Senior Manager Customer Success Specialist - Connect Connect Specialty Sales

AWS is one of Amazons fastest growing businesses servicing millions of customers in more than 190 countries reshaping the way global enterprises consume information technology and powering the developers who are building the next generation of global industry leaders. AWS customers include some of the most innovative startups like Netflix Pinterest Airbnb and Instagram as well as some of the largest global enterprises like Shell International Unilever Hitachi Sharp BristolMyers Squibb and Samsung.
The Customer Solutions Management role is a function that owns our customers journey throughout the adoption go live and insures we are continuing to provide value as we increase retention and expand the customers footprint on AWS. The team guides our customers through the technology operational educational and governance aspects of a successful AWS cloud journey. They interface with customer and AWS leadership driving collaboration between other core account groups.

In this role you will be technically capable and credible in your own right as well as effective in shaping the customer journey and skills of your team. You must enjoy learning and introducing new concepts in order to help colleagues and customers embrace and adopt new technology. Furthermore thought leadership in terms of looking beyond the technology and helping to develop out mechanism to help our customers be successful with AWS.

The ideal candidate will have enterprise sales and/or consulting experience in Contact Center as a Service or similar SaaS solutions in areas such as telecommunications VoIP and/or or CRM/ERP applications. You will be passionate about customer experience and advocacy and bring the voice of the customer into the product development process. You will enjoy solving complex problems; our customers will rely on your guidance to scale Connect across their complex global businesses overcoming technical and organizational roadblocks on the way.
Today Connect is one of AWSs fastest growing services leveraging native generative AI capabilities to improve customer and employee experiences. You will lead crossfunctional field teams in sales solutions architecture partner sales product and will work at the CxO level with customers to maximize the value of their Connect investment.

Key job responsibilities
As an Amazon Web Services (AWS) Customer Solutions Manager you will be responsible for helping guide AWS customers along their multiyear journey to the cloud. In this new highly visible role you will be ensuring that all AWS teams are working together effectively and efficiently to deliver outcomes for the customer.

You will be a critical partner to our customers leveraging your experience with large scale cloud transformations and helping shepherd them through their stages of AWS adoption. Guiding the customer through the operational educational and governance aspects of a successful AWS cloud journey.

You will interface with customer and AWS leadership driving collaboration between the other core account groups (Sales Support Solutions Architecture and Professional Services) product/engineering teams and customer teams planning and supporting major workload migrations. You will translate strategic initiatives in the account plan into executable actions working backwards from our customers key milestones. You will manage cadence by leading the reporting and tracking functions along the way. The of education plans roadmap to business outcome alignments Executive Briefing Sessions and golive events and transitions are a few items owned by the SDM that are critical to the success of our customers cloud journey.

You are encouraged to think big invent and take ownership on customer challenges. You will not only bring the best of AWS/ Amazon to our customers you will proactively help solve the customers challenges through new ideas tools and mechanisms.

Successful candidates will have a strong technical background be detail driven have excellent problem solving abilities and be exemplary communicators both at the executive and project team level. You will be a peer leader have the ability to gain stakeholder buyin negotiate and lead various teams. Your enterprise cloud experience and operational excellence will influence the teams decisions provide insight and help drive secure and robust solutions.

You will evangelize AWS services and influence customers for adopting them. You should be passionate about delivering a great customer experience by deploying AWS solutions and driving innovation and also be obsessed with contributing to the daytoday management of the customers successful migration to AWS.

A day in the life
The Amazon Connect Customer Success Specialist (CSS) will create a matrix environment with resources from our partner community Professional Services AWS account teams and Connect service team members to drive customer success. A CSS will run attach service plays customer engagements to drive adoption of migrating services work with our partner community to scale and align key members of the services team for optimization and retention efforts. Last a CSS will uncover cases that align to Connect unique business value to be shared with AWS Marketing.

About the team
The Customer Experience specialist team helps customers learn about and adopt Amazon Connect. We are one of the fastest growing AWS services and a leader in the Contact Center as a Service (CCaaS) category. As an AIpowered cloud contact center Amazon Connect delivers a rapid pace of innovation that enables companies to unlock bar raising experiences for customers and agents at lower cost.

Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.

We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.

Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.

AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

5 years experience in enterprise sales business development and/or consulting with SaaS Contact Center and Customer Experience products.
7 years of driving technology initiatives.
5 years of managing a technical team developing strategic engagements helping customers/partners deepen business and technical relationships with customers.
Bachelors or equivalent experience.

Expert knowledge of CCaaS products and industry trends.
Experience developing detailed account plans including customer value maps.
Strong analytical and problemsolving skills with the capacity to leverage data to drive informed decisionmaking.
Experience navigating customer organizational structures developing technology programs defining milestones success criteria resource allocation and ontime delivery.
8 years of managing a technical team of CSMs sales engineers or similar technical roles.

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 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 $180900/year in our lowest geographic market up to $312800/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.