Amazon
Senior Customer Success Specialist, Connect Specialty Sales
Amazon, Seattle, Washington, us, 98127
This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-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.
AWS is one of Amazon’s fastest growing businesses, servicing millions of customers in more than 190 countries, reshaping the way global enterprises consume information technology and powering the developers who are building the next generation of global industry leaders.
AWS customers include some of the most innovative startups like Netflix, Pinterest, Airbnb, and Instagram as well as some of the largest global enterprises like Shell International, Unilever, Hitachi, Sharp, Bristol-Myers Squibb, and Samsung.
AWS is seeking an experienced Contact Center as a Service (CCaaS) Customer Success Specialist for Amazon Connect. Connect was born out of Amazon’s own need for the best CCaaS solution that works at scale, while improving customer experience. Today, Connect is one of AWS's fastest growing services, leveraging native generative AI capabilities to improve customer and employee experiences. As a Connect Customer Success Specialist, you will act as a strategic advisor to customers, helping them innovate and optimize their contact center and customer experience through adoption of the Connect capabilities. You will lead cross-functional field teams in sales, solutions architecture, partner sales, product, and will work at the CxO level with customers to maximize the value of their Connect investment.
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 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
Serve as the primary point of contact for a portfolio of strategic customer accounts, managing relationships and being a strategic advisor, driving enterprise-wide adoption of Connect.
Deliver compelling presentations, product demos, sample solutions and programs, events, and discussions to enable customer success.
Build customer skills and proficiency with Connect.
Engage with C-level stakeholders to understand the value proposition of Connect and uncover new areas of business value.
Develop account plans in conjunction with field teams.
Meet annual revenue targets through increased adoption of Connect.
Work with partners and ISVs to extend reach & drive adoption of AWS solutions.
A day in the life 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.
About the team Diverse Experiences: AWS 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.
Basic Qualifications
5+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
Bachelor's degree in science, technology, engineering, math, business or equivalent
Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
3+ years with Amazon Connect or contact/call center technology expereince
Preferred Qualifications
PMP certification, or SCRUM/Agile, SAFe certification
Experience implementing cloud services including migrations and modernization projects or similar
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
USA, GA, Atlanta - 153,600.00 - 207,800.00 USD annually
USA, TX, Austin - 153,600.00 - 207,800.00 USD annually
USA, WA, Seattle - 153,600.00 - 207,800.00 USD annually
#J-18808-Ljbffr
AWS is one of Amazon’s fastest growing businesses, servicing millions of customers in more than 190 countries, reshaping the way global enterprises consume information technology and powering the developers who are building the next generation of global industry leaders.
AWS customers include some of the most innovative startups like Netflix, Pinterest, Airbnb, and Instagram as well as some of the largest global enterprises like Shell International, Unilever, Hitachi, Sharp, Bristol-Myers Squibb, and Samsung.
AWS is seeking an experienced Contact Center as a Service (CCaaS) Customer Success Specialist for Amazon Connect. Connect was born out of Amazon’s own need for the best CCaaS solution that works at scale, while improving customer experience. Today, Connect is one of AWS's fastest growing services, leveraging native generative AI capabilities to improve customer and employee experiences. As a Connect Customer Success Specialist, you will act as a strategic advisor to customers, helping them innovate and optimize their contact center and customer experience through adoption of the Connect capabilities. You will lead cross-functional field teams in sales, solutions architecture, partner sales, product, and will work at the CxO level with customers to maximize the value of their Connect investment.
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 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
Serve as the primary point of contact for a portfolio of strategic customer accounts, managing relationships and being a strategic advisor, driving enterprise-wide adoption of Connect.
Deliver compelling presentations, product demos, sample solutions and programs, events, and discussions to enable customer success.
Build customer skills and proficiency with Connect.
Engage with C-level stakeholders to understand the value proposition of Connect and uncover new areas of business value.
Develop account plans in conjunction with field teams.
Meet annual revenue targets through increased adoption of Connect.
Work with partners and ISVs to extend reach & drive adoption of AWS solutions.
A day in the life 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.
About the team Diverse Experiences: AWS 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.
Basic Qualifications
5+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
Bachelor's degree in science, technology, engineering, math, business or equivalent
Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
3+ years with Amazon Connect or contact/call center technology expereince
Preferred Qualifications
PMP certification, or SCRUM/Agile, SAFe certification
Experience implementing cloud services including migrations and modernization projects or similar
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
USA, GA, Atlanta - 153,600.00 - 207,800.00 USD annually
USA, TX, Austin - 153,600.00 - 207,800.00 USD annually
USA, WA, Seattle - 153,600.00 - 207,800.00 USD annually
#J-18808-Ljbffr