**Join arenaflex, a global leader in e-commerce, and shape the future of customer success in the Consumables Category. As a Senior Customer Success Manager, you will be responsible for driving business growth for top Sellers on the arenaflex Store, ensuring Seller satisfaction through strategic insights and high operational standards.**
**About arenaflex**
At arenaflex, we don't wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. With a customer-obsessed culture, we strive to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. Our Leadership Principles, from Customer Obsession to Bias for Action, guide us in keeping a Day 1 mentality.
**About the Consumables Category**
The Consumables Category team at arenaflex is a dynamic and fast-paced environment where you will be working closely with top Sellers in the Health & Personal Care, Pets, Grocery, Beauty, Premium Beauty, and Baby categories. As a Senior Customer Success Manager, you will be responsible for building and executing strategic joint business plans with your Sellers, collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic, and conversion drivers, and operational improvement opportunities.
**Key Responsibilities**
As a Senior Customer Success Manager, you will be responsible for:
**Business Growth**
* Identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience.
* Analyze data and trends to identify, action, and/or influence long-term opportunities for your assigned portfolio of Sellers.
* Act as a strategic and influential partner for your Sellers, proactively seeking out new opportunities for customers and Sellers.
* Create tailored solutions and recommendations where out-of-the-box thinking is necessary.
* Present compelling value propositions using a strategic and consultative approach.
**Seller Relationship Management**
* Build effective working relationships with your Sellers, being a trusted advisor and business advocate.
* Deliver timely, accurate, and professional operational support to all Sellers in your portfolio within a specified SLA.
* Drive optimal program and Customer Success Manager satisfaction.
* Liaise with other partner teams and coordinate cross-functionally to resolve Seller issues and questions quickly with high quality.
**Program Process Excellence**
* Act as a thought leader in defining success criteria and understanding business needs of Sellers in an ever-changing business environment.
* Improve team efficiency and optimize previously defined processes.
* Manage initiatives, deliver critical solutions, improvements, and mechanisms by working independently across teams.
* Assist with the definition and design of tools, standard operating procedures, and processes of Seller Services.
**A Day in the Life**
As a Senior Customer Success Manager, a typical day might include:
* Reviewing Key Performance Indicators, bridging opportunities, and sharing recommendations to close gaps to goals with your Customers in your weekly call.
* Educating a new contact at your Customer on how to better leverage arenaflex tools and systems.
* Deep diving and resolving an item buyability issue that was surfaced by your Customer.
* Following up with internal arenaflex teams who you are dependent on to deliver tasks for your Customers.
* Meeting with your Retail Category Manager to understand Category strategy and discuss your Customer's role in their strategy.
**Essential Qualifications**
* 4+ years of professional experience in Buying, Merchandising, Planning, and/or relevant experience within Account Management, Management Consulting, and/or relevant experience in negotiating, nurturing, and growing customer relationships.
* Bachelor's degree.
* Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
* Proven track record of building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
* Excellent verbal and written communication.
* Analytical problem-solving ability, using data analysis, reporting, and forecasting to guide business decisions.
* Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
**Preferred Qualifications**
* E-commerce experience.
* Retail experience.
* Strong attention to detail with a proven ability to effectively manage multiple projects and priorities in an ambiguous, fast-paced/deadline-driven environment.
* Able to root cause issues and identify scalable solutions to address.
* Experience with partnering cross-functionally to drive results, including continuous improvement initiatives.
* 4+ years of experience in account management, marketing, buying, or customer success delivery in related industries like retail, telecom, technology, or hospitality.
**Skills and Competencies**
* Analysis Skills
* Animal Care
* Business Growth
* Business Intelligence Software
* Business Operations
* Business Plan
* Business Strategy
* Category Management
* Channel Strategies
* Coaching
* Communication Skills
* Consulting
* Consumer Branding
* Continuous Improvement
* Corporate Policies
* Cross-Functional
* Customer Acquisition
* Customer Experience
* Customer Relations
* Customer Satisfaction
* Customer Support/Service
* Customer/Client Research
* Data Analysis
* Data Collection
* Detail Oriented
* Diving
* Establish Priorities
* Federal Laws and Regulations
* Follow Through
* Forecasting
* Identify Issues
* Improvement Metrics
* Investment Strategy
* Leadership
* Lean Manufacturing
* Lean Six Sigma
* Management Consulting
* Market Segmentation
* Marketing
* Merchandising
* Metrics
* Microsoft Excel
* Microsoft Product Family
* Microsoft SharePoint
* Multitasking
* Needs Assessment
* Negotiation Skills
* Operational Improvement
* Operational Support
* Operations Processes
* Oracle
* Partner Sales
* Performance Metrics
* Personal Care
* Presentation/Verbal Skills
* Problem Solving Skills
* Process Improvement
* Product Programs
* Project/Program Management
* Relationship Management
* Retail
* Revenue Growth
* Root Cause Analysis
* Sales
* Sales Management
* Sales Operations
* Sales Support
* Sales Tools
* Sales Training
* Salesforce.com
* Service Level Agreement (SLA)
* Six Sigma DMAIC
* Standard Operating Procedures (SOP)
* State Laws and Regulations
* Strategic Planning
* Supply Chain
* Test Plan/Schedule
* Thought Leadership
* Time Management
* Training Tools
* Trend Analysis
* Website Conversion
* Writing Skills
* eCommerce
**Compensation and Benefits**
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $72,000/year in our lowest geographic market up to $154,000/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, offering a full range of medical, financial, and/or other benefits, including equity, sign-on payments, and other forms of compensation.
**How to Apply**
If you are a motivated and results-driven professional with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.
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