Sr. Business Value Specialist - Amazon Connect, Customer Experience

Amazon; London; On-site; GBP 50,000 - 90,000

Job description

Sr. Business Value Specialist - Amazon Connect, Customer Experience

Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the business savvy, customer experience, contact center sales background, and skills necessary to help position AWS as the Cloud Contact as a Service (CCaaS) cloud provider of choice for customers? Do you love building new strategic and data-driven businesses? Join the Worldwide Specialist Organization (WWSO) Amazon Connect team as an Amazon Connect Business Value Specialist (BVS)!

WWSO is part of the AWS Specialist & Partner (ASP) organization, which is responsible for driving revenue, adoption, and growth from the largest and fastest growing worldwide small- and mid-market accounts to enterprise-level customers including public sector. We work backwards from our customer’s most complex and business critical challenges to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses. WWSO teams include business development, specialist and technical solutions architecture. As part of WWSO, you'll provide expertise across the entire life cycle of an AWS customer initiative, from developing ideas for new services to accelerating the adoption of established businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam.

As AWS and Amazon Connect continue to grow rapidly, we are seeking an Amazon Connect Business Value Specialist (BVS) to join our team. As a BVS, you will work closely with customers and help them maximize the financial benefits of their use of the Amazon Connect application. You will conduct in-depth analyses of the customer's contact center operations and usage patterns, provide recommendations on how to optimize their Amazon Connect implementation for cost savings, and help customers understand the total cost of ownership and economic impact of transitioning to Connect. Key responsibilities include discovering customer business outcomes and the metrics that drive them, creating a business justification proposal that articulates the quantitative benefits of a customer experience transformation based on Amazon Connect, and working with the AWS team to help customers realize the full potential of using Amazon Connect.

Key job responsibilities:

1. Engage with customers to fully understand their desired business outcomes, technical requirements, and optimization opportunities to create business value.
2. Create & present compelling proposals that address specific business needs of your customers who are considering a migration to Amazon Connect.
3. Leverage your financial analysis and customer experience domain background to understand the most important customer challenges and illustrate the financial benefits of addressing them with Amazon Connect.
4. Identify opportunities for optimizing the way our customers realize value from Amazon Connect.
5. Create tools that allow AWS teammates to run their own Amazon Connect transformation benefit analysis with their customers.

- Bachelor's degree
- Experience in developing, negotiating and executing business agreements
- Experience developing strategies that influence leadership decisions at the organizational level
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
- Experience interpreting data and making business recommendations
- Experience identifying, negotiating, and executing complex legal agreements

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.