About The Position
This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the architectural and customer success strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges. IMPORTANT NOTE: This role requires extensive experience leading enterprise-wide AI transformation initiatives. While valuable, experience as an AI practitioner (e.g., data scientist, ML engineer, AI researcher) without strategic transformation leadership experience does not meet the requirements for this position. As a Principal Customer Success Specialist GenAI within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will define and lead enterprise adoption strategies and drive measurable customer business value realization for AWS generative AI services across the organization. You will identify strategic opportunities from the customer backwards, architect complex solutions, and leverage your insights to create and scale frameworks, programs, and playbooks that enable AWS teams and partners to unlock transformational value for customers through optimal adoption of AWS generative AI services at enterprise scale. This role combines level-400 AWS Gen AI technical expertise, strategic vision, and operational excellence to create industry-leading mechanisms and assets that fundamentally transform how AWS and our partners deliver customer success. You will establish and maintain knowledge of AWS's Generative AI services and relevant cross-functional areas to build strategic relationships with senior leadership, field teams, and customers. By defining the adoption strategy for Generative AI technologies, you will play a pivotal role in propelling AWS's revenue growth while helping customers lead the industry in a rapidly evolving technological landscape. You embody learn & be curious to shape AWS' Gen AI strategy and the services we offer to accelerate adoption. You lead compelling executive conversations on the transformational possibilities of generative AI and data, while also being capable of guiding our customers in determining which strategic capabilities to implement for their enterprise-wide use-cases. You can articulate the "why" and "what" of generative AI use case and technical solutions at a 300-level, with the detailed "how" being provided by solution architects.
Requirements
- 8+ years of working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage experience
- Experience in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
- Bachelor's degree in mathematics, engineering, statistics, computer science or a related field, or equivalent experience as a senior product leader
- 10+ years in the technology industry with progressive leadership in customer success or in go-to-market roles, or management consulting serving high-tech clients on go-to-market transformation
- Deep understanding of Enterprise Software Development Life Cycle and organizational transformation
Nice To Haves
- Experience implementing AWS/cloud services
- Master's degree, or a PhD and experience building machine learning models or developing algorithms for business application
- Experience in external enterprise customer-facing role as a technical lead, with strong oral and written communication skills, presenting to both large and small audiences
- Proven track record driving AWS cloud computing or SaaS adoption at enterprise scale, with significant experience in GenAI/AI implementations
Responsibilities
- Lead engagement with C-suite and senior leadership to understand their strategic vision and challenges; design and deliver executive-level workshops and transformation programs to accelerate enterprise-wide adoption.
- Define and orchestrate comprehensive success strategies aligned with customer's enterprise adoption roadmap and long-term business objectives for respective service domain.
- Architect complex, multi-faceted solutions to address strategic opportunities and lead AWS's partners to architect, implement and drive adoption at scale.
- Create and scale enterprise-wide customer success programs through respective service domain teams and partner success team.
- Drive executive alignment and stakeholder commitment for transformation initiatives and customer advocacy programs across the organization.
- As an adoption thought leader, establish industry standards, best practices documentation, implementation frameworks, and transformation playbooks to be applied across multiple service domains.
- Define and implement adoption metrics and analytics frameworks to measure effectiveness and drive continuous improvement.
- Create governance and operating models for sustainable adoption at enterprise scale across domains.
- Define customer health frameworks and proactively address systemic risks or adoption barriers to customer business value realization.
- Lead customer advocacy through executive-level success story development and advocacy program leadership.
- Synthesize and communicate strategic customer insights and requirements to Product and Go-To-Market leadership teams.
- Identify emerging trends in customer needs and industry direction to influence product roadmaps and innovation.
Benefits
- health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- paid time off
- parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Principal
