Senior Customer Success Manager, SER (Seller External Relations)

Are you interested in leveraging your relationship building skills to join a dynamic team responsible for improving global opinion elites (OEs) perception of selling on Amazon worldwide We are seeking an experienced entrepreneurial high-judgment results-oriented Customer Success Manager for a dynamic new role that will work hand-in-hand with selling partners and internal teams on initiatives that ensures public perception mirrors the reality that Amazons stores are a great place to build and grow thriving businesses.

In this role you will work with many cross functional partner teams including Public Policy Public Relations Marketing and SERs creative and editorial to help determine which selling partners will best serve the needs of these teams.

Because this role involves significant coordination and management of partners the ideal candidate excels at influencing without authority finding areas of common ground and collaboration concise and clear communication setting priorities and boundaries and setting and meeting milestones. You will build authentic relationships with selling partners to inspire their willingness to advocate for Amazon by sharing their personal seller stories.

The ideal candidate thinks strategically takes initiative and dives deep into details. They can develop and drive high-level strategic initiatives but also roll up their sleeves dig in and get the job done. Maturity strong business judgment ability to earn trust and influence cross-functional teams without authority a customer-centric and creative mindset and strong analytical and writing skills are essential. The candidate for this position also embraces ambiguity ramps quickly and is skilled at communicating complex issues simply and convincingly to a wide range of internal and external audiences. The ideal candidate brings with them a savvy ability to leverage relationship building skills critical thinking problem solving and storytelling as well as data and analytic to drive towards achieving our goals.

Key job responsibilities
- Build authentic relationships with selling partners to inspire advocacy for Amazon
- Partner closely with cross functional teams to align on priorities report and share results insights and learnings
- Understand stakeholder requirements goals and motivations and prioritize these as needed to meet team goals.
- Develop test refine and communicate processes and operating procedures to streamline and enhance development of selling partners story recommendations to internal teams (Invent and Simplify).
- Anticipate bottlenecks provide escalation management anticipate and make tradeoffs and balance business needs versus technical or operational constraints.
- Working across internal teams to coordinate new business partnership and collaboration opportunities with seller partners and ensure efficient escalation channels.
- Advocates for sellers internally and externally
- Supports optimizes and helps drive adoption of critical mechanisms required to ensure long-term expansion and success.
- Tracks and reports program learnings and effectiveness to internal stakeholders.

A day in the life
On any given day your schedule may involve tasks such as:
- Reviewing and vetting sellers
- Conducting get to know you outreach calls with sellers
- Providing escalation support for sellers
- Analyzing selling partner trends and data
- Working closely with internal teams to understand and support upcoming events
- Gathering and tracking seller engagement history
- Gathering requirements from multiple internal stakeholders
- Brainstorming how to ensure processes are designed to go big while also being transparent and delightful
- Developing executing and refining internal processes

About the team
SERs North Star vision is that global opinion elites (OEs) agree that Amazon is an amazing place for independent sellers especially domestic small businesses to build and grow the business of their dreams and that communities (both geographic and demographic) are better off with more sellers selling in Amazons store.

We achieve this vision by driving a proactive communications and engagement strategy that establishes an accurate and positive narrative tailored to global OEs and the populations of sellers SBs and inclusive consumers that they care about.

- 3 years of CSM experience
- Experience using data and metrics to determine and drive improvements
- Experience collaborating cross-functionally with tech and non-tech teams
- Experience working with selling partners
- Familiarity with Seller Central
- Excellent communication skills both written and verbal
- Attention to detail excellent organization skills and ability to manage multiple projects and responsibilities
- Strong analytic approach and bias for action using data-based judgment
- Travels as necessary to ensure programmatic excellence
- Experience establishing growing and maintaining relationships

- 3 years of communicating results to senior leadership experience written and verbal
- 3 years of driving process improvements experience
- Masters of Business Administration or Advanced Technical Degree.
- Interpersonal skills - decisive action-oriented and able to motivate and inspire others
- Experience leveraging customer insights to drive decisions.
- Strong track record of leading and delivering programs and services at a national scale
- Demonstrated ability and willingness to operate autonomously roll up sleeves and execute to get the job done; general manager / owner mentality
- Experience working with remote delivery teams. Proven track record of influencing global stakeholders and gaining alignment on program vision
- Ability to navigate ambiguity and drive clarity

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

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 for more information. If the country/region youre applying in isnt 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 $72000/year in our lowest geographic market up to $154000/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 This position will remain posted until filled. Applicants should apply via our internal or external career site.