亚马逊Customer Success Manager, CN2EM Central

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。

Amazon Global Selling has been helping individuals and businesses increase sales and reach new customers around the globe. Today, more than 50% of Amazon's total unit sales come from third-party selection. The Global Selling team in China is responsible for recruiting local businesses to sell on Amazon’s 18 overseas stores, and supporting local sellers’ success and growth on the Amazon. Our vision is to be the first choice for all types of Chinese business to go globally. Amazon's Asia Global Selling Existing Seller Management (ESM) team currently seeks a results oriented Senior Business Program Manager who can learn quickly and build trust with various stakeholders in a dynamically changing environment. In this role, s/he will be a key member of the Asia Global Selling ESM Team, providing critical support to drive greater efficiency, productivity, consistency, scalability, and impact. The successful candidate must be able to work directly, in a hands-on way, with multiple stakeholders and business teams, on multiple programs and projects at one time, as well as provide solutions that are highly usable, scalable, extensible, and maintainable. S/He needs to be passionate about his/her work, self-motivated, detail oriented and have excellent problem-solving abilities, as well as superb communication and program/project management skills, and will be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way. The candidate will also be required to deal with highly ambiguous problems, identify root cause, devise and drive towards simple solutions to complex problems. Roles and Responsibilities: • Act as an single owner in ESM team on business domain and own business goal setting and team executions. • Accumulate in-depth Seller learning under each profile and generate business insights to help Sellers grow. • Drive business insights generation and provide guidance to account management team to help generate actionable next steps, and improve account management efficiency. • 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 • Innovate to improve Seller experience via continuously engagement with internal partners to drive business process improvement through deeply data analysis and seller engagement practice

Your daily responsibilities include but not limited to : 1. Strategy and Execution: -Own and develop New Seller recruiting/success strategy and execution plan within the New Seller Recruitment Organization. -Collaborate with internal (Marketing, tech, central PM teams) and external (global product, marketplace teams) stakeholders to drive Seller experience improvement and growth success. 3. Monitoring and Goal Setting: -Monitor Seller registration to on-boarding experience and efficiency. -Share goals with global and local PMO teams to enhance the experience and throughput. 4. Operational Processes: -Build, monitor, and create operational processes and mechanisms that support global selling, new seller recruitment, and seller success. -Partner with the China operations team to implement processes that benefit Account Manager team's efficiency, process adherence, and more. -Collaborate with the Central Global team to influence changes for improved operational efficiency and resource allocation strategy. -Land global initiatives into local operational processes. 5.Business Reviews and Strategy Planning: -Drive regular business reviews with stakeholders. -Contribute to strategy planning.