Team Lead, Customer Success US, RBS Strategic Account Services

ID: 8048

Type: Full-time

Category: Others

Company Name: ADCI - BLR 14 SEZ

Location: IND, KA, Bengaluru

Education Level: Lead

Job Description

The Strategic Account Services (SAS) team within the Retail Business Services (RBS) India organization is seeking a Team Lead for Customer Success to lead a team of Customer Success Managers (CSMs) responsible for the growth and development of Third-Party (3P) marketplace Sellers in the Amazon US Store.

In this role, you’ll be responsible for all business and operational objectives of your CSM team. You’ll drive the creation and execution of strategies to achieve business goals, as well as collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.

The ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate on business strategies to deliver growth and a positive experience for Sellers. This person has relentlessly high standards and operates as a business owner who understand key levers to achieve results through their team. They have a passion for people management and are at their best when they’re building, developing and guiding high-performing teams.

Key job responsibilities
• Coach, mentor, and develop a team of CSMs

• Contribute to goal setting for your team to align with organizational goals and contribute to business strategy development and identify the correct input metrics that drive growth and improve the end customer experience.

• Build and cultivate strong relationships with Sellers in your team’s portfolio along with internal stakeholders; be a trusted advisor and a business advocate while monitoring Seller satisfaction.

• Contribute or lead projects across the team and broader organization that help drive process improvements, increased efficiency, and/or unlock growth for the team and Sellers.

• Identify, optimize, and scale improvements that can benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, partnering with external teams to align programs etc.

• Manage recruiting and hiring efforts across direct team and broader organization.

Shift timing is 4 PM to 1 AM.

Basic Qualifications

- 3+ years of team management experience
- 3+ years of mentoring, leading and coaching experience
- Bachelor's degree
- 3+ years professional experience in Corporate Retail, Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting, Sales, Marketing, and/or E-Commerce.
- Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products.
- Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.
- Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams.

Preferred Qualifications

- Experience with communication, presentation, and negotiation
- Experience in E-Commerce, Corporate Retail, Consulting and/or B2B
- Effective account management.
- Adept at stakeholder and executive communication, data analysis, partner engagement and negotiation.
- Understanding of retail math and formulas for the purpose of making business decisions.
- Experience using analytical, account management and productivity tools like SalesForce and Microsoft Office Suite.

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.

Company Information

Company Name: ADCI - BLR 14 SEZ

Company Website: https://www.amazon.jobs/en/locations/bengaluru-india

Company Address: Bengaluru, Karnataka 560001 / 560103 / 560066, India

Amazon Development Centre India (commonly abbreviated as ADCI) refers to Amazon.com, Inc.’s network of engineering and technology development centers in India that support the company’s global e-commerce, cloud computing, device, advertising, and media businesses. ADCI is not a standalone public company but the collective name often used in internal and external communications to identify Amazon’s engineering and product-development operations located across multiple Indian cities, including Bengaluru (BLR). The designation “BLR 14 SEZ” is used internally and in job and location listings to identify a specific Bangalore campus or facility housed within a Special Economic Zone (SEZ), where Amazon operates offices that host software engineering, research, and operational teams. Company overview ADCI operates as part of Amazon.com, Inc., one of the world’s largest technology and retail companies. The ADCI centers in India are staffed by software engineers, data scientists, product managers, solutions architects, security specialists, UX designers, operations engineers, and other technical professionals. These centers focus on building, scaling, and operating distributed systems, services, and product features that are integrated into Amazon’s global product portfolio. The India development centers serve both regional needs (India-specific products and localized services) and global development efforts (core components of Amazon Web Services, retail platform features, Alexa, and other infrastructure). Core business activities - Software and product engineering: ADCI teams design, implement, test, and deploy backend services, frontend applications, and full-stack products for Amazon’s retail marketplace, seller and vendor systems, customer-facing applications, and internal business tools. - Cloud and infrastructure development: Engineers in ADCI contribute to Amazon Web Services (AWS) products and supporting infrastructure, working on distributed systems, container orchestration, data storage, networking, security, and platform automation. - Machine learning and data science: ADCI houses data science and machine learning groups that build recommender systems, fraud detection, forecasting and demand-planning models, natural language processing for Alexa and customer service, and analytics platforms used across Amazon. - Consumer device and services support: Development work includes software for Amazon devices (e.g., Kindle, Echo/Alexa) as well as services that integrate with these devices, including voice services, media delivery, and IoT integration. - Payments, advertising, and monetization systems: ADCI contributes to Amazon Pay, advertising technology, catalog and merchandising systems, pricing algorithms, and other monetization-related engineering efforts. - Logistics and operations technology: Teams build software for Amazon’s fulfillment network, warehouse management, routing and delivery systems, robotics integration, and tools for operational efficiency across the supply chain. - Security, privacy, and compliance engineering: Dedicated groups focus on identity and access management, application security, data protection, and compliance with regional regulations. Main products and services ADCI does not produce end-brand consumer products under the ADCI name; rather, its primary output is software, services, and engineering expertise that underpin Amazon’s global offerings. Typical deliverables and contributions from ADCI teams include: - Core services and microservices that power Amazon.com’s marketplace and seller systems (catalog, search, checkout, payments integrations, order management). - AWS platform components, tools, and client-facing services supporting cloud customers globally. - Machine learning models and data platforms used for personalized recommendations, advertising targeting, fraud detection, and predictive analytics. - Features and platform code for Alexa voice services, including speech processing, intent recognition, and integrations with third-party skills and devices. - Enterprise and operations software for logistics, fulfillment centers, inventory forecasting, and last-mile delivery systems. - Developer tools, automation frameworks, and internal platforms used by Amazon teams worldwide to build and operate services at scale. Organizational role and scale ADCI centers in India are strategic engineering hubs within Amazon’s global R&D footprint. They collaborate closely with product teams in other geographies and are often responsible for end-to-end development of specific features or services. The centers serve both India-specific business units (for localized product launches, marketplace features, and regional compliance) and global teams (contributing to AWS, Alexa, and international retail engineering). Staffing levels at India development centers are substantial, with thousands of technical employees across multiple campuses and office complexes in Bangalore and other Indian cities. Collaboration and talent activities ADCI participates in local and global hiring, internship, and university outreach programs, recruiting software engineers, interns, and research talent. The centers commonly host hackathons, technical talks, and collaborations with academic institutions. Amazon’s India engineering teams also engage in open-source contributions, developer tooling, and publishing technical content that reflects their engineering work. Legal and corporate context ADCI operates under Amazon’s corporate entities in India (for example, Amazon Development Centre India Pvt. Ltd and related Amazon entities), and the work performed there is integrated into Amazon.com, Inc.’s product and service lines. Public-facing references to ADCI typically appear on Amazon recruitment pages, regional office location pages, and job postings identifying Bengaluru (BLR) and specific campus codes (such as BLR14 SEZ) as work locations. Limitations ADCI is an operational/organizational label within Amazon rather than an independent corporate brand. Specific internal team responsibilities, proprietary architecture details, and exact campus addresses for individual SEZ facilities are published selectively by Amazon (for example, on careers pages and corporate location pages) and may vary over time as Amazon expands or reorganizes its office footprint.

Visit company vacancy