Amazon Web Services (AWS)
Principal Observability Customer Success Specialist, AWS Specialist and Partner
Amazon Web Services (AWS), East Palo Alto, California, United States
Overview
Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization — AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing business and technical expertise to help customers succeed. Partner teams own strategy, recruiting, development, and growth of key technology and consulting partners to provide customers with the expertise and scale to build innovative solutions for complex challenges. Today, AWS\'s observability services are critical for customers running modern applications at scale.
As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, you will drive enterprise adoption and value realization for customers in post-launch journeys around observability. You will engage with relevant customer personas in large, strategic enterprise customers, be technically credible in observability solutions (commercial and open-source), and shape the customer journey while developing your team\'s capabilities. The ideal candidate has enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices, and is passionate about helping customers achieve operational excellence through effective observability implementation.
This role is cross-functional and engages with AWS teams across sales, solutions architecture, and AWS services, working with customers at the CxO level to maximize observability investments. You will develop customer success strategies, create playbooks, and build scalable frameworks that combine strategic thinking with operational and technical excellence. You will support service adoption plays in collaboration with Observability GTM, Customer Success Specialist teams, partners, and Professional Services.
Key responsibilities
Work directly with customers to implement observability solutions, 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 AWS Customer Success Specialists to understand customer personas, assess needs, and deliver tailored technical workshops and enablement programs
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 for multiple service domains
Track and analyze adoption metrics to measure effectiveness and identify improvement areas
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 and encourages candidates to apply even if not all preferred qualifications are met. AWS is a global cloud platform focused on helping customers succeed with innovative solutions.
Basic Qualifications
9+ years of leading large-scale technical or engineering programs with a proven record of thought leadership, business case development, delivering customer benefits, and successful program completion
5+ years of customer-facing work, engaging with customer 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, or SAFe certification
AWS certifications such as AWS Solutions Architect Associate and/or AWS SysOps Administrator
Experience implementing cloud services including migrations and modernization projects
Amazon is an equal opportunity employer. For accommodations during application and hiring, visit https://amazon.jobs/content/en/how-we-hire/accommodations. This position will remain posted until filled. Job ID: A3047637
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As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, you will drive enterprise adoption and value realization for customers in post-launch journeys around observability. You will engage with relevant customer personas in large, strategic enterprise customers, be technically credible in observability solutions (commercial and open-source), and shape the customer journey while developing your team\'s capabilities. The ideal candidate has enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices, and is passionate about helping customers achieve operational excellence through effective observability implementation.
This role is cross-functional and engages with AWS teams across sales, solutions architecture, and AWS services, working with customers at the CxO level to maximize observability investments. You will develop customer success strategies, create playbooks, and build scalable frameworks that combine strategic thinking with operational and technical excellence. You will support service adoption plays in collaboration with Observability GTM, Customer Success Specialist teams, partners, and Professional Services.
Key responsibilities
Work directly with customers to implement observability solutions, 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 AWS Customer Success Specialists to understand customer personas, assess needs, and deliver tailored technical workshops and enablement programs
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 for multiple service domains
Track and analyze adoption metrics to measure effectiveness and identify improvement areas
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 and encourages candidates to apply even if not all preferred qualifications are met. AWS is a global cloud platform focused on helping customers succeed with innovative solutions.
Basic Qualifications
9+ years of leading large-scale technical or engineering programs with a proven record of thought leadership, business case development, delivering customer benefits, and successful program completion
5+ years of customer-facing work, engaging with customer 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, or SAFe certification
AWS certifications such as AWS Solutions Architect Associate and/or AWS SysOps Administrator
Experience implementing cloud services including migrations and modernization projects
Amazon is an equal opportunity employer. For accommodations during application and hiring, visit https://amazon.jobs/content/en/how-we-hire/accommodations. This position will remain posted until filled. Job ID: A3047637
#J-18808-Ljbffr