Description 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 Customer Success Specialist (CSS)! WWSO is part of the AWS Specialist & Partner (ASP) org, which 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. We work backwards from our customer’s most complex and business critical problems 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 Customer Success Specialist (CSS) to join our team. As a CSS you will leverage both internal and external resources from our partner community, field account teams, AWS Professional Services, and the Connect service team to drive customer results. You will employ a methodical strategy to help customers migrate quickly to Amazon Connect in order to realize the many business and technical benefits of the service. In parallel, you will help existing customers optimize their Connect deployment while consulting these customers about the breadth of the Amazon Connect service portfolio. Key responsibilities include quantify areas of revenue expansion, identify optimization opportunities, customer enablement of service portfolio and industry use cases, while serving as the primary point of contact for all customer success-related inquiries. Key job responsibilities * Build deep relationships with customers to fully understand their business objectives, technical requirements, and optimization opportunities to create value. * Develop and execute against a comprehensive account/territory plan supporting multiple account teams to drive achievement of revenue and win goals. * Create & articulate compelling value propositions that address specific needs of your customers. * Own guiding complex, large scale, application deployments of Amazon Connect in North America, collaborating with teams in the field including Sales, Partners, Marketing, and other Specialists. * Leverage your deep expertise in the Contact Center and customer experience domain to understand the most important customer problems in your region and enable account aligned teams in the field to solve them. * Lead cross-functional initiatives to expand markets/accounts, develop scalable programs to drive adoption, and identify new opportunities within your domain. * Develop and execute goals to drive long term growth in your geography, while meeting/exceeding revenue and non-revenue driven KPI’s. * Bring customer data and market signals back to Worldwide teams to ensure we are prioritizing the building of the right features and services for our customers. * Delivering monthly/quarterly business reviews and operational planning documents for your respective tech domain and geography. * Increase adoption of Amazon Connect features over time and in a way that delivers value to customers. 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 - 5+ years of direct sales or business development in software, cloud or SaaS markets selling to C-level executives experience - Experience with project managing complex Contact Center as a Service (CCaaS) implementations - Experience influencing internal and external stakeholder - Bachelors or equivalent experience Preferred Qualifications - Experience developing detailed territory plans, that engage matrix resources from partner, field, servoce and marketing teams. - Experience with Contact Center technology transformation initiatives - Experience managing programs across cross functional teams, building processes and coordinating release schedules - Deep understanding of cloud technologies, including public and hybrid cloud platforms. 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. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $128,600/year in our lowest geographic market up to $212,600/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. This position is eligible for variable pay via a sales compensation plan. These plans pay according to achievement level against sales targets and/or business objectives. 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.