Amazon Web Services (AWS)
Principal, Customer Success Specialist - Connect, AWS Specialist and Partner Org
Amazon Web Services (AWS), Atlanta, Georgia, United States, 30383
Overview
Principal, Customer Success Specialist Amazon Connect within the AWS Customer Success Center of Excellence, you will drive enterprise adoption and measurable customer business value realization for AWS Amazon Connect services by developing and executing comprehensive customer success strategies. You will design and implement frameworks, programs, and playbooks that enable AWS customers to maximize outcomes through optimal adoption of AWS Amazon Connect. This role combines strategic thinking, operational excellence, and Amazon Connect-focused technical expertise to create repeatable, scalable mechanisms and assets that transform how AWS delivers customer success. You will maintain deep knowledge of AWS Amazon Connect services and related domains to build strong relationships with customer stakeholders and internal teams. By driving adoption of Amazon Connect technologies, you will play a critical role in accelerating AWS revenue growth while helping customers enhance their contact center operations and customer engagement in a rapidly evolving market. You will articulate AWS’s Amazon Connect strategy and capabilities to customers and conduct executive conversations on the transformational potential of Amazon Connect. You will help customers identify and prioritize use cases, explaining the “why” and “what” of Amazon Connect solutions at a 300-level, with detailed “how” guidance delivered by solution architects. Your success will be measured by customer satisfaction, adoption metrics, and tangible business outcomes realized through Amazon Connect. Key job responsibilities
Strategic Customer Engagement
Develop and execute customized success plans aligned with customers’ enterprise adoption strategies and business goals for Amazon Connect. Engage with customer employee personas to understand their unique needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate Amazon Connect adoption. Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs focused on maximizing customer outcomes.
Adoption Program Development
As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials specific to Amazon Connect, to be applied across customer accounts. Track and analyze adoption metrics to measure effectiveness and identify areas for continuous improvement. Develop governance frameworks that enable sustainable, scalable adoption of Amazon Connect within customer organizations.
Customer Success Management
Monitor customer health dashboards and proactively identify and address potential risks or adoption barriers that could impact business value realization. Drive customer advocacy through success story documentation and by encouraging participation in customer success initiatives.
Product Feedback Loop
Collect and communicate customer feedback, insights, and requirements directly to AWS Go-To-Market and product teams. Analyze trends in customer requests and pain points to identify opportunities for product enhancements that better meet customer needs.
About The Team
Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Diverse Experiences: Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. Work/Life Balance: We value work-life harmony. Flexibility is part of our working culture to support you at home and at work. Basic Qualifications
Bachelor’s degree in Computer Science, Engineering, Math, or a related field or 5 years of product management or go-to-market, or sales experience. 5+ years of Contact Center Solutions. 10+ years in the technology industry focused on customer success or in go-to-market roles, or management consulting serving high-tech clients on go-to-market topics. Experience engaging and influencing senior customer executives, technologists and/or partners to solve complex business problems with advanced technologies. Fluency in English and two other languages. Preferred Qualifications
Experience in AWS cloud computing or SaaS, ideal if experience is in Amazon Connect. MBA or advanced degree in Business Analytics. Effective at communicating complex technological solutions to diverse audiences and building strong internal and external brand presence. Ability to travel up to 30% as needed. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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 $164,500/year in our lowest geographic market up to $284,300/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.
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Principal, Customer Success Specialist Amazon Connect within the AWS Customer Success Center of Excellence, you will drive enterprise adoption and measurable customer business value realization for AWS Amazon Connect services by developing and executing comprehensive customer success strategies. You will design and implement frameworks, programs, and playbooks that enable AWS customers to maximize outcomes through optimal adoption of AWS Amazon Connect. This role combines strategic thinking, operational excellence, and Amazon Connect-focused technical expertise to create repeatable, scalable mechanisms and assets that transform how AWS delivers customer success. You will maintain deep knowledge of AWS Amazon Connect services and related domains to build strong relationships with customer stakeholders and internal teams. By driving adoption of Amazon Connect technologies, you will play a critical role in accelerating AWS revenue growth while helping customers enhance their contact center operations and customer engagement in a rapidly evolving market. You will articulate AWS’s Amazon Connect strategy and capabilities to customers and conduct executive conversations on the transformational potential of Amazon Connect. You will help customers identify and prioritize use cases, explaining the “why” and “what” of Amazon Connect solutions at a 300-level, with detailed “how” guidance delivered by solution architects. Your success will be measured by customer satisfaction, adoption metrics, and tangible business outcomes realized through Amazon Connect. Key job responsibilities
Strategic Customer Engagement
Develop and execute customized success plans aligned with customers’ enterprise adoption strategies and business goals for Amazon Connect. Engage with customer employee personas to understand their unique needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate Amazon Connect adoption. Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs focused on maximizing customer outcomes.
Adoption Program Development
As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials specific to Amazon Connect, to be applied across customer accounts. Track and analyze adoption metrics to measure effectiveness and identify areas for continuous improvement. Develop governance frameworks that enable sustainable, scalable adoption of Amazon Connect within customer organizations.
Customer Success Management
Monitor customer health dashboards and proactively identify and address potential risks or adoption barriers that could impact business value realization. Drive customer advocacy through success story documentation and by encouraging participation in customer success initiatives.
Product Feedback Loop
Collect and communicate customer feedback, insights, and requirements directly to AWS Go-To-Market and product teams. Analyze trends in customer requests and pain points to identify opportunities for product enhancements that better meet customer needs.
About The Team
Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Diverse Experiences: Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. Work/Life Balance: We value work-life harmony. Flexibility is part of our working culture to support you at home and at work. Basic Qualifications
Bachelor’s degree in Computer Science, Engineering, Math, or a related field or 5 years of product management or go-to-market, or sales experience. 5+ years of Contact Center Solutions. 10+ years in the technology industry focused on customer success or in go-to-market roles, or management consulting serving high-tech clients on go-to-market topics. Experience engaging and influencing senior customer executives, technologists and/or partners to solve complex business problems with advanced technologies. Fluency in English and two other languages. Preferred Qualifications
Experience in AWS cloud computing or SaaS, ideal if experience is in Amazon Connect. MBA or advanced degree in Business Analytics. Effective at communicating complex technological solutions to diverse audiences and building strong internal and external brand presence. Ability to travel up to 30% as needed. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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 $164,500/year in our lowest geographic market up to $284,300/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.
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