Customer Success Specialist - Connect PubSec
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 with Public Sector experience. 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 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.
Key job responsibilities
* 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.
* Deliver compelling presentations, product demos, sample solutions and programs, events, and discussions to enable customer success.
* Build customer skills and proficiency with Connect.
* Engage with C-level stakeholders to understand the value proposition of Connect and uncover new areas of business value.
* Develop account plans in conjunction with field teams.
* Meet annual revenue targets through increased adoption of Connect.
* Work with partners and ISVs to extend reach & drive adoption of AWS solutions.
A day in the life
The Amazon Connect Customer Success Specialist (CSS) will create a matrix environment with resources from our partner community, Professional Services, AWS account teams, and Connect service team members to drive customer success. A CSS will run attach service plays, customer engagements to drive adoption of migrating services, work with our partner community to scale and align key members of the services team for optimization and retention efforts. Last, a CSS will uncover cases that align to Connect unique business value to be shared with AWS Marketing.
About the team
The Customer Experience specialist team helps customers learn about and adopt Amazon Connect. We are one of the fastest growing AWS services and a leader in the Contact Center as a Service (CCaaS) category. As an AI-powered cloud contact center, Amazon Connect delivers a rapid pace of innovation that enables companies to unlock bar raising experiences for customers and agents at lower cost.
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.
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.
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 in the cloud.
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
AWS values diverse experiences. Even if you do not meet all of the 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.
BASIC QUALIFICATIONS
3+ years’ experience in enterprise sales, business development, and/or consulting with SaaS Contact Center and Customer Experience products.
3+ years of business development, partner development, sales or alliance management experience.
5+ years of experience driving technology initiatives
Experience with managing complex, multi-stakeholder projects and delivering solutions.
Six Sigma, PMP or SAFe certified or related experience.
Bachelors or equivalent experience
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.
Ability to apply technical solutions to solve customer experience issues at scale.
Experience navigating customer organizational structures, developing technology programs, defining milestones, success criteria, resource allocation and on-time delivery.
Experience in public sector.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $118,200/year in our lowest geographic market up to $204,300/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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.