Janine Grosenick

Managing a portfolio of 25 of Amazon's largest and most strategic selling partners. Working across different departments and stakeholders such as Compliance and Legal, to address and resolve chronic seller and system issues through problem solving, analytics and providing technical solutions.

Providing training and best practices to selling partners during regular, monthly meetings.

As a Technical Account Manager it is vital to have a broad knowledge of Amazon systems and tools involving listing creation, catalogue corrections and Seller Central account platform. Additionally, building good relationships with other departments is also key.

During my time as a SP Associate, I assisted selling partners with general account questions and issues. The main focuses were guiding 3rd party sellers through the account verification process (KYC) by analysing document requirements and requests from the legal department. Additionally, providing support with VAT related issues, incl. VAT requirements, handling VAT refunds and supporting with the enrolment into the Amazon VAT Calculation service.

Additional Upskills

• Certified Specialty Mentor (Mentoring VAT & VCS classes)
• Certified Specialty Trainer (Delivering VAT & VCS classes)
• Trainer Development Program Advanced

Exercising discretion with respect to VMware's global partner programs, compliance, revenue performance, opportunities and confidential business matters of significant importance.

Responding to inquiries received from the VMware Partner Network community and partner management teams to provide consultative guidance, information and issue handling. Handling phone calls, emails, chat and social media inquiries from partners.

Supporting case inquiries and follow up on open issues to resolve issues within pre-defined SLA. Performing proactive partner program and operations outreach services as assigned. Updating and maintaining partner information in CRM tool as required to ensure data integrity. Working cross-functionally with GSS, Programs, Sales, and Partner Operations to maintain knowledge. Developing and maintaining knowledge of VMware Partner Ecosystem, all partner types, programs, routes to market, internal organizations and products.

Communicating with German-speaking customers on a daily basis and support them in performing the license audit process in their computer systems, giving advice on technical and contractual questions that customers may have. Evaluating the results of the license audit that the customer has submitted and comparing their results to the licensed software product agreements.

Partnering with Financial Account Manager (FAM) in the distributing of marketing collateral and pricing. Assisting FAM in pursuing new business. Collaborating with FAM in managing relations with the customer, HP, Resellers & Suppliers. Entering customer, supplier and lease information in the system. Tracking deal funding to completion of payment. Arranging to receive and proactively manage/reconcile supplier invoices (HP or external Supplier Invoices). Issuing Vendor or Shipment Authorization Letter. Preparing & authorizing funding and booking packages, generating and collecting documents, preparing packages for compliance review. Partnering with Collectors, Credit Analysts, VAT and Pricing team.

Assuring a consistent level of excellent customer service through call monitoring and one to one coaching of agents. Liaising with management, as well as quality data analysis and general reporting.