Sr. Customer Success Specialist - Connect, AWS Specialist and Partner Organization

Amazon Web Services (AWS); Santa Clara (CA); On-site; USD 138,000 - 239,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a Sr. Customer Success Specialist to enhance adoption and business value of the Amazon Connect suite. This role requires developing strategic customer engagement plans and program management skills, focusing on technical solutions in a dynamic environment. With a strong emphasis on customer advocacy and problem-solving, you will work closely with partners and executive teams to drive success.

Qualifications

• 5+ years leading large-scale technical or engineering programs.
• 2+ years customer-facing experience engaging with executives or partners.
• Experience leading cross-functional transformation projects.

Responsibilities

• Develop and execute success plans aligned with customer strategies.
• Monitor and analyze adoption metrics for continuous improvement.
• Proactively monitor customer health dashboards and address risks.

Skills

Customer Advocacy

Problem Solving

Strategic Thinking

Education

Bachelor's degree in STEM, business, or equivalent

Job description

Sr. Customer Success Specialist - Connect, AWS Specialist and Partner Organization

Join to apply for the Sr. Customer Success Specialist - Connect, AWS Specialist and Partner Organization role at Amazon Web Services (AWS)

Job Description

As Sr. Customer Success Specialist Connect within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will drive enterprise adoption and measurable customer business value realization for Amazon Connect suite of services by developing and executing comprehensive customer success strategies. You will architect frameworks, programs, and playbooks that enable AWS teams and partners to unlock value for customers through optimal adoption of Amazon Connect suite of services. This role combines strategic thinking with operational excellence and technical aptitude focused on Amazon Connect to create scalable mechanisms and assets that transform customer success delivery.

The Amazon Connect Customer Success Specialist (CSS) will coordinate resources from our partner community, Professional Services, AWS account teams, and Connect service team members to drive customer success. Responsibilities include running service plays, engaging with customers to promote migration and adoption, working with partners to scale and align efforts for retention, and sharing success stories with AWS Marketing.

The ideal candidate will have enterprise sales and/or consulting experience in Contact Center as a Service or similar SaaS solutions, such as telecommunications, VoIP, or CRM/ERP applications. Passion for customer experience and advocacy, along with problem-solving skills, are essential. You will guide customers in scaling Connect across complex global businesses, overcoming technical and organizational challenges.

Key Responsibilities

Strategic Customer Engagement

• Develop and execute success plans aligned with customer enterprise adoption strategies and business goals.
• Scale customer success programs through service domain teams and partners.
• Engage with customer personas to understand needs; deliver tailored workshops and enablement programs.
• Secure executive buy-in for adoption initiatives and advocacy programs.

Adoption Program Development

• Create and maintain best practices, guides, and training materials.
• Monitor and analyze adoption metrics for continuous improvement.
• Establish governance frameworks for sustainable adoption at scale.

Customer Success Management

• Proactively monitor customer health dashboards, address risks, and barriers.
• Drive customer advocacy through success stories and participation in advocacy programs.

Product Feedback Loop

• Gather and communicate customer feedback to Go-To-Market teams.
• Identify trends and pain points for product improvements.

About The Team

Why AWS? AWS is the world’s most comprehensive cloud platform, trusted by startups and Fortune 500 companies alike. We foster diversity, work/life balance, inclusion, mentorship, and career growth. Our inclusive culture and ongoing learning opportunities empower our employees to excel.

Basic Qualifications

• 5+ years leading large-scale technical or engineering programs with proven results.
• 2+ years customer-facing experience engaging with executives or partners.
• Bachelor's degree in STEM, business, or equivalent.
• Experience leading cross-functional transformation projects.

Preferred Qualifications

• PMP, SCRUM/Agile, or SAFe certification.
• Experience with cloud services migrations and modernization projects.

Amazon is an equal opportunity employer. We consider qualified applicants with arrest and conviction records, and provide accommodations for applicants with disabilities.

Compensation varies by location, with a range from $138,200 to $239,000 annually, plus benefits. Please apply via our careers site. This position remains open until filled.