Senior Customer Success Specialist - Connect

Senior Customer Success Specialist - Connect

DESCRIPTION
AWS is one of Amazon's fastest growing businesses, servicing millions of customers in more than 190 countries, reshaping the way global enterprises consume information technology and powering the developers who are building the next generation of global industry leaders. AWS customers include some of the most innovative startups like Netflix, Pinterest, Airbnb, and Instagram as well as some of the largest global enterprises like Shell International, Unilever, Hitachi, Sharp, Bristol-Myers Squibb, and Samsung.

AWS is seeking an experienced Contact Center as a Service (CCaaS) Customer Success Specialist for Amazon Connect. Connect was born out of Amazon's own need for the best CCaaS solution that works at scale, while improving customer experience. Today, Connect is one of AWS's fastest growing services, leveraging native generative AI capabilities to improve customer and employee experiences. As a Connect Customer Success Specialist, you will act as a strategic advisor to customers, helping them innovate and optimize their contact center and customer experience through adoption of the Connect capabilities. You will lead cross-functional field teams in sales, solutions architecture, partner sales, product, and will work at the CxO level with customers to maximize the value of their Connect investment.

The ideal candidate will have enterprise sales and/or consulting experience in Contact Center as a Service or similar SaaS solutions in areas such as telecommunications, VoIP, and/or CRM/ERP applications. You will be passionate about customer experience and advocacy and bring the voice of the customer into the product development process. You will enjoy solving complex problems; our customers will rely on your guidance to scale Connect across their complex global businesses, overcoming technical and organizational roadblocks on the way.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Key job responsibilities

1. Serve as the primary point of contact for a portfolio of strategic customer accounts, managing relationships and being a strategic advisor, driving enterprise-wide adoption of Connect.
2. Deliver compelling presentations, product demos, sample solutions and programs, events, and discussions to enable customer success.
3. Build customer skills and proficiency with Connect.
4. Engage with C-level stakeholders to understand the value proposition of Connect and uncover new areas of business value.
5. Develop account plans in conjunction with field teams.
6. Meet annual revenue targets through increased adoption of Connect.
7. Work with partners and ISVs to extend reach & drive adoption of AWS solutions.

BASIC QUALIFICATIONS

• Significant experience in enterprise sales, business development, and/or consulting with SaaS Contact Center and Customer Experience products.
• Significant years of business development, partner development, sales or alliance management experience.
• Significant years of experience driving technology initiatives.
• Experience with managing complex, multi-stakeholder projects and delivering solutions.

PREFERRED QUALIFICATIONS

• Expert knowledge of CCaaS products and industry trends.
• Experience developing detailed account plans, including customer value maps.
• Strong analytical and problem-solving skills, with the capacity to leverage data to drive informed decision-making.
• Familiarity with SaaS business models and enterprise software implementation best practices.
• Strong written/verbal communication skills with both technical and non-technical audiences.
• Experience navigating customer organizational structures, developing technology programs, defining milestones, success criteria, resource allocation and on-time delivery.
• Six Sigma, PMP or SAFe certified or related experience.

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.