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Senior Account Manager

2 months ago

Chengdu, Sichuan, China Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch - B40 Full time
About the Role

Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch - B40 is seeking a highly skilled Executive Selling Partner Relations Manager to join our team. As a key member of our Selling Partner Support Operations team, you will be responsible for handling escalated matters that originate with our 3rd Party business partners.

Key Responsibilities
  • Solve Complex Issues: Resolve Selling Partner issues that have been escalated to our team, including those received through various channels.
  • Drive Process Improvements: Work cross-functionally with other teams to identify root causes and implement process improvements to enhance the Selling Partner experience.
  • Meet Service Level Agreements: Maintain aggressive service levels for escalations, providing timely and accurate reporting on escalation status.
  • Track and Resolve Escalations: Closely track and resolve each escalation, driving metrics goals achievement.
  • Deep Dive into Repeated Issues: Investigate repeated issues for individual selling partners, surface success stories, and provide innovative ideas to drive improvement for all Selling Partners.
  • Lead Small to Medium-Sized Projects: Lead small to medium-sized projects from initiation to resolution, focusing on internal business operations improvements, Selling Partner-facing products/processes, and updates that impact Selling Partner Support.
  • Support Internal Stakeholders: Assist internal business stakeholders with information and data requests related to policies, processes, and actions taken on selling accounts.
Requirements
  • Experience: At least 6 months of Amazon Selling Partner Support experience or 1+ year relevant experience in handling and resolving customer issues.
  • Skills: Proficiency in using written and oral communication skills, able to use English and Chinese in business environments. Demonstrate effective conflict resolution and negotiation skills, professional attitude.
  • Qualifications: Demonstrate comprehension skills (reading and listening) and ability to understand and represent Selling Partner issues. Demonstrate superior time management and multitasking skills, self-discipline. Demonstrate sound judgment and discretion.
Preferred Qualifications
  • Experience: Highly experienced in handling complicated executive type escalations, problem ticketing, incident management, or very comparable and relevant alternative experience.
  • Skills: Strong written and verbal communication skills, including the ability to comfortably engage with all levels of stakeholders internally and externally. Proven ability to build relationships and influence others across the organization.
  • Qualifications: Project management experience and skills. Business acumen and critical thinking.