Principal Customer Success Specialist - Connect, AWS Specialist And Partner Organization

Principal Customer Success Specialist

As a principal customer success specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence organization, you will drive enterprise adoption and value realization from Amazon Connect. You will develop customer success strategies, create playbooks, and build scalable frameworks that combine strategic thinking with operational excellence and technical expertise. Working closely with the Connect GTM and Customer Success Specialist teams, partners, and Professional Services, you will support service adoption plays. The ideal candidate brings enterprise sales or deployment experience in Contact Center as a Service (or similar solutions), along with a passion for customer experience and problem-solving. Your expertise will help customers scale Amazon Connect across their global businesses while navigating technical and organizational challenges, and you will play a crucial role in bringing customer feedback into the product development process. 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.

Key job responsibilities:

• Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Amazon Connect.
• Develop and scale customer success programs through respective Connect domain teams and partner success team.
• Collaborate with the Amazon Connect Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the Connect team to design and deliver tailored technical workshops and enablement programs to accelerate adoption.
• Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.

Adoption program development:

• Create and maintain best practices 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.

About the team:

Diverse Experiences 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.

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. Inclusive Team Culture 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. Mentorship & Career Growth 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. Work/Life Balance 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:

• 7+ years' experience in enterprise sales, business development, and/or consulting with SaaS Contact Center and Customer Experience products.
• 7+ 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.

Preferred Qualifications:

• AWS certifications such as AWS SAA, Connect Specialist Badge.
• Experience implementing cloud services including migrations and modernization projects or similar.
• Experience in cloud computing or enterprise technology services.
• MBA or advanced degree.
• Deep understanding of enterprise customer success delivery models.
• Experience developing training and enablement programs.
• Strong program management and operational excellence skills.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.