Senior Manager, Customer Success Specialist, Connect Specialty Sales

Amazon • Austin, TX

20h

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. AWS is one of Amazon’s fastest growing businesses, servicing millions of customers in more than 190 countries, reshaping the way global enterprises consume information technology and powering the developers who are building the next generation of global industry leaders. AWS customers include some of the most innovative startups like Netflix, Pinterest, Airbnb, and Instagram as well as some of the largest global enterprises like Shell International, Unilever, Hitachi, Sharp, Bristol-Myers Squibb, and Samsung. The Customer Solutions Management role is a function that owns our customers journey throughout the adoption, go live and insures we are continuing to provide value as we increase retention and expand the customer’s footprint on AWS. The team guides our customers through the technology, operational, educational and governance aspects of a successful AWS cloud journey. They interface with customer and AWS leadership, driving collaboration between other core account groups. In this role, you will be technically capable and credible in your own right as well as effective in shaping the customer journey and skills of your team. You must enjoy learning and introducing new concepts in order to help colleagues and customers embrace and adopt new technology. Furthermore, thought leadership in terms of looking beyond the technology and helping to develop out mechanism to help our customers be successful with AWS. The ideal candidate will have enterprise sales and/or consulting experience in Contact Center as a Service or similar SaaS solutions in areas such as telecommunications, VoIP, and/or or CRM/ERP applications. You will be passionate about customer experience and advocacy and bring the voice of the customer into the product development process. You will enjoy solving complex problems; our customers will rely on your guidance to scale Connect across their complex global businesses, overcoming technical and organizational roadblocks on the way. Today, Connect is one of AWS's fastest growing services, leveraging native generative AI capabilities to improve customer and employee experiences. You will lead cross-functional field teams in sales, solutions architecture, partner sales, product, and will work at the CxO level with customers to maximize the value of their Connect investment.

Requirements

• 7+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
• Bachelor's degree in Computer Science, Engineering, Math, Operations Research, or a related field
• Knowledge of distributed applications and the engineering lifecycle from conception to delivery
• Experience in leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion
• 5+ years of team management experience

Nice To Haves

• Experience implementing AWS/cloud services
• Experience in a customer-facing role, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
• Experience managing large technical programs, particularly at high growth startups or large enterprises
• Experience working in a sales organization

Responsibilities

• Helping guide AWS customers along their multi-year journey to the cloud.
• Ensuring that all AWS teams are working together effectively and efficiently to deliver outcomes for the customer.
• Leveraging experience with large scale cloud transformations and helping shepherd customers through their stages of AWS adoption.
• Guiding the customer through the operational, educational and governance aspects of a successful AWS cloud journey.
• Interfacing with customer and AWS leadership, driving collaboration between the other core account groups (Sales, Support, Solutions Architecture and Professional Services), product/engineering teams, and customer teams, planning and supporting major workload migrations.
• Translating strategic initiatives in the account plan into executable actions, working backwards from our customers key milestones.
• Managing cadence by leading the reporting and tracking functions.
• Executing education plans, roadmap to business outcome alignments, Executive Briefing Sessions, and go-live events and transitions.
• Thinking big, inventing and taking ownership on customer challenges.
• Bringing the best of AWS/ Amazon to our customers and proactively helping solve customer’s challenges through new ideas, tools and mechanisms.
• Evangelizing AWS services and influencing customers for adopting them.
• Delivering a great customer experience by deploying AWS solutions and driving innovation.
• Contributing to the day-to-day management of the customers successful migration to AWS.
• Creating a matrix environment with resources from our partner community, Professional Services, AWS account teams, and Connect service team members to drive customer success.
• Running attach service plays, customer engagements to drive adoption of migrating services.
• Working with our partner community to scale and align key members of the services team for optimization and retention efforts.
• Uncovering cases that align to Connect unique business value to be shared with AWS Marketing.

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
• Sign-on payments
• Restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior