SPS Account Manager
1 month ago
About the Role:
The Amazon Joyo Co., Ltd. - B43 SPS Account Manager will play a crucial role in providing world-class support to over 2 million Amazon Sellers in 10 different countries. As a key member of the Seller Support team, you will be responsible for managing a catalog of sellers in constant growth, providing pro-active and reactive support, and working with other departments to resolve Seller's issues and questions.
Key Responsibilities:
- Provide pro-active and reactive support by managing a catalog of sellers in constant growth, connecting with sellers through Paragon, and addressing chronic system issues.
- Work with other departments, such as the PQ team and Account Management team, to resolve Seller's issues and questions, providing prompt and efficient service to Paid Sellers.
- Develop relationships with each seller account, manage outreach campaigns, and drive improvement defects that may impact their account health or good standing of the account.
- Drive root cause analysis by recognizing Sellers contacts patterns, performance trends, and through direct contact with Sellers leadership and their operations teams.
- Serve as the escalation point for Sellers, managing their highly sensitive situations with integrity and discretion.
- Create an open environment where Sellers can freely communicate their needs or concerns.
- Capture success stories and surface innovative ideas to drive improvement for all Sellers.
- Contribute to building a positive team environment, proactively aid team members, and consistently meet quality and productivity standards.
Requirements:
- Bilingual or Trilingual skills, fluent in English writing.
- Demonstrated excellent communication skills (verbal and written) with external leadership and internal operations teams through multiple channels.
- Proven skills using data to drive analysis for the purpose of making business decisions using Excel or other analytical tools.
- Proven track record of taking ownership and delivering results while liaising between clients and internal teams.
- Proven knowledge in account management.
- Demonstrate effective communication, composure, and professional attitude.
- Think both strategically and tactically to implement creative solutions.
- Demonstrated time management and multitasking skills, self-discipline, ownership, and a bias for action.
Preferred Qualifications:
- Desire to work with Sellers to grow their business by providing the highest quality customer experience.
- Strong attention to detail and follow through.
- Understanding of basic XML and SQL concepts to assist in root cause and dive deep in data analysis.
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