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6 days ago
We are seeking a seasoned Senior Account Development Specialist to spearhead strategic interactions with at-risk sellers through customized 90-day management plans. This role combines hands-on seller engagement and in-depth performance analysis to develop and implement personalized support, addressing recurring challenges and enhancing marketplace retention.
Key Responsibilities- Seller Engagement and Analysis:
- Analyze root causes and conditions leading to sellers' unmanaged 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 to provide targeted guidance
- Gather and analyze seller feedback to develop both personalized and scalable solutions - 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 and Process Improvement:
- Contribute to implementing efficient SOPs for knowledge sharing within the 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 and Reporting:
- Track and analyze performance metrics for individual sellers and programmatic initiatives
- Monitor and report on seller recovery KPIs and intervention effectiveness
- Review dashboards and reports to assess seller performance
- Prioritize seller pipeline based on performance data
- 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
The Dive & Rescue team is dedicated to supporting at-risk sellers whose performance indicates they may need additional guidance. We combine data-driven insights with personalized support to help sellers and tackle attrition by providing targeted interventions and developing systematic solutions that address recurring challenges.
We value a culture that embraces:
- Creative Problem-Solving: We're building our playbook and welcome fresh perspectives.
- Encourage innovative solutions to complex problems.
- Foster a collaborative environment that supports creative problem-solving. - Data-Driven Decisions: We combine analytical rigor with practical business insights.
- Make informed decisions based on data analysis.
- Ensure data accuracy and quality to drive decision-making. - Collaborative Spirit: We work closely with sellers, cross-functional teams, and among ourselves.
- Collaborate with internal teams to leverage available resources.
- Communicate effectively to ensure seamless collaboration. - Continuous Learning: Every seller interaction and research is an opportunity to gather meaningful insights.
- Stay up-to-date with industry trends and best practices.
- Continuously improve skills and knowledge to stay ahead. - Proactive Mindset: We want to become able to address potential issues before they become critical.
- Anticipate and mitigate potential risks.
- Take initiative to resolve issues proactively.
We are committed to relentlessly focusing on quality execution to strengthen marketplace retention.
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