Description

　　As the Manager, Commercial, Public Sector, & Strategic Accounts (CPS) Account Management, you will be directly responsible for end-to-end ownership of managed CPS customer accounts' payment experience. Your North Star goal would be CPS customer payment experience and ease of doing business that drives AB adoption. You will build and maintain key relationships, develop and manage opportunities directly and with partners, monitor deployment of projects, and engage global resources. The ideal candidate is a rapid self-starter who possesses a strong account management background, demonstrated experience creating and maintaining business partner relationships, a good understanding of procure to pay processes of business customers and good grip on KPIs/business growth levers. In addition to working with AB sales, you will be working with cross-functional teams both internal to ABPL and external Amazon teams.

　　The ideal candidate thrives in an ambiguous environment where they must develop, implement and iterate data, processes, mechanisms and guardrails to improve the customer payment experience. Further, the ideal candidate is a business owner who understands the key levers to drive business growth and can operationalize those levers across their team. They have a passion for people leadership and are at their best when they’re building, developing and managing high-performing teams.

　　Roles and Responsibilities:

　　Manager of Account Management are responsible for unblocking CPS customers’ payment blockers in partnership with service partners and sales to deliver a positive experience through the program. The key responsibilities of Manager, Account Managers are as follows:

　　Payment Account Management of CPS customers:

　　• Lead a team of 20-30 Payment Success Account Managers through L5 Manager Account Managers

　　• Owns all facets of the account management process for large, complex strategic accounts to deliver end to end payment experience

　　• Manage end to end goal setting for team to align with organizational goals.

　　• Collaborate cross-functionally to ensure timely, accurate and professional support to all CPS customers on payment issues

　　• Own organization goals around business goals and set aspirational target to significantly improve CPS customer experience

　　Process Excellence:

　　• Collaborate with other internal departments to support the improvement of tools and processes to enhance the CPS customer payment and drive productivity for Account Managers.

　　• Identify, quantify, and define feature enhancements and new products to improve our service offerings based on customer feedback, data analysis, and feature gaps with competitive products.

　　• Engage right partner teams, create proposals for investment needs to drive automations and execute on plans to achieve more with less and delivery efficiency improvements

　　Leadership:

　　• Lead an extended team of Managers and Account Managers, prioritize strategic initiatives and provide escalation support as needed.

　　• Act as a thought leader in defining success criteria and understand business needs of CPS customers in an ever-changing business environment. Contributes to and leads strategic plans and documents for the organization.

　　• Partner with external teams including AB Sales, Lending, GAR, CS, ESI, Product, Tech, DEX, SCOT, ordering to align on programs and initiatives to address CPS customer payment issues.

　　• Leads recruiting and hiring efforts across direct team and broader organization.

　　CPS customer Relationship management:

　　• Acts as strategic and influential partner for customers, developing solutions, prioritizing initiatives, and appropriately allocating resources for long-term success

　　• Build strong relationships with customers the portfolio; proactively build solutions, joint business plan action items and act as a point of escalation for outstanding issues, questions, and concerns.

　　• Manage CPS customer needs and monitor complexity through efficient resource allocation of Account Managers.

　　• Monitor CPS customer payment satisfaction survey results to analyze both positive and negative feedback trends. Establish improvement plans and mange expectations with Account Managers as appropriate.

　　About the team

　　The B2B Payments team is responsible for creating and operating a worldwide collection of products and services, by enabling seamless business payments throughout Amazon. Our mission is to create the most customer-centric payment products, payment experience and procurement services for business clients that empower any business to engage with Amazon from anywhere and in any way. Building on top of Amazon’s long history of customer focus and innovation, and our drive to think big, B2B Payments is addressing a new set of payment needs of business buyers. We re-invent the core parts of the payment experience, provide business-oriented payment methods and integrate with corporate purchasing systems to serve the needs of businesses.

　　We are open to hiring candidates to work out of one of the following locations:

　　Seattle, WA, USA

　　Basic Qualifications

　　Bachelor's degree

　　Experience analyzing data and best practices to assess performance drivers

　　Experience influencing internal and external stakeholders

　　Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar

　　Experience with Doubleclick (XSM, DFP), AdJuster or Salesforce

　　Preferred Qualifications

　　5+ years of hiring and retaining digital advertising teams experience

　　Experience with annual brand and media planning

　　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.

　　Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $107,800/year in our lowest geographic market up to $200,400/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. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.