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 role at Amazon Web Services (AWS). You will drive enterprise adoption and measurable customer business value realization for AWS Amazon Connect services by developing and executing 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. 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. 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 and conduct impactful executive conversations on the transformational potential of Amazon Connect.
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 focused on maximizing outcomes. Adoption Program Development
- Create and maintain best practices documentation, implementation guides, and training materials specific to Amazon Connect for use across customer accounts. Track and analyze adoption metrics to measure effectiveness and identify areas for continuous improvement. Develop governance frameworks enabling sustainable, scalable adoption 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 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.
Basic Qualifications
Bachelor’s degree in Computer Science, Engineering, Math, or related field, or 5 years of product management/go-to-market/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; ideally experience with Amazon Connect. MBA or advanced degree in Business Analytics. Effective at communicating complex technological solutions to diverse audiences and building a strong internal/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 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 amazon.jobs accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $148,100/year to $244,900/year. Pay is based on factors including market location and may vary based on knowledge, skills, and experience. Amazon is a total compensation company. Depending on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total package in addition to a full range of benefits. For more information, please visit 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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Principal, Customer Success Specialist - Connect, AWS Specialist and Partner Organization role at Amazon Web Services (AWS). You will drive enterprise adoption and measurable customer business value realization for AWS Amazon Connect services by developing and executing 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. 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. 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 and conduct impactful executive conversations on the transformational potential of Amazon Connect.
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 focused on maximizing outcomes. Adoption Program Development
- Create and maintain best practices documentation, implementation guides, and training materials specific to Amazon Connect for use across customer accounts. Track and analyze adoption metrics to measure effectiveness and identify areas for continuous improvement. Develop governance frameworks enabling sustainable, scalable adoption 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 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.
Basic Qualifications
Bachelor’s degree in Computer Science, Engineering, Math, or related field, or 5 years of product management/go-to-market/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; ideally experience with Amazon Connect. MBA or advanced degree in Business Analytics. Effective at communicating complex technological solutions to diverse audiences and building a strong internal/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 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 amazon.jobs accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $148,100/year to $244,900/year. Pay is based on factors including market location and may vary based on knowledge, skills, and experience. Amazon is a total compensation company. Depending on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total package in addition to a full range of benefits. For more information, please visit 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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