Sr. Manager, Customer Success, Wondery
DESCRIPTION
Wondery Advertising is looking for a leader of leaders for our Customer Success team. As our customer’s “go-to” experts on Wondery’s advertising processes and services, the Customer Success team earns trust and fosters frustration-free advertiser experiences through seamless project management of campaigns, data-driven optimization recommendations, and ongoing customer education, all aimed at helping advertisers grow their business in podcasting. The leader of this organization will be expected to deliver a vision for their business and the needs of their customers in relation to Campaign Management and Account management. In order to do this, senior leaders obsess over their customers through data and strong business judgment, and apply this with a company-wide context. Senior leaders are trusted to address critical business needs through the leadership of multi-year projects or programs with significant business impact. They therefore need to have demonstrable experience of tackling extremely complex problems, and of ensuring the delivery of their programs through the design and implementation of mechanisms, which may include new tools or system requirements. They have extensive leadership experience, including leading people managers and building mutually beneficial partnerships with key stakeholders.
Key job responsibilities
- Effectively partner with all levels of leadership, and adept at building consensus
- Partner with cross-functional stakeholders to develop and refine impactful Sales Enablement resources, ensuring alignment with strategic objectives and enhancing the sales team's ability to drive revenue growth
- Influence organizational priorities, business stakeholders, and possibly technology direction
- Teach and coach our teams on identifying opportunities, creating solutions, and building mechanisms to operate and audit programs across multiple business segments and locales
- Assess impact on revenue, business growth, and cost savings and recommend projects to senior leadership
- Engage and collaborate with cross-functional stakeholders to shape and refine the product roadmap, ensuring alignment with business objectives, market demands, and technological capabilities while driving innovation and strategic growth
- Structure approaches to solving complex operational problems and develop key hypotheses
- Be willing to "roll up sleeves" and operate with limited guidance and in ambiguous situations
- Ramp and understand Wondery’s Podcasting and Amazon Advertising business quickly, as well as the needs of our customers
- Elevate the CS org into a strategic revenue function by working with our Revenue Operations team to establish KPIs and operational processes
- Devise and implement strategic initiatives that reduce customer churn and increase retention and renewals
- Audit and improve the AM and CM job ladder and career pathing
- Play a critical role in monitoring and reviewing Wondery’s top Strategic Accounts
- Scale the CS org's reporting capabilities through tooling, processes, external vendors, etc.
- Work internally/externally to ensure that Wondery’s Ads organization has the right tools and ad technology to build for scale. This includes identifying system enhancements and areas to create new mechanisms.
A day in the life
The leader of this organization will be expected to deliver a vision for their business and the needs of their customers in relation to customer success including account management and campaign management. In order to do this, senior leaders obsess over their customers through data and strong business judgment, and apply this with a company-wide context. Senior leaders are trusted to address critical business needs through the leadership of multi-year projects or programs with significant business impact. They therefore need to have demonstrable experience of tackling extremely complex problems, and of ensuring the delivery of their programs through the design and implementation of mechanisms, which may include new tools or system requirements. They have extensive leadership experience, including leading people managers and building mutually beneficial partnerships with key stakeholders.
About the team
Wondery, an Amazon company, is a premium podcast studio known for character-driven, binge-worthy stories including Dr. Death, British Scandal, Even the Rich and Business Wars, as well as distribution of hit partner shows MrBallen, New Heights, Armchair Expert, and How I Built This. Wondery was behind six of the “Top 25 New Shows of 2023” (according to Podtrac) and is the #3 podcast network in the US (according to Podtrac and Triton) including Exposed, Ghost Story, Stolen Hearts, MrBallen’s Medical Mysteries, Frozen Head, and Spellcaster. 54 shows from Wondery have hit #1 on Apple Podcasts. Many Wondery podcasts have been adapted for scripted television or streaming series, including Dr. Death and Joe vs Carole on Peacock and The Shrink Next Door and WeCrashed on Apple TV+. Wondery has gained critical acclaim and commercial success for its immersive approach to sonic, emotionally driven storytelling. The Wondery app offers a unique, personalized, podcast-first listening experience, including access to its premium offering Wondery+. With Wondery+, fans get a premium listening experience, including exclusive podcasts, early access to new episodes of hit shows, ad-free listening, merch discounts, live streamed events, and more.
BASIC QUALIFICATIONS
• 10+ years experience instructing executives, managers, and associates in Customer Success Media organizations
• Experience communicating goals and strategies across multiple leadership levels of an organization
• Knowledge of measurement, statistics and program evaluation
• Experience managing a team
PREFERRED QUALIFICATIONS
• 15+ years of leadership experience instructing executives, managers, and associates in Customer Success Media organizations
• Audio and podcast experience
• Experience with influencing others
• Budget management experience and knowledge of key business financial metrics
• Lean/Six Sigma Blackbelt certification
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,600/year in our lowest geographic market up to $277,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.