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Description

We’re seeking an Account Consultant to join our newly established Dive & Rescue team, spearheading strategic interactions with unmanaged at-risk of attrition sellers through customized 90-day account management plans. This role combines hands-on seller interaction and in-depth performance and status analysis to develop and implement personalized seller support, with room for conducting systematic solutions that address recurring challenges. Overall, aiming to enhance marketplace retention. As a pioneering member of this team, you’ll have the opportunity to participate on shaping the team’s direction. The ideal candidate will bring a dynamic blend of relationship management expertise & analytical thinking. Goal is for you to drive initiatives that deliver measurable impact on seller success while contributing to the foundation of a new unit.

Key job responsibilities

Analysis & Direct Seller Engagement:

• Analyze root causes and conditions leading to sellers' unmanaged, at-risk, or post-attrition status

• Build and maintain seller relationships through multi-channel communication (phone, email, etc.) with consistent check-ins

• Research and understand seller cohort characteristics, including trends, seasonality, and competitive dynamics to provide targeted guidance

• Gather and analyze seller feedback regarding status, needs, and challenges to develop both personalized and scalable solutions

• Discover and make use of available tools and resources to conduct comprehensive seller profile analysis prior to engagement

Performance Management:

• Diagnose critical performance issues and develop collaborative action plans

• Manage and prioritize seller pipeline effectively to achieve targeted outcomes

• Guide sellers to proficiency with Amazon's tools and programs, promoting self-sufficiency and adherence to marketplace standards

Program & Process Improvement:

• Contribute to implementing efficient SOPs for knowledge sharing within the new Dive & Rescue team

• Identify and document attrition patterns, best practices, and improvement opportunities

• Create and implement preventive programs that address common challenges with scalable solutions

• Partner with internal teams to leverage available resources while advocating for seller needs

Analytics & Reporting:

• Track and analyze performance metrics for both individual sellers and programmatic initiatives

• Monitor and report on seller recovery KPIs and intervention effectiveness

A day in the life

• Review dashboards and reports to check Seller performance metrics

• Research seller profiles and prioritize pipeline

• Prepare talking points for upcoming engagements

• Conduct scheduled and proactive seller calls/meetings

• Respond to urgent seller communications via email

• Send follow-up emails with agreed action items

• Document call outcomes and update action plans

• Update tracking tools with latest interactions and status

• Perform deep-dive analysis of specific seller cases

• Analyze patterns from recent seller interactions

• Document newly discovered issues for potential solutions

• Review aggregated seller feedback to identify common pain points

• Map processes and identify optimization opportunities

• Engage with internal stakeholders to foster and initiate programmatic solutions

About the team

The Dive & Rescue team is a new unit dedicated to supporting unmanaged sellers whose performance indicates they may need additional guidance or are at risk of underperforming and leaving the marketplace. We combine data-driven insights with personalized support to help sellers and tackle attrition by:

• Providing targeted interventions through 90-day management plans that could help sellers recover

• Developing systematic solutions that address recurring challenges

Our team culture embraces:

• Creative problem-solving: We're building our playbook and welcome fresh perspectives

• Data-driven decisions: We combine analytical rigor towards practical business insights

• Collaborative spirit: We work closely with sellers, cross-functional teams and among ourselves

• Continuous learning: Every seller interaction and research is an opportunity to gather meaningful insights

• Proactive mindset: We want to become able to address potential issues before they become critical

We are committed to the process of relentlessly focusing on quality execution to strengthen marketplace retention.

Basic Qualifications

• Bachelor's degree or equivalent practical experience

• More than 2+ year of experience in account management, customer success, or related customer-facing roles

• Basic analytical skills and proficiency with Excel

• Good written and verbal communication skills

• Ability to manage multiple priorities effectively

Preferred Qualifications

• Good analytical and problem-solving skills with a data-driven approach

• Experience working with business metrics and data analysis

• Knowledge of e-commerce of marketplace environments

• Basic understanding of SQL

• Experience of being at cross-functional teams

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.