Customer Success Specialist

Overview Customer Success Specialist - Connect APJ, Amazon Connect (CXE), AWSJob ID: | Amazon Web Services Australia Pty Ltd 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 and large global enterprises. 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. Responsibilities 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. Day in the life 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. A CSS will uncover cases that align to Connect unique business value to be shared with AWS Marketing. About the team The Customer Experience specialist team helps customers learn about and adopt Amazon Connect. We are one of the fastest growing AWS services and a leader in the CCaaS category. As an AI-powered cloud contact center, Amazon Connect delivers a rapid pace of innovation that enables companies to unlock bar raising experiences for customers and agents at lower cost. Diversity & Inclusion AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS? 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 startups to Global 500 companies trust our robust suite of products and services to power their businesses. Inclusive Team Culture AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do. 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. Basic Qualifications 3+ years’ experience in enterprise sales, business development, and/or consulting with SaaS Contact Center and Customer Experience products. 3+ years of business development, partner development, sales or alliance management experience. 5+ years of experience driving technology initiatives. Experience with managing complex, multi-stakeholder projects and delivering solutions. Six Sigma, PMP or SAFe certified or related experience. Preferred Qualifications 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. Experience in public sector. Acknowledgement of country:In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. IDE statement:Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. #J-18808-Ljbffr