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Description

As a Senior Customer Success Specialist Connect within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will drive enterprise adoption and value realization for our contact center services. 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.

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

Why AWS?

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

Diverse Experiences

Amazon 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, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Work/Life Balance

We value work-life 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, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led 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 conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

- 5+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience

- 2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience

- Bachelor's 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

Preferred Qualifications

- PMP certification, or SCRUM/Agile, SAFe certification

- Experience implementing cloud services including migrations and modernization projects or similar

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 Company’s 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 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $138,200/year in our lowest geographic market up to $239,000/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 https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.