Principal Observability Customer Success Specialist, AWS Specialist and Partner
Amazon Web Services (AWS), New York, NY, United States
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.
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. You will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers, be technically credible in observability solutions (both commercial and open‑source) while effectively shaping the customer journey and developing your team's capabilities. The role is deeply cross‑functional and will involve collaboration with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize their observability investments.
Key job responsibilities Strategic Customer Engagement
Work directly with customers to implement observability solutions to achieve their 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; 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.
About The Team 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.
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stop innovating. Customers from startups to Global 500 companies trust our robust suite of products and services to power their businesses.
AWS values curiosity and connection. Our employee‑led and company‑sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by bold ideas, fresh perspectives, and passionate voices.
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. We provide endless knowledge‑sharing, mentorship, and career‑advancing resources to help you develop into a better‑rounded professional.
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.
Basic Qualifications
10+ years of senior customer‑facing role experience.
15+ years of leading complex, large‑scale, IT, technical or engineering programs.
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 certification.
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.
Location: USA, CA, Mountain View – $210,200.00 – $284,300.00 USD annually
Location: USA, CA, San Francisco – $210,200.00 – $284,300.00 USD annually
Location: USA, GA, Atlanta – $182,800.00 – $247,300.00 USD annually
Location: USA, MA, Boston – $182,800.00 – $247,300.00 USD annually
Location: USA, NY, New York – $201,000.00 – $272,000.00 USD annually
Location: USA, TX, Dallas – $182,800.00 – $247,300.00 USD annually
Location: USA, VA, Arlington – $182,800.00 – $247,300.00 USD annually
Location: USA, WA, Seattle – $182,800.00 – $247,300.00 USD annually
Company: Amazon Web Services, Inc. Job ID: A3143604
#J-18808-Ljbffr
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. You will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers, be technically credible in observability solutions (both commercial and open‑source) while effectively shaping the customer journey and developing your team's capabilities. The role is deeply cross‑functional and will involve collaboration with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize their observability investments.
Key job responsibilities Strategic Customer Engagement
Work directly with customers to implement observability solutions to achieve their 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; 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.
About The Team 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.
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stop innovating. Customers from startups to Global 500 companies trust our robust suite of products and services to power their businesses.
AWS values curiosity and connection. Our employee‑led and company‑sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by bold ideas, fresh perspectives, and passionate voices.
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. We provide endless knowledge‑sharing, mentorship, and career‑advancing resources to help you develop into a better‑rounded professional.
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.
Basic Qualifications
10+ years of senior customer‑facing role experience.
15+ years of leading complex, large‑scale, IT, technical or engineering programs.
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 certification.
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.
Location: USA, CA, Mountain View – $210,200.00 – $284,300.00 USD annually
Location: USA, CA, San Francisco – $210,200.00 – $284,300.00 USD annually
Location: USA, GA, Atlanta – $182,800.00 – $247,300.00 USD annually
Location: USA, MA, Boston – $182,800.00 – $247,300.00 USD annually
Location: USA, NY, New York – $201,000.00 – $272,000.00 USD annually
Location: USA, TX, Dallas – $182,800.00 – $247,300.00 USD annually
Location: USA, VA, Arlington – $182,800.00 – $247,300.00 USD annually
Location: USA, WA, Seattle – $182,800.00 – $247,300.00 USD annually
Company: Amazon Web Services, Inc. Job ID: A3143604
#J-18808-Ljbffr