Account Consultant, Dive

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.

- 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

- 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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