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 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 enterprise trading agreements and joint business plans, WW revenue reporting, and the client acceleration program. As the complexity and the scale of the activities owned by the team increases, we are building a team of customer strategy experts who are passionate about the opportunities available within Amazon Ads and who relentlessly innovate on behalf of both customers and internal partners.
The Sr. Customer Success Manager is an expert in designing, managing and scaling effective and innovative programmatic capabilities by partnering across sales, product, operations, and finance teams. The Sr. Customer Success Manager will work with complex customers and are responsible for advocating their needs across Amazon Ads organizations. This person will be responsible for communicating to a wide range of internal stakeholders including Directors, VPs, and agency and account teams.
The ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate on business strategies to deliver growth and a positive experience for the world’s largest customers, specifically with the Big 6 Holding Companies and global advertisers. This person has relentlessly high standards and operates as a business owner who understand key levers to achieve results through their team. They have a passion for people management and are at their best when they’re building, developing and guiding high-performing teams. This person has a deep knowledge and point of view on the industry, customer, and how existing and new products, processes, and tools effectively meet customer objectives.
Key job responsibilities
• Contribute to business strategy, identify metrics and how to measure their success to drive growth and improve the end CX.
• Build strong relationships with stakeholders across Amazon Ads and within the org; be a trusted advisor and business advocate for the Big 6 and global advertisers.
• Contribute or lead projects across the team and broader organization that help drive increased efficiency and unlock growth for the global and local teams.
• Identify and scale improvements that benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc.
• Foster collaboration across stakeholder teams to collect internal and external VOC and provide clarity to teams and leadership on potential solutions, recommendations to help them make decisions.
• Partner with Big 6 and global advertiser learning & development points of contact to define bespoke learning programs that upskill practitioners on Amazon Ads full suite of products and tech solutions. Collaborate with Amazon Marketing, Global Training & Education, and agency teams to develop and execute training programs.
• Measure success of programs across set of aligned KPI, such as number of customers certified, training attendees, tech and product adoption, and directional revenue data.
We are open to hiring candidates to work out of one of the following locations:
New York, NY, USA
BASIC QUALIFICATIONS
• 10+ years of experience in program or project management
• 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)
• Managing complex programs across multiple stakeholders.
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)
• MBA or management consulting experience preferred
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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. Applicants should apply via our internal or external career site.