Principal Customer Success Specialist - Connect, AWS Specialist and Partner Organization

As a Principal Customer Success Specialist Connect within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org you will drive enterprise adoption and value realization from one of our fastest growing solutions Amazon Connect. You will develop customer success strategies create playbooks and build scalable frameworks that combine strategic thinking with operational excellence and technical expertise. Working closely with the Connect GTM and Customer Success Specialist teams partners and Professional Services you will support service adoption plays. The ideal candidate brings enterprise sales or deployment experience in Contact Center as a Service (or similar solutions) along with a passion for customer experience and problem-solving. Your expertise will help customers scale Amazon Connect across their global businesses while navigating technical and organizational challenges and you will play a crucial role in bringing customer feedback into the product development process.

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.

Key job responsibilities
Strategic customer engagement:
- Develop execute and test adoption and expansion plays for enterprise adoption and business value realization for Amazon Connect (in close collaboration with the Connect domain teams)
- Develop and scale customer success programs through respective Connect domain teams and partner success team.
- Collaborate with the Amazon Connect Customer Success Specialists to understand customer employee personas assess their unique needs and challenges; engage with the the Connect team to 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:
- As an adoption expert create and maintain best practices 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.

About the team
Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred 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.

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Work/Life Balance

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- 5 years experience in enterprise sales business development and/or consulting with SaaS Contact Center and Customer Experience products.
- 5 years of customer-facing work engaging with customer executives technologists or partners to solve business problems with advanced technologies experience
- Bachelors degree in science technology engineering math business or equivalent
- Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams

- AWS certifications such as AWS SAA Connect Specialist Badge.
- Experience implementing cloud services including migrations and modernization projects or similar
Expert knowledge of CCaaS products and industry trends.

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 $164500/year in our lowest geographic market up to $284300/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/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.