Sr Worldwide Customer Success Specialist

2 weeks ago

Kirkland, United States Amazon Web Services, Inc. Full time

Sr Worldwide Customer Success Specialist - Amazon Connect Job ID: 2740028 | Amazon Web Services, Inc. Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the business savvy, customer experience and contact center 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 a Service Acceleration Specialist The Worldwide Specialist Organization (WWSO) is part of AWS Sales, Marketing, and Global Services (SMGS), 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 continues to grow rapidly, we seek a Sr Worldwide Sales Specialist responsible for driving adoption of Amazon Connect with enterprise customers in North America. This role will own a portfolio of Amazon Connect migration projects and manage them to completion. You will be responsible for overseeing overall project status, bringing in necessary resources from within AWS and our partners, and working with customer project managers to complete their customer experience transformation initiatives with Amazon Connect. Once customers have moved to Amazon Connect, you will help them identify opportunities to innovate and optimize their contact center environment. The Sr Worldwide Sales Specialist will closely align with the AWS account team and Customer Experience Specialist team. You will be at the heart of building our Amazon Connect business and helping customers adopt our enterprise-class CCaaS application. Your customers leverage our state-of-the-art service on AWS to innovate and deliver premier experiences to their employees and customer. If you are passionate about helping our customers deliver world-class customer experiences, and you are prepared to work in a fast-paced environment, execute against ambitious goals, and consistently embrace the Amazon Culture, then we welcome you to learn more about this exciting role. Key job responsibilities 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. About the team The Customer Experience specialist team helps customers learn about and adopt Amazon Connect, the fast growing AWS service and a leader in the Contact Center as a Service (CCaaS) market segment. 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. BASIC QUALIFICATIONS 5+ years of direct sales or business development in software, cloud or SaaS markets selling to C-level executives experience 5+ years of business development, partner development, sales or alliances management experience Experience with project managing complex Contact Center as a Service (CCaaS) implementations Experience influencing internal and external stakeholders PREFERRED QUALIFICATIONS Experience with 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. #J-18808-Ljbffr

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