Job Description
At arenaflex, we're committed to delivering exceptional customer experiences that drive business growth and satisfaction. As a Strategic Customer Success Manager in our Consumables Category team, you'll play a critical role in shaping the future of our program and helping our Sellers succeed on the Amazon Store. If you're a seasoned professional with a passion for customer success, business growth, and strategic planning, we want to hear from you. **About arenaflex** arenaflex is a leading e-commerce platform that offers a paid service to enrolled Selling Partners, providing services in five major categories: (1) Designated Sr. Customer Success Manager, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. Our Consumables Category team is responsible for supporting one to four Selling Partners within the Consumables categories, including Health & Personal Care, Pets, Grocery, Beauty, Premium Beauty, and Baby. **Job Summary** As a Strategic Customer Success Manager, you'll be responsible for driving business growth for our Sellers by delivering an optimal level of service through strategic insights and relentlessly high operational standards. You'll own 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** * **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 to maximize potential for your assigned portfolio of Sellers. + Act as a strategic and influential partner for your Sellers, proactively seeking out new opportunities and creating tailored solutions and recommendations. + Present compelling value propositions using a strategic and consultative approach. + Lead business strategy development and design long-term account plans, collaborating effectively with cross-functional teams and your Sellers. * **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, managing initiatives and delivering critical solutions, improvements, and mechanisms. + Assist with the definition and design of tools, standard operating procedures, and processes of Seller Services. + Identify, quantify, and define feature enhancements and new products to improve Amazon products based on customer feedback, data analysis, and feature gaps with competitive products. **A Day in the Life** As a Strategic 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 Amazon tools and systems. * Deep diving and resolving an item buyability issue that was surfaced by your Customer. * Following up with internal Amazon teams who you are dependent on to deliver tasks for your Customer(s). * Meeting with your Retail Category Manager to understand Category strategy and discuss your Customer(s) role in their strategy. * Leading a meeting with your Customer and internal Amazon team members to educate them on a new Amazon Supply Chain program. **About the Team** Our Consumables Category team is responsible for supporting one to four Selling Partners within the Consumables categories, including Health & Personal Care, Pets, Grocery, Beauty, Premium Beauty, and Baby. As a member of this team, you'll have the opportunity to work with a diverse range of Sellers and develop a deep understanding of their business needs and goals. **Basic Qualifications** * 6+ years professional experience in Corporate Retail, Buying, Merchandising, Planning, and/or relevant experience within Customer Success, Account Management, Management Consulting, Sales, Marketing, and/or E-Commerce. * Bachelor's degree or equivalent. * 5+ years professional experience developing and leading teams while driving organizational goals. * Experience building customer relationships, identifying business opportunities for clients, and increasing adoption and utilization of company products. * Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems. * Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams. **Preferred Qualifications** * MBA/Master's Degree * 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 (process improvement techniques such as Kaizen, Lean Manufacturing, Six Sigma, PDCA, DMAIC). * 7+ years' experience in account management, marketing, buying, or customer success delivery in related industries like retail, telecom, technology, or hospitality. * 3+ years of negotiations experience * Experience using analytical, sales, and productivity tools, including Oracle Business Intelligence, Salesforce, Microsoft Excel, Microsoft OneNote, and Microsoft SharePoint. * Demonstrates creative problem-solving by adapting frameworks or existing best practices to solve problems in a unique way. * Strong proficiency in analytics tools, including Microsoft Excel and SQL. **Compensation and Benefits** arenaflex offers a competitive compensation package, including a base salary range of $99,500/year to $212,800/year, depending on location and experience. In addition to a full range of medical, financial, and/or other benefits, we also offer equity, sign-on payments, and other forms of compensation as part of a total compensation package. **How to Apply** If you're a motivated and experienced professional with a passion for customer success, business growth, and strategic planning, we want to hear from you. Please through our internal or external career site. We look forward to reviewing your application and discussing this exciting opportunity with you. Apply for this job