Security-Cleared Technical Customer Success Specialist

Amazon Web Services (AWS); Arlington (VA); On-site; USD 52,000 - 91,000; Full time

Job summary

AWS Customer Success Representative role within the AWS Applied AI Solutions and Enterprise team focuses on delivering exceptional service to US Government and enterprise customers. You will resolve complex billing issues, analyze account activity, and guide customers through reporting, budgets, and usage options.

The position requires an active TS/SCI clearance with polygraph and involves collaboration with TAMs, Sales, and Solution Architects to ensure successful outcomes for AWS customers.

Qualifications

• 2+ years of work in the customer service/contact center industry
• Current, active US Government Security Clearance of TS/SCI with Polygraph

Responsibilities

• Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
• Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback
• Performing deep dive analysis on USG / Enterprise customer accounts and billing statements
• Educate customers on reporting options, alerts and budgets
• Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
• Working with customer support peers around the globe to ensure a consistent and high-quality level of support
• Driving projects that improve customer interactions with AWS account and billing information
• Acting as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assisting with Enterprise customer communication during AWS critical launches and support events
• Assuming responsibility for developing detailed knowledge about AWS specific product and features
• Work with AWS teams to drive resolution of issues for customers
• Making sure internal knowledge reference pages are updated

Skills

Customer service

Communication

Security clearance TS/SCI

Education

Associate's degree or above

Tools

SQL

Relational databases

Job description

AWS Customer Success Representative role within the AWS Applied AI Solutions and Enterprise team focuses on delivering exceptional service to US Government and enterprise customers. You will resolve complex billing issues, analyze account activity, and guide customers through reporting, budgets, and usage options.

The position requires an active TS/SCI clearance with polygraph and involves collaboration with TAMs, Sales, and Solution Architects to ensure successful outcomes for AWS customers.