Amazon AMC Recommendations Module

Amazon Account Management Recommendations Module

Customer Pain Points

What is ISS Global?

ISS Global stands for International Sales, Support and Services. The ISS Global team at Amazon is compromised many smaller agile (full stack) teams dedicated to support and services improvements for emerging market sellers and providing tools for internal and external Amazon employees to help Sellers in their business endeavors. What is an Emerging Market Seller? An emerging market Seller is a B2C Seller on Amazon, selling products online, on Amazon Product and Seller Pages in a market with an emerging economy or economic restrictions such as tax, tariffs or other financial barriers causing friction in their selling process due to complications with tax law, code, or economic infrastructure. The main initiatives the new products I will be showcasing are to grow business, sell in emerging or cross markets, sell cross market, regional expansion, and customer service improvements.

Amazon Account Mangers

Amazon Account Managers oversee the daily operations of Sellers on Amazon. Their duties and responsibilities differ per region and role; however, their primary focus is on emerging market business growth, scalability and cross region sales. On any given day there are 5-15 tools AMs are using as a scrappy solution to monitor these Seller accounts, troubleshoot issues, onboard sellers to new programs and help with their business growth. As you can imagine there is a lot of frustration and time wasted in logging in and out of separate tools and trying to gain insight into account performance and help Sellers’ with issues that may arise. Daily pain-points such as as time wasted and trouble with navigating multiple complex tools to help these businesses succeed drove our team to create the Amazon Account Management Central suite of tools to help streamline workflow, accelerate the onboarding processes, and automate a lot of AMs daily tasks. 

AM Leaders and Admins are responsible for teams of Account Managers in their assigned region or territory. His or her primary focus is on helping AMs by monitoring the pain points of Seller Accounts and AM performance. In order to help their downline to succeed they need a suite of tools to measure and monitor account performance, unblock product listings on an Administrator level, provide feedback, set goals, and communicate with their teams. Much like Account Managers, AM Leaders and Admins are pulling together scrappy solutions to try and help AMs but the process could be a lot better with dedicated solutions, programs, and tools to help automate their daily tasks, communicate goals and track performance. 

Goals We are Trying to Achieve

We want to solve AM issues of:

• Time wasted on accessing scattered information and running manual offline analysis through consolidation and automation

• Lack of sophisticated and consistent science based analytics and recommendation logic through standardization and leveraging Machine Learning based models

Account Management Central to solve the top 3 Pain Points defined through user research, support tickets, and AM bar raiser feedback.

• Lack of consolidated information on Sellers, requiring Account Managers to manually collect information such as; basic Seller details, program adoption, and commitment information.

• Lack of personalized program and selection recommendations, requiring Account Managers to generate program and product recommendations with inconsistent quality and resulting in potential loss of incremental GMS and compromised Seller experience.

• Ineffective systems for operational support like ineffective CRM and lack of AM permission control. 

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