Principal Customer Success Specialist - Gen AI, Customer Success Center of Excellence

Principal Customer Success Specialist - Gen AI, Customer Success Center of Excellence

Job :  | AWS EMEA SARL (UK Branch)

AWS is seeking a Principal Customer Success Specialist - Gen AI to transform how organizations plan, execute, and operate their businesses through adoption of Amazon Quick and AWS's generative AI platform. This senior individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence requires a combination of executive-level strategic vision and practical credibility to help customers fundamentally reimagine their business processes using AI.

Amazon Quick is AWS's enterprise AI platform that enables organizations to transform how work gets done, from knowledge management and research to decision-making and operational workflows. This role focuses on helping customers move beyond AI experimentation to systematic business process reinvention at enterprise scale.

Key job responsibilities:

• Strategic Customer Transformation – Design and lead comprehensive “business execution” transformation strategies for enterprise customers adopting Amazon Quick and AWS Gen AI services, addressing process redesign, organizational capabilities, change management, and value realization through integrated frameworks and executive alignment.
• Offering Development & Scaling – Build repeatable transformation methodologies, maturity models, and assessment frameworks that enable AWS and partners to guide customers from AI experimentation to systematic business process reinvention at scale; synthesize learnings from customer engagements into documented playbooks, best practices, and success patterns that inform AWS product roadmap and GTM strategy.
• Partner Ecosystem Enablement – Co‑develop transformation offerings with strategic consulting partners (GSIs, SIs, boutique AI consultancies) and support the partner‑led organization as they create enablement programs, including training, certification, and delivery toolkits, that scale high‑quality customer success delivery through the partner ecosystem.
• Customer Success Management – Monitor customer transformation health and proactively address adoption barriers while driving measurable business value realization (productivity gains, cost reduction, decision quality improvement) through structured success planning and executive business reviews.
• Thought Leadership & Innovation – Develop leading point‑of‑view content, maturity models, and best practices for AI‑powered business execution transformation that establish AWS intellectual leadership; influence Amazon Quick product roadmap through synthesized customer insights and represent AWS as a recognized expert at industry forums and executive events.

• Experience leading large enterprise transformations with AWS/cloud services.
• 10+ years in senior customer‑facing roles including customer success management, strategic consulting, or business transformation advisory, with direct accountability for enterprise customer outcomes.
• 15+ years leading complex, large‑scale business transformation or organizational change programs with significant technology enablement components in enterprise contexts.
• Deep expertise in enterprise business execution and process transformation, with direct experience advising organizations through significant operational reinvention initiatives (not just technology implementations).
• L300+ understanding of Amazon Quick capabilities (AI‑powered search, research agents, custom agents, workflows, knowledge management) and the AWS Gen AI platform (Amazon Bedrock, Sage Maker, foundational models, RAG architectures) with ability to articulate technical capabilities in business value terms to executive audiences.
• Demonstrated experience leading enterprise change management initiatives involving AI/automation adoption, including organizational capability building and adoption measurement.

• AWS certification such as AWS Solutions Architect or a similar cloud certification.
• Proven track record developing and scaling customer success programs or transformation methodologies, including creating original frameworks adopted…