Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
This position is part of the AWS Specialist and Partner Organization (ASP). As a Senior Customer Success Specialist for Amazon Connect, you will own the end-to-end go-to-market strategy for the Contact Center as a Service (CCaaS) domain, providing business and technical expertise to help customers succeed. You will act as a strategic advisor, working closely with cross-functional teams including sales, solutions architecture, partner sales, and product to maximize customer value and adoption of Connect capabilities. Connect is one of AWS's fastest growing services, leveraging native generative AI to enhance customer and employee experiences.

In this role, you will engage with C-level stakeholders to drive enterprise-wide adoption, deliver compelling presentations and demos, build customer proficiency, and develop account plans with field teams. You will lead efforts to overcome technical and organizational challenges, working with partners and ISVs to extend reach and adoption of AWS solutions. This role requires a passion for customer experience and advocacy, with a focus on scaling Connect across complex global businesses.

The role involves creating a matrix environment with resources from partners, Professional Services, AWS account teams, and Connect service teams to drive customer success, retention, and optimization. You will also identify unique business value cases to share with AWS Marketing.

Experience
- 5+ years leading large-scale technical or engineering programs with demonstrated thought leadership and successful program completion
- 2+ years of customer-facing experience engaging with executives, technologists, or partners to solve business problems using advanced technologies
- Experience leading technical and non-technical transformation project teams across broad functional groups
- 3+ years of experience with Amazon Connect or contact/call center technologies

About you
Passionate about customer experience and advocacy, with strong problem-solving skills. Able to work effectively across teams and engage with C-level stakeholders. Comfortable navigating complex global organizations and overcoming technical and organizational challenges. Enthusiastic about innovation and driving adoption of cloud-based contact center solutions.

Qualifications
- PMP certification or SCRUM/Agile, SAFe certifications preferred
- Experience implementing cloud services including migrations and modernization projects
- Bachelor's degree in science, technology, engineering, math, business, or equivalent