Sr GTM Program Manager Customer Success Specialist

We are seeking an exceptional GTM Program Manager for the AWS Customer Success Center of Excellence (CS COE) to build and implement tactical customer success programs that drive scalable impact. In this role you will develop customer journey frameworks technical enablement content and datadriven analytics to deliver meaningful customer outcomes that enhance the AWS customer experience. This position offers the opportunity to design and implement solutions that empower AWS teams and partners to deliver exceptional customer success at scale.
You will be responsible for developing and optimizing customer success programs implementing predictive health scoring systems and creating operational playbooks utilized across the CS COE. A key aspect of your role will be supporting the development of engagement mechanisms and reporting frameworks that enable effective collaboration between the CS COE and field teams ensuring consistent delivery of customer success best practices and insights.
To succeed in this role you will bring technical program management expertise ability to gather deep insights from data and process design & optimization skills. Our stakeholders are broad internal and external to AWS and distributed across the globe. You will work effectively with internal endusers and crossfunctional teams to implement customer success initiatives deploy technical frameworks and deliver successfully against high standards.
The role requires orchestrating complex technical programs while managing crossfunctional initiatives. You should have experience in customer journey mapping playbook development and program implementation. You will be comfortable with ambiguity in a fastpaced and everchanging environment able to think strategically while maintaining attention to detail in daytoday program and tracking.

Key skills:
Technical program management and project orchestration
Data analytics skills and ability to build dashboards in collaboration with sales operations
Technical content development and enablement delivery
Process automation and optimization
Customer success methodology and framework deployment
Customer journey mapping and playbook development
Crossfunctional program coordination


Key job responsibilities
Build and implement tactical customer success programs and enablement content
Design and optimize customer journey frameworks and technical playbooks
Implement predictive health scoring systems and monitoring metrics
Engineer business intelligence dashboards and conduct advanced data analysis
Orchestrate daytoday program implementation and technical tracking
Support daytoday program implementation and tracking

About the team
AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector. The Worldwide Specialist Organization (WWSO) works backwards from customers to build and execute gotomarket plans that turn AWS ideas into multibilliondollar businesses and pride themselves on thinking big delivering exceptional results for our customers and working across AWS as #OneTeam.

Why AWS

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Diverse Experiences

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Work/Life Balance

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Experience using advanced analytics and machine learning to determine and drive improvements
5 years of technical program management experience
Experience architecting program strategy end to end delivery and communicating results to senior leadership
5 years of relevant work experience in technical program management customer success or related fields
3 years of experience with data engineering and creating BI dashboards using tools such as QuickSight Tableau Power BI or Excel

Bachelors degree or equivalent in Business Administration Marketing Computer Science or a related discipline
Experience developing and managing customer health scoring systems
Familiarity with customer relationship management (CRM) platforms particularly Salesforce
Understanding of cloud economics and experience working with cloud services
Strong ability to develop and maintain working relationships with all levels of internal stakeholders
Experience with data analysis and basic SQL querying for insights generation
Familiarity with project management methodologies (e.g. Agile Scrum) and tools

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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 and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys 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 including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt 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 $138200/year in our lowest geographic market up to $239000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.