Sr WW CSS Strategy Lead, Amazon Connect

This position is part of the AWS Specialist and Partner Organization (ASP). The Amazon Connect Customer Success (CSS) team drives post-sales success for Amazon Connect customers through strategic engagement on migrations expansions and AI adoption initiatives. This Tech Business Developer III role is the business owner of the CSS teams strategic initiatives and the business mechanisms that measure and drive their outcomes.
As the business owner you own the goals and outcomes of CSSs strategic initiatives not merely their logistics. You lead business strategy: you translate CSS direction into executable go-to-market initiatives define the goals and the mechanisms that drive them and own the business cadences (WBR MBR QBR) through which leadership sets direction allocates resources and holds the organization accountable to migration expansion and AI-adoption goals. You are the primary author of the narratives and reviews that turn CSS performance data into decisions.
You own the lifecycle of complex cross-functional initiatives with considerable impact working within and across VP-level organizations. You are accountable for initiative strategy defining and driving improvements quantified with metrics and influencing resource allocation and priorities across partner teams including Sales Operations and the Customer Success Center of Excellence (CS COE) who run the centralized tooling and operational logistics that support these mechanisms.


Key job responsibilities
Business Ownership of Strategic Initiatives
- Serve as the business owner for CSS strategic initiatives (migrations expansions AI adoption) owning the goals and outcomes and defining the go-to-market mechanisms that drive them. Partner teams run program logistics; you own the strategy the goals and the results.
- Lead the effort to implement CSS strategic initiatives as structured programs orchestrating cross-functional execution across Specialist Sales Solutions Architecture the Connect Service Team and central customer success operations to deliver measurable business outcomes.
- Lead business strategy for CSS: define success metrics shape initiative direction and make the trade-offs that keep initiatives aligned to CSS and ASP business goals.
Business Cadences and Executive Reporting
- Own the CSS business cadences end to end (weekly status WBR MBR QBR) as the single-threaded business owner taking the lead in managing these mechanisms and authoring the executive narratives insights and recommendations that give leadership clear actionable direction on team performance customer health revenue impact and goal attainment.
- Monitor and report out progress to leadership converting CSS performance data into decisions on priorities resourcing and risk. Primary author of strategic review documents (e.g. QBR) and contributor to longer-term planning documents (e.g. OP1/3YP).
- Own revenue realization tracking as a business outcome partnering with Finance and Service teams on account identification coverage attribution and post-sale attainment.
- Define the business requirements for how CSS collects decision-grade inputs (migration and expansion status customer insights AI adoption metrics) holding the organization accountable to the data that underpins the cadences.
Mechanisms Tooling and Operational Excellence
- Own the strategy for the mechanisms and tooling that support CSS business cadences (Asana BI dashboards internal reporting portals geographic review dashboards) defining CSS requirements and driving continuous improvement in data quality timeliness and decision usefulness.
- Serve as the primary CSS interlock with Sales Operations and central customer success operations defining Connect CSS requirements for centralized tooling and post-launch tracking and holding partner teams accountable to agreed roadmaps while they operate the logistics.
- Drive adoption of best practices for operational excellence; streamline automate or eliminate manual effort so mechanisms scale without heroics from individual contributors.
Strategic Contribution and Influence
- Contribute to CSS annual operational planning including goal-setting frameworks capacity planning inputs and mechanism design.
- Influence senior leadership and partner teams without direct authority advocating business opportunities and scalable mechanisms up to the VP level. Hire mentor and develop others as the role scales.
- Evolve the CSS business-mechanism function as business needs product launches and organizational growth demand advocating for scalable mechanisms over one-off manual solutions.


A day in the life
In this role for Connect CSS you operate at the intersection of CSS business strategy and the mechanisms that drive a given week you might be authoring the executive narrative for the upcoming QBR deciding which insights leadership needs to act on; aligning Specialist Sales and central operations on the execution plan for an expansion initiative you own as business owner; reviewing business-review data for the story it tells about goal attainment; and setting the direction for a dashboard enhancement that partner teams will build and operate.
You are the person leadership depends on to own the business cadences and tell a clear accurate story about where CSS stands against its goals. When a new business mechanism is needed (e.g. revenue realization tracking a new quarterly review format) you define the business requirements decide how CSS will meet them and drive the cross-functional alignment to make it real.
You are always looking for ways to drive better outcomes. You push for mechanisms that reduce manual effort and improve decision quality and you hold partner teams accountable for the tooling and logistics that support CSS while you keep ownership of the goals the narrative and the results.


About the team
Amazon Connect is a cloud-based contact center service that enables businesses to deliver engaging dynamic and personal customer service experiences. Built on the same technology that powers Amazons own award-winning customer service at massive scale Amazon Connect leverages artificial intelligence machine learning and the broad AWS ecosystem to transform how organizations interact with their customers.
The Connect Customer Success team sits within the AWS Specialist and Partner Organization and is chartered to accelerate customer outcomes across the Amazon Connect installed base. The team drives migrations from legacy on-premises platforms to Amazon Connect supports expansion of existing deployments and leads adoption of AI-powered capabilities such as Amazon Connect agent assist conversational analytics and generative AI capabilities. The CSS team operates globally across the Americas EMEA and APJ working in close partnership with Specialist Sales Solutions Architecture Professional Services and the Amazon Connect Service Team.

Diverse Experiences

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- 5 years of developing negotiating and executing business agreements experience
- 5 years of professional or military experience
- 5 years of working with Business Application Technologies including but not limited to End User Compute (EUC) Supply Chain Contact Center as a Service Consumer Data Applications Encrypted Communications and/or Communication Developer Services experience
- 5 years of Go-To-Market Business Development Sales or Consulting experience
- 5 years of in program management workforce strategy development or metrics-driven decision making experience
- Bachelors degree
- Experience developing strategies that influence leadership decisions at the organizational level
- Experience managing programs across cross functional teams building processes and coordinating release schedules
- Experience leading complex multi-year initiatives that may be cross-functional and/or span business and technology

- Masters degree in business data science public administration finance engineering human resources or related field or PMP certificate
- Experience interpreting data and making business recommendations
- Experience interpreting data and making business recommendations across leadership and cross-functional teams
- Experience using analytical tools for workforce metrics and reporting

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at GA Atlanta - 147900.00 - 200100.00 USD annually
USA NY New York - 162700.00 - 220200.00 USD annually
USA TX Austin - 147900.00 - 200100.00 USD annually
USA WA Seattle - 147900.00 - 200100.00 USD annually