Customer Success Specialist - Connect, AWS Specialist and Partner Organization
- Vancouver, BC
- Permanent
- Temps-plein
Strategic customer engagement:Develop and execute customized success plans aligned with customers' enterprise adoption strategies and business goals for Amazon Connect.Engage with customer employee personas to understand their unique needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate Amazon Connect adoption.Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs focused on maximizing customer outcomes.Adoption program development:As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials specific to Amazon Connect, to be applied across customer accounts.Track and analyze adoption metrics to measure effectiveness and identify areas for continuous improvement.Develop governance frameworks that enable sustainable, scalable adoption of Amazon Connect within customer organizations.Customer success management:Monitor customer health dashboards and proactively identify and address potential risks or adoption barriers that could impact business value realization.Drive customer advocacy through success story documentation and by encouraging participation in customer success initiatives.Product feedback loop:Collect and communicate customer feedback, insights, and requirements directly to AWS Go-To-Market and product teams.Analyze trends in customer requests and pain points to identify opportunities for product enhancements that better meet customer needs.About the team
Why AWS?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.Diverse ExperiencesAmazon 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.Work/Life BalanceWe 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 in the cloud.Inclusive Team CultureHere at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.Mentorship and Career GrowthWe'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.BASIC QUALIFICATIONS- Bachelor's degree in Computer Science, Engineering, Math, or a related field or 5 years of product management or go-to-market, or sales experience.
- 2+ years of Contact Center Solutions.
- 5+ years in the technology industry focused on customer success or in go-to-market roles, or management consulting serving high-tech clients on go-to-market topics
- Experience engaging and influencing senior customer executives, technologists and/or partners to solve complex business problems with advanced technologies
- Fluency in English and two other languages.PREFERRED QUALIFICATIONS- Experience in AWS cloud computing or SaaS, ideal if experience is in Amazon Connect.
- MBA or advanced degree in Business Analytics .
- Effective at communicating complex technological solutions to diverse audiences and building strong internal and external brand presence.
- Ability to travel up to 30% as neededAmazon 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, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.The base salary for this position ranges from $113,400/year up to $189,400/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.