Account Consultant, Dive & Rescue – Amazon

Titulo da Vaga: Account Consultant, Dive & Rescue

Localização: São Paulo – SP

Descrição da Vaga: DESCRIPTIONWe’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 engagementPerformance 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 standardsProgram & 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 needsAnalytics & Reporting:
– Track and analyze performance metrics for both individual sellers and programmatic initiatives
– Monitor and report on seller recovery KPIs and intervention effectivenessA 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 solutionsAbout 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 challengesOur 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 criticalWe 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 effectivelyPREFERRED 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 teamsOur 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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Nome da Empresa: Amazon

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