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 the 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 Amazon Connect focused technical aptitude to create repeatable, scalable mechanisms, and assets, that transform how AWS and our partners deliver customer success.

The Amazon Connect Customer Success Specialist (CSS) will create a matrix environment with resources from our partner community, Professional Services, AWS account teams, and Connect service team members to drive customer success. A CSS will run attach service plays, customer engagements to drive adoption of migrating services, work with our partner community to scale and align key members of the services team for optimization and retention efforts. Last, a CSS will uncover cases that align to Connect unique business value to be shared with AWS Marketing.

The ideal candidate will have enterprise sales and/or consulting experience in Contact Center as a Service or similar SaaS solutions in areas such as telecommunications, VoIP, and/or or CRM/ERP applications. You will be passionate about customer experience and advocacy and bring the voice of the customer into the product development process. You will enjoy solving complex problems; our customers will rely on your guidance to scale Connect across their complex global businesses, overcoming technical and organizational roadblocks on the way.


Key job responsibilities
Strategic customer engagement:
- Develop and execute customized success plans with customer’s enterprise adoption strategy and business goals for respective service domain.
- Develop and scale customer success programs through respective service domain teams and partner success team.
- Engage with customer employee personas to understand their unique needs and challenges; 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:
- 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

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Mentorship and Career Growth

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