Seller Engagement Specialist

Job description

DESCRIPTION

The Seller Voice team is looking for a detail-oriented, analytical, and highly-motivated account manager to help improve AGFS products and grow AGFS business. You will work with the product team and Sellers to gather insights and feedback on AGFS products and services, synthesizes findings, recommend actions to project sponsors in order to drive changes and improvements. The nature of the work is open ended and an ideal candidate should demonstrate strong bias for action and ownership in uncovering underlining issues and driving for solutions even if it's out of their immediate responsibilities.
What is AGFS?
AGFS provides Sellers (Brand Owners and Resellers) around the world with the simplest way to sell direct to Customers globally, thereby bringing selection at low prices to Customers worldwide. We purposefully enable the rush of unique selection from our core Marketplace countries as well as global manufacturing hubs and provide Sellers a full range of fulfillment and delivery services for their full range of selection.

Sellers on Amazon's Marketplaces, from Fortune 50 companies to hundreds of thousands of small businesses and entrepreneurs operating from 135 countries, have direct access to Amazon's 300 MM+ customers in 180 countries. In 2017, this enabled Sellers on Amazon's Marketplaces to sell more items to customers than Amazon's own Retail business. More than 20,000 of these businesses surpassed $1 million in sales in 2017 and created 900,000 jobs around the world. And Sellers using Amazon Global Fulfillment Services (AGFS) add Amazon's Prime shipping speeds and customer trust to this reach and scale. As Jeff Bezos' put it, AGFS “is so important because it is the glue that inextricably links Marketplace and Prime…” Amazon Marketplaces offer 100MM Prime members globally more than 100MM products with a Prime Delivery Promise, fulfilled from over 175 fulfillment centers worldwide.
About the role
Seller Voice program creates value by making Sellers' voices heard by the right product or service owners. As a Seller Engagement Specialist you are passionate about understanding the range of AGFS products available to our Sellers, advocating on behalf of Sellers and engaging with internal and external partners to drive improvements. You possess strong analytical ability, and will develop deep expertise in AGFS products. You also thrive in ambiguous situations, with the ability to be a self-starter and find solutions. This is a client-facing role that is also responsible for identifying opportunities to drive changes that enable long-term growth for Sellers and Amazon.
Specific responsibilities include, but are not limited to, working with Product and Program Managers to contact a targeted list of Sellers in order to collect feedback or drive performance improvements, managing different types of projects simultaneously, interacting with Sellers and help them optimize their performance by analyzing their current product adoptions and performance metrics, identify operational improvement opportunities, reporting and diving deep to provide insights to product teams in order to improve the AGFS products/services that will benefit all Sellers.
To do this, this person needs to be extremely comfortable with calling and showing empathy towards Sellers, quickly build a deep understanding of AGFS products and services to proffer solutions to Sellers problems, as well as the ability to synthesize analysis into a concise presentation. In addition to working closely with product teams, this person will interact with finance, legal, business teams within and outside of AGFS.

Roles & Responsibilities:

Voice of the Seller
- Represents voice of the Seller internally.
- Leads calls with Sellers and drives discussion with a preset agenda.
- Engages with Sellers to understand their needs and performance metrics.
- Responds promptly and accurately to Seller questions using standard templates.
- Identifies key themes and trends from Seller interactions.

Business Operations
- Works with project sponsors to scope projects and create goals.
- Escalates issues promptly and appropriately.
- Communicates and collaborates effectively with peers and project sponsors.
- Synthesizes findings and surface trends to product owners
- Makes recommendations on Seller experience improvement and influence business decisions.

Product Knowledge

- Understands AGFS products and services enough to provide directional consultative solutions.
- Identifies and drives resolution of product bugs and high severity events.
- Contributes to defining product value propositions and roadmaps.
- Identifies opportunities to improve designed Amazon product based on Seller feedback and data analysis.

Desired profile

BASIC QUALIFICATIONS

- 3+ years of professional working experience
- 6+ months of sales or account management experience
- Proven ability to communicate clearly and concisely with Sellers and stakeholder teams; written, verbal, presentation, and interpersonal skills
- Proven strong attention to detail and excellent problem solving skills
- Demonstrated effectively manage multiple projects and priorities in a fast-paced, deadline-driven environment