparency is Amazon's product serialization service, enabling brands and manufacturers to apply unique, item-level serial numbers to prevent counterfeit products from reaching customers — raising industry standards around authenticity, supply chain visibility, and consumer trust.

Amazon is growing its Brand Protection service rapidly around the world, we are looking for a Sr. Customer Success Manager to accelerate China Sellers’ success on worldwide Amazon Marketplace and enable our Account Managers to better serve for our Sellers. You will play an exciting role in working with multiple internal stakeholders and business teams to shape or deliver our suite of Transparency products, contribute to service offerings development or improvements, and drive strategic initiatives to improve our team capability and productivity to support growth of Transparency. Candidates who are delighted by structuring and analyzing complicated problems and can strategically outline and implement effective solutions rapidly should apply.

The Sr. Customer Success Manager will be instrumental in helping our teams to drive greater efficiency, productivity, consistency, scalability, and customer value. You will not just be an order taker, but rather a global and local partner helping drive the business and ensuring success for our internal teams as well as our Sellers. The successful candidate must be able to work backwards from Sellers’ needs, and collaborate, in a hands-on way, with partners and stakeholders to drive multiple programs/projects, as well as providing 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.

In this role, she/he may be required to formulate and implement process to support new product/service launch, review existing process to identify opportunities for improvement and streamline, support GTM plan implementation, support data hygiene and enrichment, scale automation, increase productivity, launch new tools, and help drive more intelligence and creative solutions to support the front-end Sellers facing teams.

Key job responsibilities

Key job responsibilities

• Own the CN Transparency roadmap, prioritizing based on the organization’s needs and driving effective senior leadership review and decision.
• Serve as the main point of contact of China Transparency team for all China business development teams, and work cross-functionally with internal Amazon stakeholders to coordinate the success of Transparency Service products and initiatives
• Define business requirements for new and existing programs based on Sellers' needs and business priorities, take an active role in implementation to increase team efficiency.
• Develop, implement and automate new and existing programs in a standardized and scalable format, while leverage global resources to drive improvement based on local needs whenever possible
• Innovate to improve Seller and AM success via continuously engagement with internal partners to drive business process improvement through deeply data analysis and seller engagement practice
• Track and report key program performance using appropriate metrics

Personal Attributes and Competencies

• Ability to think strategically and execute methodically
• Ability to work in a fast-paced environment where continuous innovation is desired
• Proven ability to successfully thrive in a changing and ambiguous environment.
• Obsessed with improving Seller experience and ability to dive deep into the Seller journey/product/process and manage multiple competing priorities simultaneously
• Analytically and thoughtfully think through problems to come up with solutions.
• Strong team player and act like owner, ultimately driving result delivery with high standards.
• Willingness to influence sr. leaders.

About the team

The CN Transparency CSM team is a strategic function within Amazon's China Transparency organization. The team's mission is to deepen brand relationships, improve brand experience at scale, and drive program adoption through data-driven insights and cross-functional collaboration. The CSM works closely with a diverse set of stakeholders including regional BD teams, central Product and Program Managers, Tech sub-teams, and Brand Support teams across multiple geographies. As CN Transparency continues to grow and expand its global influence, this role plays a foundational part in shaping how Amazon supports and retains its most strategic brand cohorts.BASIC QUALIFICATIONS

• Bachelor's degree or equivalent
• 8+ years of experience leading delivery of large, cross functional programs, preferably in Program management and Sales Operations, or other relevant experience
• Strong business analysis and functional experience, including requirements gathering, creating/deploying solutions to end users
• In-depth understanding of business processes related to Sales, Marketing, Support, and Operations
• Proven analytical skills and demonstrated ability to manage the business “by numbers”.
• Excellent verbal/written communication and presentation skills in both English and Chinese

PREFERRED QUALIFICATIONS

• Master's degree or equivalent
• Experience in e-Commerce and/or in a hi-tech B2B sales organization
• Experience in inventing and delivering efficient mechanisms in startup environments
• Experience in consulting, project management, pre-sales or account management would be an advantage
• Experience presenting to senior leadership

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.