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 customers succeed. Partner teams own the strategy, recruiting, development, and growth of key technology and consulting partners. Together, they provide customers with the expertise and scale needed to build innovative solutions for complex challenges.

AWS is seeking an experienced Contact Center as a Service (CCaaS) Customer Success Specialist for Amazon Connect. Connect, born out of Amazon’s own need for a scalable CCaaS solution, 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 Connect capabilities.

You will lead cross-functional field teams in sales, solutions architecture, partner sales, and product, working 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 CCaaS or similar SaaS solutions in areas such as telecommunications, VoIP, and/or CRM/ERP applications. You will be passionate about customer experience and advocacy, bringing the voice of the customer into the product development process.

Responsibilities

• Serve as the primary point of contact for a portfolio of strategic customer accounts, managing relationships and acting as a strategic advisor to drive enterprise-wide adoption of Amazon Connect.
• Deliver compelling presentations, product demos, sample solutions, programs, events, and discussions to enable customer success.
• Build customer skills and proficiency with Amazon 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 to meet annual revenue targets through increased adoption of Connect.
• Work with partners and ISVs to extend reach and drive adoption of AWS solutions.
• Create a matrix environment with resources from the 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.
• Collaborate with the partner community to scale and align key members of the services team for optimization and retention efforts.
• Uncover customer success stories that align with Connect’s unique business value to share 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 of experience with Amazon Connect or contact/call center technology.

Preferred Qualifications

• PMP certification, or SCRUM/Agile, SAFe certification.
• Experience implementing cloud services, including migrations and modernization projects.

Benefits

Amazon offers comprehensive benefits, including:

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional supplemental life plans).
• Employee Assistance Program (EAP), Mental Health Support, and 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 experience, qualifications, and location.

About the team

AWS values diverse experiences. Even if you do not meet all preferred qualifications and skills, 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 continue to innovate, fueled by bold ideas, fresh perspectives, and passionate voices. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Inclusion events foster stronger, more collaborative teams.

We offer mentorship and career growth opportunities, continuously raising our performance bar to become Earth’s Best Employer. You’ll find knowledge-sharing, mentorship, and career-advancing resources to help you develop into a better-rounded professional.

We value work-life harmony, ensuring success at work does not come at the expense of sacrifices at home. Flexibility is part of our working culture, supporting employees both in the workplace and at home.