Amazon Web Services (AWS)
Principal Observability Customer Success Specialist, AWS Specialist and Partner
Amazon Web Services (AWS), Boston, Massachusetts, us, 02298
Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization
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Description
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.
Today, AWS’s observability services are critical for customers running modern applications at scale. The insights provided by AWS’ full‑stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict, and prevent problems. As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence organization, you will drive enterprise adoption and value realization for Customers in their post‑launch journeys around observability. In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers, be technically credible in observability solutions (both commercial and open‑source), and effectively shape the customer journey and develop your team's capabilities.
Key job responsibilities Strategic Customer Engagement
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 close collaboration with the CloudOps domain teams.
Develop and scale customer success programs through respective observability domain teams and partner success teams.
Collaborate with the AWS Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the observability team to design and deliver tailored technical workshops and enablement programs to accelerate time to value.
Orchestrate executive alignment and stakeholder buy‑in for adoption initiatives and customer advocacy programs.
Adoption Program Development
As an adoption expert, 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
Design and 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.
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
Basic Qualifications
10+ years of senior customer‑facing role experience
15+ years of leading complex, large‑scale, IT, technical or engineering programs experience
Bachelor's degree in Science, Technology, Engineering, Math, or a related field
Experience in a senior customer‑facing role
Experience in leading complex, large‑scale, IT, technical or engineering programs
Experience working with current technologies (especially cloud)
Preferred Qualifications
PMP/SCRUM/Agile certification or SAFe certification
Knowledge of key technology and market trends
Knowledge of the software development/engineering lifecycle from conception to delivery
Experience implementing AWS/cloud services>
Equal‑Opportunity Employer Statement 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 working safely and cooperatively with other employees, supervisors, and staff; adhering to standards of excellence despite stressful conditions; communicating effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and following 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. Pursuant to the Los Angeles County 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, including support for the interview or onboarding 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.
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Get AI-powered advice on this job and more exclusive features.
Description
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.
Today, AWS’s observability services are critical for customers running modern applications at scale. The insights provided by AWS’ full‑stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict, and prevent problems. As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence organization, you will drive enterprise adoption and value realization for Customers in their post‑launch journeys around observability. In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers, be technically credible in observability solutions (both commercial and open‑source), and effectively shape the customer journey and develop your team's capabilities.
Key job responsibilities Strategic Customer Engagement
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 close collaboration with the CloudOps domain teams.
Develop and scale customer success programs through respective observability domain teams and partner success teams.
Collaborate with the AWS Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the observability team to design and deliver tailored technical workshops and enablement programs to accelerate time to value.
Orchestrate executive alignment and stakeholder buy‑in for adoption initiatives and customer advocacy programs.
Adoption Program Development
As an adoption expert, 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
Design and 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.
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
Basic Qualifications
10+ years of senior customer‑facing role experience
15+ years of leading complex, large‑scale, IT, technical or engineering programs experience
Bachelor's degree in Science, Technology, Engineering, Math, or a related field
Experience in a senior customer‑facing role
Experience in leading complex, large‑scale, IT, technical or engineering programs
Experience working with current technologies (especially cloud)
Preferred Qualifications
PMP/SCRUM/Agile certification or SAFe certification
Knowledge of key technology and market trends
Knowledge of the software development/engineering lifecycle from conception to delivery
Experience implementing AWS/cloud services>
Equal‑Opportunity Employer Statement 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 working safely and cooperatively with other employees, supervisors, and staff; adhering to standards of excellence despite stressful conditions; communicating effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and following 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. Pursuant to the Los Angeles County 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, including support for the interview or onboarding 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.
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