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

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.

As Principal, Customer Success Specialist Amazon Connect within the AWS Customer Success Center of Excellence, you will drive enterprise adoption and measurable customer business value realization for AWS Amazon Connect services by developing and executing comprehensive customer success strategies. You will design and implement frameworks, programs, and playbooks that enable AWS customers to maximize outcomes through optimal adoption of AWS Amazon Connect.

This role combines strategic thinking, operational excellence, and Amazon Connect-focused technical expertise to create repeatable, scalable mechanisms and assets that transform how AWS delivers customer success. You will maintain deep knowledge of AWS Amazon Connect services and related domains to build strong relationships with customer stakeholders and internal teams. By driving adoption of Amazon Connect technologies, you will play a critical role in accelerating AWS revenue growth while helping customers enhance their contact center operations and customer engagement in a rapidly evolving market.

You will embody a learn-and-be-curious mindset to clearly articulate AWS’s Amazon Connect strategy and capabilities to customers, conducting impactful executive conversations on the transformational potential of Amazon Connect. You will help customers identify and prioritize use cases, explaining the “why” and “what” of Amazon Connect solutions at a 300-level, with detailed “how” guidance delivered by solution architects. Your success will be measured by customer satisfaction, adoption metrics, and tangible business outcomes realized through Amazon Connect.

• 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.

• As an adoption expert, create and maintain best‑practice 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.

• 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.

• 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.

• 10+ years of senior customer‑facing role experience
• 10+ years of leading complex, large‑scale, IT, technical or engineering programs experience
• Bachelor's degree in Science, Technology, Engineering, Math, or a related field
• Experience in leading complex, large‑scale, IT, technical or engineering programs
• Experienced in CCaaS design, implementation, and optimization using Amazon Connect or other platform.

• PMP/SC…