Senior Customer Success Specialist - GenAI, AWS Specialist and Partner Organization

Amazon•East Palo Alto, CA

30d

About The Position

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market 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. As a Senior Customer Success Specialist GenAI within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will drive enterprise adoption and measurable customer business value realization for AWS generative AI services by developing and executing comprehensive customer success strategies. You will architect the frameworks, programs, and playbooks that enable AWS teams and partners to unlock value for customers through optimal adoption of AWS generative AI services. This role combines strategic thinking with operational excellence and generative AI focused technical aptitude to create repeatable, scalable mechanisms, and assets, that transform how AWS and our partners deliver customer success. You will maintain an in-depth knowledge of AWS's Generative AI services and relevant cross-functional areas to build strong relationships with field teams, and customers. By driving the adoption of Generative AI technologies, you will play a pivotal role in propelling AWS's revenue growth while helping customers stay ahead of the curve in a rapidly evolving technological landscape. You exercise learn & be curious to articulate AWS’ Gen AI strategy and the services we offer to accelerate adoption. You conduct compelling executive conversations on the transformational possibilities of generative AI and data, while also being capable of helping our customers navigate which features to apply for their use-cases. You can describe the “why” and “what” of generative AI use case and technical solutions at a 200-level, with the detailed “how” being provided by solution architects. IMPORTANT NOTE: This role requires specific experience leading organizational AI transformation. While valuable, experience as an AI practitioner (e.g., data scientist, ML engineer, AI researcher) without transformation leadership experience does not meet the requirements for this position.

Requirements

Bachelor's degree in mathematics, engineering, statistics, computer science or a related field, or experience as a product manager or owner
5+ years of working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage experience
Experience in a customer-facing role, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
Travel up to 15% of the time
6+ years in the technology industry focused on customer success or in go-to-market roles, or management consulting serving high-tech clients on go-to-market topics
Understanding of the Software Development Life Cycle

Nice To Haves

Master's degree, or a PhD and experience building machine learning models or developing algorithms for business application
Experience in AWS cloud computing or SaaS, ideal if experience is in GenAI/AI.
Effective at communicating complex technological solutions to diverse audiences and building strong internal and external brand presence.

Responsibilities

Develop and execute customized success plans with customer’s enterprise adoption strategy and business goals for respective service domain.
Develop and scale customer success programs through respective service domain teams and partner success team.
Engage with customer employee personas to understand their unique needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate adoption.
Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.
As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.
Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.
Develop governance frameworks for sustainable adoption at scale across domains.
Monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.
Drive customer advocacy through success story documentation and advocacy program participation.
Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.
Analyze trends in customer requests and pain points to identify potential product improvements.

Benefits

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our compensation reflects the cost of labor across several US geographic markets.
The base pay for this position ranges from $138,200/year in our lowest geographic market up to $239,000/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.
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
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