Amazon Web Services (AWS)
Principal, Customer Success Specialist - Connect, AWS Specialist and Partner Org
Amazon Web Services (AWS), New York, New York, us, 10261
Overview
Principal, Customer Success Specialist - Connect, AWS Specialist and Partner Organization at Amazon Web Services (AWS). As 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, conducting 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 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 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 specific to Amazon Connect. Track and analyze adoption metrics to measure effectiveness and identify areas for continuous improvement. Develop governance frameworks that enable sustainable, scalable adoption within customer organizations. Customer Success Management Monitor customer health dashboards and proactively identify and address risks or adoption barriers that could impact business value realization. Drive customer advocacy through success story documentation and participation in customer success initiatives. Product Feedback Loop Collect and communicate customer feedback, insights, and requirements to AWS Go-To-Market and product teams. Analyze trends 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 continuously innovate to power customer success.
Qualifications
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 experience. 10+ years in the technology industry focused on customer success, go-to-market, or management consulting serving high-tech clients. 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, ideally with Amazon Connect. MBA or advanced degree in Business Analytics. Effective at communicating complex technical 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. If you require a workplace accommodation during the application and hiring process, please visit amazon.jobs accommodations for more information.
Our compensation reflects the cost of labor across several US geographic markets. Base pay ranges from $164,500/year to $284,300/year depending on location and experience. Additional compensation may include equity, sign-on payments, and other benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Company: Amazon Web Services, Inc.
Job ID: A3071289
#J-18808-Ljbffr
Principal, Customer Success Specialist - Connect, AWS Specialist and Partner Organization at Amazon Web Services (AWS). As 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, conducting 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 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 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 specific to Amazon Connect. Track and analyze adoption metrics to measure effectiveness and identify areas for continuous improvement. Develop governance frameworks that enable sustainable, scalable adoption within customer organizations. Customer Success Management Monitor customer health dashboards and proactively identify and address risks or adoption barriers that could impact business value realization. Drive customer advocacy through success story documentation and participation in customer success initiatives. Product Feedback Loop Collect and communicate customer feedback, insights, and requirements to AWS Go-To-Market and product teams. Analyze trends 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 continuously innovate to power customer success.
Qualifications
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 experience. 10+ years in the technology industry focused on customer success, go-to-market, or management consulting serving high-tech clients. 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, ideally with Amazon Connect. MBA or advanced degree in Business Analytics. Effective at communicating complex technical 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. If you require a workplace accommodation during the application and hiring process, please visit amazon.jobs accommodations for more information.
Our compensation reflects the cost of labor across several US geographic markets. Base pay ranges from $164,500/year to $284,300/year depending on location and experience. Additional compensation may include equity, sign-on payments, and other benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Company: Amazon Web Services, Inc.
Job ID: A3071289
#J-18808-Ljbffr