Manager, Account Management, Consumables Strategic Account Services

Job summaryAre you passionate about people management and leading impactful programs to drive business growth for your organization and your Customers? This is your chance to manage a team of Account Managers, drive program improvements, and accelerate growth for the Customers your team manages. You will do this by partnering closely with your team to ensure a positive program and end-Customer experience that will accelerate growth for your Customers, who are Amazon Consumables Selling Partners selling some of your favorite Consumables Brands, and listening to your Customers’ feedback to drive improvements to the Strategic Account Service program in partnership with internal Amazon teams.Key job responsibilitiesAs a Manager of Account Management, your key responsibilities will be to:• Create business and operational objectives for your Account Management team (~6 direct reports). You’ll drive the creation and execution of strategies to achieve business goals, including identifying the correct input metrics to track progress against these goals.• Collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.• Contribute to goal setting and business strategy development for your peer team to align with Consumables organizational goals.• Deliver against complex goals where strategy is not defined.• Make tradeoffs between short term Customer needs and longer-term strategic investment.• Implement and track key input metrics to (1) Measure your team’s success in driving growth for your Customers and (2) Evaluate the quality of the end-Customer experience. Use these metrics to guide your work and uncover hidden areas of opportunity.• Build and cultivate strong relationships with team’s Customers, along with internal stakeholders; be a trusted advisor and a business advocate.• Monitor Customer satisfaction survey results, and investigate both positive and negative feedback trends. Establish improvement plans and manage expectations with Account Managers as appropriate.• Use Customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate Customer growth and improve their experience working with Amazon.• Spot areas of unnecessary process or inefficiencies and work to remove blockers for Account Managers.• Identify, optimize, and scale improvements that can benefit a large set of Customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations.• Participate in hiring efforts across direct team and broader organization. Coach, mentor, and develop your teamA day in the lifeAs a Manager of Account Management, a typical day might include:• Participate in an Account Manager interview loop and debrief for 1-4 Candidates.• Coach an employee on how to properly bridge during WBR and improve their soft-skills.• Have a career conversation with an AM; review the AM’s opportunities, strengths and forward-looking path.• Review connections data and create a plan to address team concerns and expand on new team ideas.• Audit business performance metrics for the Customers managed by your team and highlight key opportunities and concerns in the metrics to your team.• Write or contribute to a document for an organization wide initiative.About the teamThe Strategic Account Services program is a paid service that offers enrolled Selling Partners services in one of five major categories: (1) A designated Account Manager, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. In this role, you will be a member of the Consumables Category team, and will lead a team of Account Managers who support Selling Partners within the Consumables categories. Consumables categories consist of Health & Personal Care, Grocery, Mass Beauty, Premium Beauty, and Baby. The role offers broad scope as the Selling Partners supported by this role may span numerous Brands, end Customer segments, and product categories.**While this role is posted as Virtual, you have the option to be based in Seattle, Austin, or Arlington, if you choose to work virtually, you will be expected be onsite at one of these locations approximately once per quarter**Basic qualificationsExperience: 6+ years professional experience within Account Management, Sales, Customer Success, Vendor Management, and/or Business Development.Education: Bachelor's degree or equivalent.Goal Attainment: Demonstrated success in exceeding business, territory, and/or account goals using a consultative, solutions-focused approach.Relationship Development: Proven track record of building and cultivating relationships with internal and external stakeholders driving resolutions collaboratively, resolving conflicts, and ensuring follow-through with excellent verbal and written communication.Data Interpretation: Experience using data to inform, report, and forecast for the purpose of making business decisions.Planning: Track record of developing long term business and/or account strategy with a demonstrated ability to effectively manage multiple complex projects and priorities across different teams and organizations, in a fast-paced, deadline-driven environment.Aspiring: Demonstrated ability to overcome and work around problems that are inevitable in ambiguous and rapidly growing business.Preferred qualification • Experience in E-Commerce, Retail, Consulting and/or B2B• MBA• Experience and expertise communicating/influencing senior business decision makers• Experience leading a team, with prior examples of managing performance concerns and career development for team members• Effective account management strategy development with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiation.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