Amazon Web Services (AWS)
Principal, Customer Success Specialist - Connect, AWS Specialist and Partner Org
Amazon Web Services (AWS), Austin, Texas, us, 78716
Overview
Principal, Customer Success Specialist – Connect, AWS Specialist and Partner Organization. You will drive enterprise adoption and customer 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 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. You will articulate AWS’s Amazon Connect strategy and capabilities to customers, conducting impactful executive conversations on the transformational potential of Amazon Connect. Your success will be measured by customer satisfaction, adoption metrics, and tangible business outcomes realized through Amazon Connect. Key Responsibilities
Strategic Customer Engagement: Develop and execute customized success plans aligned with customers’ enterprise adoption strategies and business goals for Amazon Connect. Executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs focused on maximizing outcomes. Adoption Program Development: Create and maintain best practices documentation, implementation guides, and training materials specific to Amazon Connect; apply 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 address risks or adoption barriers that could impact business value realization. Drive customer advocacy through success stories 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. 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 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. Ability to communicate complex technological solutions to diverse audiences and build 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 or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit amazon.jobs for more information. Our compensation reflects the cost of labor across several US geographic markets; details are provided in the job posting. 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 – Connect, AWS Specialist and Partner Organization. You will drive enterprise adoption and customer 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 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. You will articulate AWS’s Amazon Connect strategy and capabilities to customers, conducting impactful executive conversations on the transformational potential of Amazon Connect. Your success will be measured by customer satisfaction, adoption metrics, and tangible business outcomes realized through Amazon Connect. Key Responsibilities
Strategic Customer Engagement: Develop and execute customized success plans aligned with customers’ enterprise adoption strategies and business goals for Amazon Connect. Executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs focused on maximizing outcomes. Adoption Program Development: Create and maintain best practices documentation, implementation guides, and training materials specific to Amazon Connect; apply 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 address risks or adoption barriers that could impact business value realization. Drive customer advocacy through success stories 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. 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 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. Ability to communicate complex technological solutions to diverse audiences and build 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 or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit amazon.jobs for more information. Our compensation reflects the cost of labor across several US geographic markets; details are provided in the job posting. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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