Senior Customer Success Specialist, Connect Specialty Sales
Amazon Web Services (AWS), Atlanta, GA, United States
Overview
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 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.
Key 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 and 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.
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 experience.
Preferred Qualifications
PMP certification, or SCRUM/Agile, SAFe certification.
Experience implementing cloud services including migrations and modernization projects or similar.
Locations & Salary USA, GA, Atlanta - $153,600.00 - $207,800.00 USD annually USA, NY, New York - $169,000.00 - $228,600.00 USD annually USA, TX, Austin - $153,600.00 - $207,800.00 USD annually USA, WA, Seattle - $153,600.00 - $207,800.00 USD annually
Salary & Benefits Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and optional Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
EEO Statement Amazon Web Services, Inc. is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Accommodations 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, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country /region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company & Job ID Company – Amazon Web Services, Inc. Job ID: A10392702
#J-18808-Ljbffr
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.
Key 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 and 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.
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 experience.
Preferred Qualifications
PMP certification, or SCRUM/Agile, SAFe certification.
Experience implementing cloud services including migrations and modernization projects or similar.
Locations & Salary USA, GA, Atlanta - $153,600.00 - $207,800.00 USD annually USA, NY, New York - $169,000.00 - $228,600.00 USD annually USA, TX, Austin - $153,600.00 - $207,800.00 USD annually USA, WA, Seattle - $153,600.00 - $207,800.00 USD annually
Salary & Benefits Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and optional Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
EEO Statement Amazon Web Services, Inc. is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Accommodations 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, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country /region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company & Job ID Company – Amazon Web Services, Inc. Job ID: A10392702
#J-18808-Ljbffr