Amazon Web Services (AWS)
Principal Customer Success Specialist - Connect, AWS Specialist and Partner Orga
Amazon Web Services (AWS), Santa Clara, California, us, 95053
Overview
Principal Customer Success Specialist - Connect, AWS Specialist and Partner Organization. You will drive enterprise adoption and value realization from Amazon Connect. You will develop customer success strategies, create playbooks, and build scalable frameworks that combine strategic thinking with operational excellence and technical expertise. You will work closely with the Connect GTM and Customer Success Specialist teams, partners, and Professional Services to support service adoption plays. The ideal candidate brings enterprise sales or deployment experience in Contact Center as a Service (or similar solutions), along with a passion for customer experience and problem-solving. Your expertise will help customers scale Amazon Connect across their global businesses while navigating technical and organizational challenges, and you will help bring customer feedback into the product development process.
Key responsibilities
Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Amazon Connect (in close collaboration with the Connect domain teams).
Develop and scale customer success programs through respective Connect domain teams and partner success team.
Collaborate with the Amazon Connect Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the Connect team to design and deliver tailored technical workshops and enablement programs to accelerate adoption.
Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.
Adoption Program Development
As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.
Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.
Develop governance frameworks for sustainable adoption at scale across domains.
Customer Success Management
Design and monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.
Drive customer advocacy through success story documentation and advocacy program participation.
Product Feedback Loop
Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.
Analyze trends in customer requests and pain points to identify potential product improvements.
About The Team Diverse Experiences: AWS values diverse experiences. If you do not meet all preferred qualifications, we encourage you to apply. Non-traditional career paths or alternative experiences are welcome.
Basic Qualifications
7+ years’ experience in enterprise sales, business development, and/or consulting with SaaS Contact Center and Customer Experience products.
7+ years of customer-facing work, engaging with customer executives, technologists, or partners to solve business problems with advanced technologies experience.
Bachelor's degree in science, technology, engineering, math, business or equivalent.
Experience leading technical and non-technical transformation project teams with the ability to work across broad functional teams.
Preferred Qualifications
AWS certifications such as AWS SAA, Connect Specialist Badge.
Experience implementing cloud services including migrations and modernization projects or similar.
Experience in cloud computing or enterprise technology services.
MBA or advanced degree.
Deep understanding of enterprise customer success delivery models.
Experience developing training and enablement programs.
Strong program management and operational excellence skills.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles County applicants: job duties include working safely, adhering to standards, and following laws and company policies. Pursuant to local fair chance ordinances, we will consider 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 accommodation during the application process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $164,500/year to $284,300/year depending on location and experience. Amazon is a total compensation company. Depending on the role, equity, sign-on payments, and other benefits may be provided. For more information, 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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Key responsibilities
Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Amazon Connect (in close collaboration with the Connect domain teams).
Develop and scale customer success programs through respective Connect domain teams and partner success team.
Collaborate with the Amazon Connect Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the Connect team to design and deliver tailored technical workshops and enablement programs to accelerate adoption.
Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.
Adoption Program Development
As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.
Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.
Develop governance frameworks for sustainable adoption at scale across domains.
Customer Success Management
Design and monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.
Drive customer advocacy through success story documentation and advocacy program participation.
Product Feedback Loop
Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.
Analyze trends in customer requests and pain points to identify potential product improvements.
About The Team Diverse Experiences: AWS values diverse experiences. If you do not meet all preferred qualifications, we encourage you to apply. Non-traditional career paths or alternative experiences are welcome.
Basic Qualifications
7+ years’ experience in enterprise sales, business development, and/or consulting with SaaS Contact Center and Customer Experience products.
7+ years of customer-facing work, engaging with customer executives, technologists, or partners to solve business problems with advanced technologies experience.
Bachelor's degree in science, technology, engineering, math, business or equivalent.
Experience leading technical and non-technical transformation project teams with the ability to work across broad functional teams.
Preferred Qualifications
AWS certifications such as AWS SAA, Connect Specialist Badge.
Experience implementing cloud services including migrations and modernization projects or similar.
Experience in cloud computing or enterprise technology services.
MBA or advanced degree.
Deep understanding of enterprise customer success delivery models.
Experience developing training and enablement programs.
Strong program management and operational excellence skills.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles County applicants: job duties include working safely, adhering to standards, and following laws and company policies. Pursuant to local fair chance ordinances, we will consider 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 accommodation during the application process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $164,500/year to $284,300/year depending on location and experience. Amazon is a total compensation company. Depending on the role, equity, sign-on payments, and other benefits may be provided. For more information, 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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