Amazon Web Services (AWS)
Principal Observability Customer Success Specialist, AWS Specialist and Partner
Amazon Web Services (AWS), New York, New York, us, 10261
Overview
Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization. This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their technology domains, providing business and technical expertise to help customers succeed. Partner teams own the strategy, recruiting, development, and growth of key technology and consulting partners. Together they provide customers with the expertise and scale needed to build innovative solutions for complex challenges. Responsibilities
Work directly with Customers to implement observability solutions to achieve their observability goals, from basic monitoring to advanced AIOps implementations Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Observability (in collaboration with CloudOps domain teams) Develop and scale customer success programs through Observability domain teams and partner success teams Collaborate with the AWS Customer Success Specialists to understand customer personas, assess needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate value 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 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 risks or adoption barriers to 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 Required Technical Knowledge
Expertise with observability platforms and tools such as AWS native services (CloudWatch, CloudTrail, etc.) Open-source solutions (Prometheus, Grafana, OpenTelemetry) Commercial solutions (Datadog, New Relic, Splunk, Dynatrace) Understanding of modern application architectures (microservices, containers, serverless) Experience with DevOps practices and tools Knowledge of SRE principles and practices About The Team
AWS values diverse experiences. If you do not meet all preferred qualifications, we encourage you to apply. AWS emphasizes inclusion, mentorship, and career growth, with a culture that supports work-life balance and continuous learning. Qualifications
Basic Qualifications
9+ years of leading large-scale technical or engineering programs with a proven track record 5+ years of customer-facing work engaging with executives, technologists, or partners to solve business problems with advanced technologies Bachelor\'s degree in science, technology, engineering, math, business or equivalent Preferred Qualifications
PMP, SCRUM/Agile, SAFe certification AWS certifications (e.g., Solutions Architect Associate, SysOps Administrator) Experience with cloud migrations and modernization projects Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization. This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their technology domains, providing business and technical expertise to help customers succeed. Partner teams own the strategy, recruiting, development, and growth of key technology and consulting partners. Together they provide customers with the expertise and scale needed to build innovative solutions for complex challenges. Responsibilities
Work directly with Customers to implement observability solutions to achieve their observability goals, from basic monitoring to advanced AIOps implementations Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Observability (in collaboration with CloudOps domain teams) Develop and scale customer success programs through Observability domain teams and partner success teams Collaborate with the AWS Customer Success Specialists to understand customer personas, assess needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate value 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 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 risks or adoption barriers to 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 Required Technical Knowledge
Expertise with observability platforms and tools such as AWS native services (CloudWatch, CloudTrail, etc.) Open-source solutions (Prometheus, Grafana, OpenTelemetry) Commercial solutions (Datadog, New Relic, Splunk, Dynatrace) Understanding of modern application architectures (microservices, containers, serverless) Experience with DevOps practices and tools Knowledge of SRE principles and practices About The Team
AWS values diverse experiences. If you do not meet all preferred qualifications, we encourage you to apply. AWS emphasizes inclusion, mentorship, and career growth, with a culture that supports work-life balance and continuous learning. Qualifications
Basic Qualifications
9+ years of leading large-scale technical or engineering programs with a proven track record 5+ years of customer-facing work engaging with executives, technologists, or partners to solve business problems with advanced technologies Bachelor\'s degree in science, technology, engineering, math, business or equivalent Preferred Qualifications
PMP, SCRUM/Agile, SAFe certification AWS certifications (e.g., Solutions Architect Associate, SysOps Administrator) Experience with cloud migrations and modernization projects Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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