Amazon Web Services (AWS)
Senior Customer Success Specialist - GenAI, AWS Specialist and Partner Organizat
Amazon Web Services (AWS), San Francisco, California, United States, 94199
Senior Customer Success Specialist – GenAI, AWS Specialist and Partner Organization
Join to apply for the Senior Customer Success Specialist – GenAI, AWS Specialist and Partner Organization role at Amazon Web Services (AWS).
This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.
As a Senior Customer Success Specialist GenAI within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will drive enterprise adoption and measurable customer business value realization for AWS generative AI services by developing and executing comprehensive customer success strategies. You will architect the frameworks, programs, and playbooks that enable AWS teams and partners to unlock value for customers through optimal adoption of AWS generative AI services. This role combines strategic thinking with operational excellence and generative AI focused technical aptitude to create repeatable, scalable mechanisms and assets that transform how AWS and our partners deliver customer success.
You will maintain an in-depth knowledge of AWS’s Generative AI services and relevant cross-functional areas to build strong relationships with field teams and customers. By driving the adoption of Generative AI technologies, you will play a pivotal role in propelling AWS’s revenue growth while helping customers stay ahead of the curve in a rapidly evolving technological landscape.
IMPORTANT NOTE:
This role requires specific experience leading organizational AI transformation. While valuable, experience as an AI practitioner (e.g., data scientist, ML engineer, AI researcher) without transformation leadership experience does not meet the requirements for this position.
Key Job Responsibilities Strategic Customer Engagement
Develop and execute customized success plans aligned with customers’ enterprise adoption strategies and business goals for the service domain.
Develop and scale customer success programs through service domain teams and partner success teams.
Engage with customer employee personas to understand unique 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‑practice 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
Monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business 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.
About the Team Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating—customers from the most successful startups to the Global 500 trust our robust suite of products and services to power their businesses.
At AWS, we value diverse experiences. Even if you do not meet all preferred qualifications, we encourage candidates to apply.
We value work‑life harmony and flexibility as part of our working culture.
Amazon’s employee‑led affinity groups foster a culture of inclusion, empowering us to embrace our differences.
We continuously raise our performance bar and provide mentorship and career‑advancing resources.
Basic Qualifications
Bachelor’s degree in mathematics, engineering, statistics, computer science, or related field, or experience as a product manager or owner.
5+ years of experience with Data & AI related technologies including AI/ML, GenAI, analytics, database, or storage.
Experience in a customer‑facing role engaging with executives, technologists, or partners to solve business problems with advanced technologies.
Travel up to 15% of the time.
6+ years in the technology industry focused on customer success, go‑to‑market roles, or management consulting serving high‑tech clients.
Understanding of the software development life cycle.
Preferred Qualifications
Master’s degree or PhD and experience building machine‑learning models or developing algorithms for business applications.
Experience in AWS cloud computing or SaaS, ideally with GenAI/AI.
Effective at communicating complex technological solutions to diverse audiences and building strong internal and external brand presence.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress, work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/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 $138,200/year in our lowest geographic market up to $239,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.
This position will remain posted until filled.
Job ID: A3138174
#J-18808-Ljbffr
This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.
As a Senior Customer Success Specialist GenAI within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will drive enterprise adoption and measurable customer business value realization for AWS generative AI services by developing and executing comprehensive customer success strategies. You will architect the frameworks, programs, and playbooks that enable AWS teams and partners to unlock value for customers through optimal adoption of AWS generative AI services. This role combines strategic thinking with operational excellence and generative AI focused technical aptitude to create repeatable, scalable mechanisms and assets that transform how AWS and our partners deliver customer success.
You will maintain an in-depth knowledge of AWS’s Generative AI services and relevant cross-functional areas to build strong relationships with field teams and customers. By driving the adoption of Generative AI technologies, you will play a pivotal role in propelling AWS’s revenue growth while helping customers stay ahead of the curve in a rapidly evolving technological landscape.
IMPORTANT NOTE:
This role requires specific experience leading organizational AI transformation. While valuable, experience as an AI practitioner (e.g., data scientist, ML engineer, AI researcher) without transformation leadership experience does not meet the requirements for this position.
Key Job Responsibilities Strategic Customer Engagement
Develop and execute customized success plans aligned with customers’ enterprise adoption strategies and business goals for the service domain.
Develop and scale customer success programs through service domain teams and partner success teams.
Engage with customer employee personas to understand unique 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‑practice 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
Monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business 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.
About the Team Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating—customers from the most successful startups to the Global 500 trust our robust suite of products and services to power their businesses.
At AWS, we value diverse experiences. Even if you do not meet all preferred qualifications, we encourage candidates to apply.
We value work‑life harmony and flexibility as part of our working culture.
Amazon’s employee‑led affinity groups foster a culture of inclusion, empowering us to embrace our differences.
We continuously raise our performance bar and provide mentorship and career‑advancing resources.
Basic Qualifications
Bachelor’s degree in mathematics, engineering, statistics, computer science, or related field, or experience as a product manager or owner.
5+ years of experience with Data & AI related technologies including AI/ML, GenAI, analytics, database, or storage.
Experience in a customer‑facing role engaging with executives, technologists, or partners to solve business problems with advanced technologies.
Travel up to 15% of the time.
6+ years in the technology industry focused on customer success, go‑to‑market roles, or management consulting serving high‑tech clients.
Understanding of the software development life cycle.
Preferred Qualifications
Master’s degree or PhD and experience building machine‑learning models or developing algorithms for business applications.
Experience in AWS cloud computing or SaaS, ideally with GenAI/AI.
Effective at communicating complex technological solutions to diverse audiences and building strong internal and external brand presence.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress, work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/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 $138,200/year in our lowest geographic market up to $239,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.
This position will remain posted until filled.
Job ID: A3138174
#J-18808-Ljbffr