Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization

Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization

Join to apply for the Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization role at Amazon Web Services (AWS).

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.

Today, AWS's observability services are critical for customers running modern applications  insights provided by AWS's full stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict, and prevent problems. As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence organization, you will drive enterprise adoption and value realization for customers in their post‑launch journeys around observability.

In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers. You will be technically credible in observability solutions (both commercial and open‑source solutions) while effectively shaping the customer journey and developing your team's capabilities. The ideal candidate will have enterprise experience with observability platforms, distributed systems monitoring, and modern Dev Ops practices, and will be passionate about helping customers achieve operational excellence through effective observability implementation.

This role will be deeply cross‑functional and engage with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize customers' observability investments.

• Work directly with Customers to implement observability solutions to achieve their observability goals, from basic monitoring to advanced AIOps implementations
• Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Observability (in close collaboration with the Cloud Ops domain teams)
• Develop and scale customer success programs through respective Observability domain teams and partner success team.
• Collaborate with the AWS Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the Observability team to design and deliver tailored technical workshops and enablement programs to accelerate time to value.
• Orchestrate executive alignment and stakeholder buy‑in for adoption initiatives and customer advocacy programs.

• As an adoption expert, 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.

• 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.

• 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.

• Expertise with observability platforms and tools such as:
• AWS native services (Cloud Watch, Cloud Trail, etc.)
• Open-source solutions (Prometheus, Grafana, Open Telemetry)
• Commercial solutions (Datadog, New Relic, Splunk, Dynatrace)
• Understanding of modern application architectures…