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

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.

• 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 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.
• 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/SCRUM/Agile certification or are you SAFe certified
• Knowledge of key technology and market trends
• Knowledge of the software development/engineering lifecycle from conception to delivery
• Experience implementing AWS/cloud services

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