Experienced Full Stack Strategic Customer Success Manager – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented Strategic Customer Success Manager to join our team. As a key member of our Consumables Category team, you'll be responsible for driving business growth for some of the most influential Sellers on the Amazon Store, ensuring Seller satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards.

About arenaflex

arenaflex is a leading e-commerce company that offers a paid service to enrolled Selling Partners in various categories. Our Vendor Services program provides strategic business advice, support, operational execution, and programs, pilots, betas, and advance coaching to help our Sellers succeed on the Amazon Store. As a member of our Consumables Category team, you'll be working with a diverse range of Sellers, from Health & Personal Care to Pets, Grocery, Beauty, Premium Beauty, and Baby.

A Day in the Life

As a Strategic Customer Success Manager, your typical day will be filled with exciting challenges and opportunities to grow. You'll be working closely with your Sellers to identify and prioritize the right inputs and outputs to deliver value and growth. You'll analyze data and trends to identify opportunities for improvement and develop solutions to drive business growth. You'll also be responsible for building effective working relationships with your Sellers, delivering timely and accurate operational support, and driving optimal program and Customer Success Manager satisfaction.

Key Responsibilities

* Drive business growth for Sellers by providing customized insights and recommendations, educating them on relevant tools, products, and services, and delivering a positive experience with our program.

• 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 opportunities for improvement and develop solutions to drive business growth.
• Act as a strategic and influential partner for your Sellers, proactively seeking out new opportunities and creating tailored solutions and recommendations.
• Lead business strategy development and design long-term account plans, collaborating effectively with cross-functional teams and your Sellers to drive customer success with arenaflex.
• Implement and track metrics to record the success and quality of your portfolio of Sellers, using these metrics to guide your work and uncover hidden areas of opportunity.

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.
• Play a "consultant" role with oversight of key strategic activities that are underway for the Seller, following up, escalating, and clearing blockers as appropriate across multiple organizations.

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, delivering 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.
• Identify, quantify, and define feature enhancements and new products to improve Amazon product based on customer feedback, data analysis, and feature gaps with competitive products.

Essential Qualifications

* 6+ years of 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 of 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.

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.
• 7+ years of 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.

Work Environment and Company Culture

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

Compensation and Benefits

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.

How to Apply

If you're a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity. Please visit our career site to submit your application. We can't wait to hear from you! Apply for this job