Amazon Web Services (AWS)
Principal Observability Customer Success Specialist, AWS Specialist and Partner
Amazon Web Services (AWS), Arlington, Virginia, United States, 22201
Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization
Join to apply for the Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization role at Amazon Web Services (AWS).
This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to‑market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.
Today, AWS’s observability services are critical for customers running modern applications at scale. The insights provided by AWS’s full‑stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict, and prevent problems. As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence organization, you will drive enterprise adoption and value realization for customers in their post‑launch journeys around observability. In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers. You will be technically credible in observability solutions (both commercial and open‑source solutions) while effectively shaping the customer journey and developing your team’s capabilities. The ideal candidate will have enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices. You will be passionate about helping customers achieve operational excellence through effective observability implementation.
This role will be deeply cross‑functional and engage with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize customers’ observability investments. 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 Observability GTM and Customer Success Specialist teams, partners, and Professional Services, you will support service adoption plays.
Key Job Responsibilities Strategic Customer Engagement
Work directly with customers to implement observability solutions to achieve their observability goals, from basic monitoring to advanced AIOps implementations
Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for observability (in close collaboration with the CloudOps domain teams)
Develop and scale customer success programs through respective observability domain teams and partner success team
Collaborate with the AWS Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges, and engage with the observability team to design and deliver tailored technical workshops and enablement programs to accelerate time to value
Orchestrate executive alignment and stakeholder buy‑in for adoption initiatives and customer advocacy programs
Adoption Program Development
Create and maintain best‑practice 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
Required Technical Knowledge
Expertise with observability platforms and tools such as:
AWS native services (CloudWatch, CloudTrail, etc.)
Open‑source solutions (Prometheus, Grafana, OpenTelemetry)
Commercial solutions (Datadog, New Relic, Splunk, Dynatrace)
Understanding of modern application architectures (microservices, containers, serverless)
Experience with DevOps practices and tools
Knowledge of SRE principles and practices
Basic Qualifications
10+ years of senior customer‑facing role experience
15+ years of leading complex, large‑scale, IT, technical or engineering programs experience
Bachelor’s degree in Science, Technology, Engineering, Math, or a related field
Experience in a senior customer‑facing role
Experience in leading complex, large‑scale, IT, technical or engineering programs
Experience working with current technologies (especially cloud)
Preferred Qualifications
PMP/SCRUM/Agile certification or SAFe certified
Knowledge of key technology and market trends
Knowledge of the software development/engineering lifecycle from conception to delivery
Experience implementing AWS/cloud services
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to‑market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.
Today, AWS’s observability services are critical for customers running modern applications at scale. The insights provided by AWS’s full‑stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict, and prevent problems. As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence organization, you will drive enterprise adoption and value realization for customers in their post‑launch journeys around observability. In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers. You will be technically credible in observability solutions (both commercial and open‑source solutions) while effectively shaping the customer journey and developing your team’s capabilities. The ideal candidate will have enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices. You will be passionate about helping customers achieve operational excellence through effective observability implementation.
This role will be deeply cross‑functional and engage with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize customers’ observability investments. 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 Observability GTM and Customer Success Specialist teams, partners, and Professional Services, you will support service adoption plays.
Key Job Responsibilities Strategic Customer Engagement
Work directly with customers to implement observability solutions to achieve their observability goals, from basic monitoring to advanced AIOps implementations
Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for observability (in close collaboration with the CloudOps domain teams)
Develop and scale customer success programs through respective observability domain teams and partner success team
Collaborate with the AWS Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges, and engage with the observability team to design and deliver tailored technical workshops and enablement programs to accelerate time to value
Orchestrate executive alignment and stakeholder buy‑in for adoption initiatives and customer advocacy programs
Adoption Program Development
Create and maintain best‑practice 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
Required Technical Knowledge
Expertise with observability platforms and tools such as:
AWS native services (CloudWatch, CloudTrail, etc.)
Open‑source solutions (Prometheus, Grafana, OpenTelemetry)
Commercial solutions (Datadog, New Relic, Splunk, Dynatrace)
Understanding of modern application architectures (microservices, containers, serverless)
Experience with DevOps practices and tools
Knowledge of SRE principles and practices
Basic Qualifications
10+ years of senior customer‑facing role experience
15+ years of leading complex, large‑scale, IT, technical or engineering programs experience
Bachelor’s degree in Science, Technology, Engineering, Math, or a related field
Experience in a senior customer‑facing role
Experience in leading complex, large‑scale, IT, technical or engineering programs
Experience working with current technologies (especially cloud)
Preferred Qualifications
PMP/SCRUM/Agile certification or SAFe certified
Knowledge of key technology and market trends
Knowledge of the software development/engineering lifecycle from conception to delivery
Experience implementing AWS/cloud services
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
#J-18808-Ljbffr