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

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, and they are seeking a Principal, Customer Success Specialist for Amazon Connect. This role involves driving enterprise adoption of AWS Amazon Connect services, developing customer success strategies, and ensuring customer satisfaction through tailored engagement and support.

Responsibilities:

• Develop and execute customized success plans aligned with customers’ enterprise adoption strategies and business goals for Amazon Connect
• Engage with customer employee personas to understand their unique needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate Amazon Connect adoption
• Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs focused on maximizing customer outcomes
• As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials specific to Amazon Connect, to be applied across customer accounts
• Track and analyze adoption metrics to measure effectiveness and identify areas for continuous improvement
• Develop governance frameworks that enable sustainable, scalable adoption of Amazon Connect within customer organizations
• Monitor customer health dashboards and proactively identify and address potential risks or adoption barriers that could impact business value realization
• Drive customer advocacy through success story documentation and by encouraging participation in customer success initiatives
• Collect and communicate customer feedback, insights, and requirements directly to AWS Go-To-Market and product teams
• Analyze trends in customer requests and pain points to identify opportunities for product enhancements that better meet customer needs