Sr. GTM Program Manager, Customer Success Specialist

Amazon; Dallas (TX); On-site; USD 80,000 - 140,000; Full time

Job summary

An established industry player is seeking a Sr. GTM Program Manager to lead innovative customer success initiatives within the AWS Customer Success Center of Excellence. This role requires a blend of technical program management and data analytics skills to enhance customer experiences at scale. You will be at the forefront of designing frameworks and operational playbooks while collaborating with cross-functional teams to ensure the successful delivery of customer success best practices. If you're passionate about driving impactful customer outcomes and thrive in fast-paced environments, this opportunity is for you.

Qualifications

• 5+ years of technical program management experience.
• Experience with data engineering and creating BI dashboards.

Responsibilities

• Build and implement customer success programs and enablement content.
• Design customer journey frameworks and implement predictive health scoring.

Skills

Technical program management

Data analytics

Process automation

Customer success methodology

Customer journey mapping

Cross-functional program coordination

Education

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Bachelor's degree in Computer Science

Tools

QuickSight

Tableau

Power BI

Excel

Salesforce

Job description

Sr. GTM Program Manager, Customer Success Specialist

Job ID: 2958647 | Amazon Web Services, Inc.

We are seeking an exceptional GTM Program Manager for the AWS Customer Success Center of Excellence (CS COE) to build and implement tactical customer success programs that drive scalable impact. In this role, you will develop customer journey frameworks, technical enablement content, and data-driven analytics to deliver meaningful customer outcomes that enhance the AWS customer experience. This position offers the opportunity to design and implement solutions that empower AWS teams and partners to deliver exceptional customer success at scale.
You will be responsible for developing and optimizing customer success programs, implementing predictive health scoring systems, and creating operational playbooks utilized across the CS COE. A key aspect of your role will be supporting the development of engagement mechanisms and reporting frameworks that enable effective collaboration between the CS COE and field teams, ensuring consistent delivery of customer success best practices and insights.
To succeed in this role, you will bring technical program management expertise, ability to gather deep insights from data, and process design & optimization skills. Our stakeholders are broad, internal, and external to AWS, and distributed across the globe. You will work effectively with internal end-users and cross-functional teams to implement customer success initiatives, deploy technical frameworks, and deliver successfully against high standards.
The role requires orchestrating complex technical programs while managing cross-functional initiatives. You should have experience in customer journey mapping, playbook development, and program implementation. You will be comfortable with ambiguity in a fast-paced and ever-changing environment, able to think strategically while maintaining attention to detail in day-to-day program execution and tracking.

Key skills:

1. Technical program management and project orchestration
2. Data analytics skills and ability to build dashboards in collaboration with sales operations
3. Technical content development and enablement delivery
4. Process automation and optimization
5. Customer success methodology and framework deployment
6. Customer journey mapping and playbook development
7. Cross-functional program coordination

Key job responsibilities

1. Build and implement tactical customer success programs and enablement content
2. Design and optimize customer journey frameworks and technical playbooks
3. Implement predictive health scoring systems and monitoring metrics
4. Engineer business intelligence dashboards and conduct advanced data analysis
5. Orchestrate day-to-day program implementation and technical tracking
6. Support day-to-day program implementation and tracking

About the team

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The Worldwide Specialist Organization (WWSO) works backwards from customers to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses, and pride themselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam.

BASIC QUALIFICATIONS

1. Experience using advanced analytics and machine learning to determine and drive improvements
2. 5+ years of technical program management experience
3. Experience architecting program strategy, end to end delivery, and communicating results to senior leadership
4. 5+ years of relevant work experience in technical program management, customer success, or related fields
5. 3+ years of experience with data engineering and creating BI dashboards using tools such as QuickSight, Tableau, Power BI, or Excel

PREFERRED QUALIFICATIONS

1. Bachelor's degree or equivalent in Business Administration, Marketing, Computer Science, or a related discipline
2. Experience developing and managing customer health scoring systems
3. Familiarity with customer relationship management (CRM) platforms, particularly Salesforce
4. Understanding of cloud economics and experience working with cloud services
5. Strong ability to develop and maintain working relationships with all levels of internal stakeholders
6. Experience with data analysis and basic SQL querying for insights generation
7. Familiarity with project management methodologies (e.g., Agile, Scrum) and tools

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