Manager, Account Management

Amazon.com Services, Inc.
 Santa Monica, CA

Desciption

Job summary

Do you thrive on guiding, motivating, developing, and managing teams to make long-term strategic impacts on customers and businesses?

As a Manager, Account Management with Hardlines-Strategic Account Services, you will lead a team of Account Managers responsible for influencing growth across the businesses of Amazon’s top vendor partners while improving end-customer experience. You will guide your team in their work with vendors using data, processes, mechanisms, and interpersonal skills. You will help Account Managers identify and execute new selection, merchandizing, and operational improvements. You will own your team’s business growth, employee lifecycle, and team culture.

The Hardlines Strategic Account Services Team works with Vendors who sell products such as:

  • Consumer Electronics (Video Games, Home Ent., Software, Musical Instruments, etc.)
  • Home (Pet Products, Toys, Furniture, Kitchen, Music/Video, etc.)
  • Recreational & Vocational (Sports & Outdoors, Automotive, Tools, etc.)
  • Business, Industrial & Scientific Supplies (Education, Construction, Hospitality, Manufacturing, etc.)

Our goals include providing the best vendor experience, a rewarding Account Manager experience, and ultimately to enhance the experience of our end customers. Your team will innovate, continuously improve, learn, and grow for the benefit of both vendors and Amazon’s millions of customers.

Daily Roles and Responsibilities:

  • Lead a team of 3-10 Account Managers
  • Lead employee lifecycle, including screening, interviewing, onboarding, training, performance management, and career development
  • Align vendors with Account Managers based on complexity
  • Set and manage end-to-end goals for your team in alignment with organizational goals
  • Cultivate a team culture that optimizes for employee satisfaction while achieving goals
  • Establish a weekly cadence of 1:1s and team meetings
  • Meet with vendors quarterly to understand concerns, double down on wins, and provide strategic oversight
  • Partner with Account Managers & internal stakeholders to develop joint vendor business plans
  • Identify, action, and/or advise on how to improve business metrics that drive growth and improve end customer experience
  • Forecast and drive growth for Vendor enrollments
  • Support AM to ensure timely, accurate, and professional operational support to all vendors
  • Identify, solve, and scale process improvements across the team and broader organization
  • Act as a point of escalation for outstanding issues, questions, and concerns
  • Monitor & analyze vendor feedback to improve vendor experience
  • Act as a thought leader to define success criteria and the business needs of vendors
  • Contribute to and lead creation of strategic plans and documents for the organization
  • Contribute to operational planning to drive scalable solutions across the organization
  • Partner with internal stakeholders, such as vendor management, merchant technology, and global account management teams, aligning programs and initiatives to drive growth

The teams are supportive, engage regularly for fun events, and encourage each other in continuous improvement. We work hard to ensure your individual professional growth.

Basic Qualifications

  • Bachelor’s Degree
  • 6+ years of relevant professional experience
  • Experience developing and managing a high-performing team
  • Experience managing teams to achieve goals and drive employee engagement
  • Relationship management experience
  • Negotiation experience
  • Experience developing and implementing strategies
  • Experience influencing stakeholders
  • Proficient in Excel
  • Strong time management, prioritization, and problem-solving skills
  • Strong written and verbal communication skills
  • Experience rapidly adapting to change and dealing with ambiguity

Preffered Qualifications

  • MBA
  • 10+ years of experience in account management, sales, marketing, buying, customer service, or consulting
  • 10+ years in related industries, such as retail, hospitality, technology, consumer electronics, home goods, recreational goods, scientific products, industrial products, or telecom
  • Experience managing dynamic account portfolios
  • Experience with analytical & productivity tools including or similar to: Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence
  • E-commerce experience
  • Data analysis experience
  • Proven ability to learn tools and processes then effectively use them to provide service
  • Manage multiple projects and priorities in a fast-pace, deadline-focused environment
  • Proven track-record of taking ownership and driving results
  • Strong attention to detail
  • Comfortable working in a diverse group and contributing to an inclusive culture

Amazon is committed to be the best employer on earth.

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 https://www.amazon.jobs/en/disability/us.

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 https://www.amazon.jobs/en/disability/us.

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