Amazon Web Services (AWS)
Principal Customer Success Specialist - Connect, AWS Specialist and Partner Orga
Amazon Web Services (AWS), Cupertino, California, United States, 95014
Principal Customer Success Specialist - Connect, AWS Specialist and Partner Organization
Join to apply for the Principal Customer Success Specialist - Connect, AWS Specialist and Partner Organization role at Amazon Web Services (AWS).
Overview As a Principal Customer Success Specialist Connect within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, 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 has enterprise sales or deployment experience in Contact Center as a Service (or similar solutions) and a passion for customer experience and problem-solving. You will help customers scale Amazon Connect across global businesses while navigating technical and organizational challenges, and you will bring customer feedback into the product development process.
Key job responsibilities
Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Amazon Connect in collaboration with the Connect domain teams.
Develop and scale customer success programs through respective Connect domain teams and partner success teams.
Collaborate with the Amazon Connect Customer Success Specialists to understand customer employee personas, assess needs and challenges; 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
Create and maintain best practices documentation, implementation guides, and training materials applicable 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 risks or adoption barriers to customer business value realization.
Drive customer advocacy through success story documentation and participation in advocacy programs.
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 AWS values diverse experiences. Even if you do not meet all of the preferred qualifications, we encourage you to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Qualifications 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 or 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.
Additional information 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 the AWS accommodations page for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. The base pay range for this position varies by geographic market and is provided for general benchmarking purposes. For more information, visit the AWS benefits page.
Job ID: A3086484
#J-18808-Ljbffr
Overview As a Principal Customer Success Specialist Connect within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, 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 has enterprise sales or deployment experience in Contact Center as a Service (or similar solutions) and a passion for customer experience and problem-solving. You will help customers scale Amazon Connect across global businesses while navigating technical and organizational challenges, and you will bring customer feedback into the product development process.
Key job responsibilities
Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Amazon Connect in collaboration with the Connect domain teams.
Develop and scale customer success programs through respective Connect domain teams and partner success teams.
Collaborate with the Amazon Connect Customer Success Specialists to understand customer employee personas, assess needs and challenges; 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
Create and maintain best practices documentation, implementation guides, and training materials applicable 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 risks or adoption barriers to customer business value realization.
Drive customer advocacy through success story documentation and participation in advocacy programs.
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 AWS values diverse experiences. Even if you do not meet all of the preferred qualifications, we encourage you to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Qualifications 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 or 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.
Additional information 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 the AWS accommodations page for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. The base pay range for this position varies by geographic market and is provided for general benchmarking purposes. For more information, visit the AWS benefits page.
Job ID: A3086484
#J-18808-Ljbffr