亚马逊Customer Success Manager, PMO
任职要求
基本任职资格 - Experience with strong project management skills and the ability to thrive in a fast-paced environment - Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products - Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems - Experience in stakeholder management, including influencing executive level global leaders 优先任职资格 - Experience of improving operation efficiency with AI…
工作职责
Amazon Global Selling: The Global Selling team in China, Korea, and SE Asia is responsible for recruiting local/regional businesses to sell on Amazon’s global marketplaces, and supporting local sellers’ success and growth on the Amazon platform. This role will drive close collaboration with many Amazon’s global teams to support the high-growth global selling business, continuously identify new opportunities, and drive new initiatives through design, development, launch and post-launch management. We are seeking a talented, driven, and proven leader to support Global Sales team in Asia, with stakeholder teams worldwide across various functions. She/He will be a key person to drive new services and products to address Asia based global seller’s growth and success at amazon platform, leveraging global resources. The candidate will need to possess excellent communications skills, with extensive experience in product management. She/he will be extremely customer obsessed, and detail-oriented, with excellent business acumen and product sense, thus be able to deliver great services and products accelerating seller success in Amazon. The ideal candidate should be able to work in a cross functional, fast-paced environment; has strong product management skills, communication skills, and innovative. If you are passionate on building up new products, willing to take new challenges, make history and have fun with us, please apply to the position now! Key Responsibilities: - Clearly define and communicate business requirements, gain support from internal stakeholders and external partners. - Establish strong relationship and trust with local and global stakeholders, especially for the fast growing emerging marketplaces in Latin America. - Identify business opportunities and qualified logistic partners, build partner relationship and manage partner performance.
Introduction A Customer Success Manager Architect (CSM) career in IBM means a career where you're helping clients fully realize the value of their existing IBM products, whilst growing their adoption of next-generation technologies from across IBM's wider portfolio. It means being a trusted strategic advisor to some of the world's most transformational enterprises and culturally influential brands, as they rely on your expertise and our technology to solve some of their hardest problems. Excellent onboarding and an industry leading learning culture will set you up for positive impact and success, whilst ongoing development will advance your career through an upward trajectory. Our sales environment is collaborative and experiential. Part of a team, you'll be surrounded by bright minds and keen co-creators - always willing to help and be helped - as you apply passion to work that will have a positive impact to the world around us. Your role and responsibilities * Serve as a trusted advisor for customer’s intelligent modernization and cloud migration journeys, including deployment, and continuous optimization * Drive business value and technology outcomes throughout customer lifecycle with IBM Hybrid Cloud and AI growth offerings * Guide customer IT executives through the changes needed to unlock the full value of IBM Hybrid Cloud and AI growth offerings * Co-define customer roadmap for implementation and value realization alongside customer * Define and execute customer success plan to demonstrate value of IBM Hybrid Cloud & AI growth offerings * Drive adoption post-deployment and identify additional opportunities for expansion * Lead transformative and technical conversations and persuade extended stakeholders to take action based on requirements and value provided by solutions * Conduct workshops with customer to align IT architecture , integration & migration requirements * Build and execute retention and expansion plays * Activate early renewal conversations, drive upsell/cross-sell and work with extended IBM teams to ensure execution of the renewal process Required education Bachelor's Degree Preferred education Bachelor's Degree
主要职责： 1. 负责SaaS平台订阅服务和PMS(电力管理系统)软件维护服务的客户成功管理，基于Land – Adopt – Renew – Expand流程开展工作；对续约率/流失率、客户健康度、增购/交叉销售负责 2. 制定客户成功服务计划，并基于此与客户互动，组织内部资源做服务交付，持续提升客户软件使用体验和客户业务价值兑现，从而实现软件及服务的持续续约 3. 基于对客户业务的理解持续基于软件系统和数据协助客户创造新的价值，同时也实现软硬件及服务的增购和交叉销售（数采表计、高级分析模块、其它软件及服务等） 4. 及时响应和处理客户问题，协调技术团队解决故障；跟踪客户健康评分、收集客户反馈意见、分析客户行为偏好等，以持续迭代服务交付模式和软件及服务产品 5. 配合销售和技术支持团队实现SaaS及PMS软件维护服务的销售。
- Develop and define right business metrics and model to monitoring business performance associate with various programs - Conduct comprehensive data mining & analysis to identify business opportunities and contribute to entire org level business strategy and business planning. - Drive business insights generation and provide guidance to account management team to help generate actionable next steps, and improve account management efficiency. - Accumulate in-depth Seller learning under each profile and generate business insights to help EM Sellers grow. - Co-work with multiple stakeholder / business teams to develop new business initiatives and translate into execution - Structures work flow across the team to effectively implement each workstream & related operational activities - Develop, implement and automate new and existing processes in a standardized and scalable format, while leverage global resources to drive improvement based on local needs whenever possible - Work closely with Account Managers to manage and drive critical programs
- Owning ESM critical projects planning and SP engagement campaigns creation and implementation - Optimizing top seller marketing events planning and campaign results and Seller learning analysis - Driving total ESM Strategic Seller Profile learning, define the mechanisms, and summarize Seller learnings holistically. - Owning ESM Strategic Account Managers training plan including learning modules and coordinating training sessions.