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

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<strong>Description<br><br></strong>As a Principal Customer Success Specialist Connect within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will drive enterprise adoption and value realization from one of our fastest growing solutions, Amazon Connect. You will develop customer success strategies, create playbooks, and build scalable frameworks that combine strategic thinking with operational excellence and technical expertise. Working closely with the Connect GTM and Customer Success Specialist teams, partners, and Professional Services, you will support service adoption plays. The ideal candidate brings enterprise sales or deployment experience in Contact Center as a Service (or similar solutions), along with a passion for customer experience and problem-solving. Your expertise will help customers scale Amazon Connect across their global businesses while navigating technical and organizational challenges, and you will play a crucial role in bringing customer feedback into the product development process.<br><br>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.<br><br>Key job responsibilities<br><br><strong>Strategic Customer Engagement<br><br></strong><ul><li> Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Amazon Connect (in close collaboration with the Connect domain teams)</li><li> Develop and scale customer success programs through respective Connect domain teams and partner success team.</li><li> Collaborate with the Amazon Connect Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the the Connect team to design and deliver tailored technical workshops and enablement programs to accelerate adoption.</li><li> Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.<br><br></li></ul><strong>Adoption Program Development<br><br></strong><ul><li> As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.</li><li> Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.</li><li> Develop governance frameworks for sustainable adoption at scale across domains.<br><br></li></ul><strong>Customer Success Management<br><br></strong><ul><li> Design and monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.</li><li> Drive customer advocacy through success story documentation and advocacy program participation.<br><br></li></ul><strong>Product Feedback Loop<br><br></strong><ul><li> Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.</li><li> Analyze trends in customer requests and pain points to identify potential product improvements.<br><br></li></ul><strong>About The Team<br><br></strong>Diverse Experiences<br><br>AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.<br><br>Why AWS?<br><br>Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.<br><br>Inclusive Team Culture<br><br>AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.<br><br>Mentorship & Career Growth<br><br>We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.<br><br>Work/Life Balance<br><br>We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve<br><br><strong>Basic Qualifications<br><br></strong><ul><li> 5+ years’ experience in enterprise sales, business development, and/or consulting with SaaS Contact Center and Customer Experience products.</li><li> 5+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience</li><li> Bachelor's degree in science, technology, engineering, math, business or equivalent</li><li> Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams<br><br></li></ul><strong>Preferred Qualifications<br><br></strong><ul><li> AWS certifications such as AWS SAA, Connect Specialist Badge.</li><li> Experience implementing cloud services including migrations and modernization projects or similar<br><br></li></ul>Expert knowledge of CCaaS products and industry trends.<br><br>Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.<br><br>Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.<br><br>Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.<br><br>Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.<br><br>Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $164,500/year in our lowest geographic market up to $284,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.<br><br><br><strong>Company</strong> - Amazon Web Services, Inc.<br><br>Job ID: A3012093

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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