Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
AWS is seeking a Principal Customer Success Specialist - Gen AI to transform how organizations plan, execute, and operate their businesses through adoption of Amazon Quick and AWS's generative AI platform. This senior individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence requires a blend of executive-level strategic vision and practical credibility to help customers fundamentally reimagine their business processes using AI. Amazon Quick is AWS's enterprise AI platform enabling organizations to transform work across knowledge management, research, decision-making, and operational workflows. This role focuses on moving customers beyond AI experimentation to systematic business process reinvention at enterprise scale. You will define methodologies, frameworks, and repeatable models shaping how AWS and its customers approach AI-powered business planning, execution, and operational transformation. Your work will influence product roadmaps, partner ecosystems, and go-to-market strategies, creating lasting organizational and market impact across hundreds of enterprises globally.

Key Responsibilities
- Design and lead comprehensive business execution transformation strategies for enterprise customers adopting Amazon Quick and AWS Gen AI services, addressing process redesign, organizational capabilities, change management, and value realization through integrated frameworks and executive alignment.
- Build repeatable transformation methodologies, maturity models, and assessment frameworks to guide customers from AI experimentation to systematic business process reinvention at scale.
- Synthesize learnings from customer engagements into documented playbooks, best practices, and success patterns that inform AWS product roadmap and go-to-market strategy.
- Co-develop transformation offerings with strategic consulting partners and support partner-led enablement programs including training, certification, and delivery toolkits.
- Monitor customer transformation health, proactively address adoption barriers, and drive measurable business value through structured success planning and executive business reviews.
- Develop thought leadership content, maturity models, and best practices establishing AWS intellectual leadership in AI-powered business execution transformation.
- Influence Amazon Quick product roadmap through customer insights and represent AWS as a recognized expert at industry forums and executive events.

Experience
- 10+ years in senior customer-facing roles including customer success management, strategic consulting, or business transformation advisory with direct accountability for enterprise customer outcomes.
- 15+ years leading complex, large-scale business transformation or organizational change programs with significant technology enablement.
- Deep expertise in enterprise business execution and process transformation, advising organizations through operational reinvention initiatives.
- Proven experience leading enterprise change management initiatives involving AI/automation adoption, including organizational capability building and adoption measurement.
- Hands-on experience with Amazon Quick, AWS AI/ML services (Bedrock, SageMaker), or comparable enterprise AI platforms in customer-facing delivery contexts.
- Experience building partner ecosystems and enablement programs with strategic consulting partners.
- Demonstrated ability to synthesize complex customer insights into actionable strategic frameworks.
- Strong executive presence with ability to influence C-suite and VP-level stakeholders on business strategy and operational transformation.

About You
- Strategic thinker with practical credibility and a passion for driving AI-powered business transformation.
- Excellent communicator capable of articulating technical capabilities in business value terms to executive audiences.
- Collaborative team player skilled at co-developing methodologies and scaling customer success programs.
- Innovative leader with a track record of thought leadership in business transformation, AI adoption, or enterprise productivity.
- Adaptable and proactive in addressing adoption barriers and driving measurable business outcomes.

Qualifications
- L300+ understanding of Amazon Quick capabilities and AWS Gen AI platform.
- AWS certification such as AWS Solutions Architect or similar cloud certification preferred.
- PMP, SCRUM, Agile, or SAFe certification with demonstrated success in enterprise transformation initiatives.
- 5+ years of direct experience in business operations transformation, process optimization, or enterprise productivity initiatives at scale.
- Deep understanding of AI/ML capabilities for business operations including knowledge management, research, decision support, workflow automation, and agentic AI.
- Understanding of enterprise data architectures, governance frameworks, and integration patterns for AI-powered business operations.
- Published thought leadership influencing product roadmaps through customer insight synthesis is a plus.