Senior Customer Success Specialist

6 days ago

New York, New York, United States Amazon Full time
About the Role

We are seeking a highly skilled Senior Customer Success Specialist to join our Amazon Connect team. As a key member of our organization, you will be responsible for driving adoption of Amazon Connect with enterprise customers in North America.

Key Responsibilities
  • Own and manage complex, large-scale Amazon Connect deployments in North America, collaborating with cross-functional teams.
  • Leverage your expertise in Contact Center and customer experience to understand customer problems and enable account-aligned teams 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, meeting/exceeding revenue and non-revenue-driven KPIs.
  • Bring customer data and market signals back to Worldwide teams to inform feature development and service prioritization.
  • Deliver monthly/quarterly business reviews and operational planning documents for your respective tech domain and geography.
About the Team

The Customer Success Specialist team helps customers learn about and adopt Amazon Connect, a fast-growing AWS service and leader in the Contact Center as a Service (CCaaS) market segment. As an AI-powered cloud contact center, Amazon Connect delivers rapid innovation, enabling companies to unlock bar-raising experiences for customers and agents at lower cost.

About Amazon

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and continue to innovate, with customers from successful startups to Global 500 companies trusting our robust suite of products and services to power their businesses.

What We Offer

We value work-life harmony and 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. We also offer a range of benefits, including medical, financial, and other perks.

Basic Qualifications
  • 5+ years of direct sales or business development in software, cloud, or SaaS markets selling to C-level executives.
  • 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.

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