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Senior Customer Success Specialist - Connect

Amazon.com, Inc, City of Westminster

Senior Customer Success Specialist - Connect

Salary Not Specified

Amazon.com, Inc, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted today, 13 Nov | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: dc479d4c56d446378ef8d539408fb60a

Full Job Description

  • Serve as the primary point of contact for a portfolio of strategic customer accounts, managing relationships and being a strategic advisor, driving enterprise-wide adoption of Connect.
  • Deliver compelling presentations, product demos, sample solutions and programs, events, and discussions to enable customer success.
  • Build customer skills and proficiency with Connect.
  • Engage with C-level stakeholders to understand the value proposition of Connect and uncover new areas of business value.
  • Develop account plans in conjunction with field teams.
  • Meet annual revenue targets through increased adoption of Connect.
  • Work with partners and ISVs to extend reach & drive adoption of AWS solutions.

    Significant experience in enterprise sales, business development, and/or consulting with SaaS Contact Center and Customer Experience products
    • - Significant years of business development, partner development, sales or alliance management experience - Significant years of experience driving technology initiatives - Experience with managing complex, multi-stakeholder projects and delivering solutions, Expert knowledge of CCaaS products and industry trends - Experience developing detailed account plans, including customer value maps - Strong analytical and problem-solving skills, with the capacity to leverage data to drive informed decision-making - Familiarity with SaaS business models and enterprise software implementation best practices - Strong written/verbal communication skills with both technical and non-technical audiences - Experience navigating customer organizational structures, developing technology programs, defining milestones, success criteria, resource allocation and on-time delivery - Six Sigma, PMP or SAFe certified or related experience

    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. AWS is seeking an experienced Contact Center as a Service (CCaaS) Customer Success Specialist for Amazon Connect. Connect was born out of Amazon's own need for the best CCaaS solution that works at scale, while improving customer experience. Today, Connect is one of AWS's fastest growing services, leveraging native generative AI capabilities to improve customer and employee experiences. As a Connect Customer Success Specialist, you will act as a strategic advisor to customers, helping them innovate and optimize their contact center and customer experience through adoption of the Connect capabilities. 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. 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. AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector., Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

    Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Inclusive Team Culture Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we 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. About the team The Amazon Connect Customer Success Specialist (CSS) will create a matrix environment with resources from our partner community, Professional Services, AWS account teams, and Connect service team members to drive customer success. A CSS will run attach service plays, customer engagements to drive adoption of migrating services, work with our partner community to scale and align key members of the services team for optimization and retention efforts. Last, a CSS will uncover cases that align to Connect unique business value to be shared with AWS Marketing.

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