Senior Customer Success Specialist, Connect Specialty Sales

About the role

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, and product, and will work at the CxO level with customers to maximize the value of their Connect investment.

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.
• Create a matrix environment with resources from our partner community, Professional Services, AWS account teams, and Connect service team members to drive customer success.
• Run attach service plays and 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.
• Uncover cases that align to Connect unique business value to be shared with AWS Marketing.

Requirements

• Bachelor's degree in science, technology, engineering, math, business or equivalent.
• Experience 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 in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies.
• 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.

Benefits

Amazon offers comprehensive benefits including:

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans).
• Employee Assistance Program (EAP), Mental Health Support, Medical Advice Line.
• Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.

Pay

• USA, GA, Atlanta: $153,600.00 - $207,800.00 USD annually
• USA, NJ, Jersey City: $169,000.00 - $228,600.00 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

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.

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 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.

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 the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here 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. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.