We are seeking a Customer Success Specialist for the AWS Customer Success Center of Excellence (CS COE) to design and execute transformative customer success programs that drive scalable impact. In this role, you'll leverage customer journey frameworks, enablement content, and data-driven insights to deliver meaningful customer outcomes that enhance the AWS customer experience. This position offers high visibility and broad scope, with the opportunity to empower AWS teams and partners to deliver exceptional customer success at scale. In this role, you will develop and manage customer success programs, health scoring systems, and operational playbooks utilized across the CS COE. You'll create and maintain comprehensive reporting dashboards that inform Business Reviews, Annual Planning, forecasting, and other cadenced metrics.
To succeed in this role, you will bring program management expertise, a data-driven mindset and strategic thinking. Our stakeholders are broad, internal, and external to AWS, and distributed across the globe. We serve them with integrity and discipline, and dedication to exceptional customer outcomes. You will collaborate effectively with internal end-users and cross-functional teams to design customer success initiatives, communicate effectively across multiple technical and non-technical business units, implement new success frameworks, and deliver successfully against high standards. You should have a proven work ethic that drives the desired results. You will support several stakeholders including the extended AWS Leadership and the Partner teams. You need to have the ability to effectively communicate and collaborate with internal end-users and cross-functional teams while managing complex programs. You will be comfortable with ambiguity in a fast-paced and ever-changing environment, and able to think big while paying careful attention to detail.
Key Skills:
- Program management fundamentals
- Data analysis and visualization
- Content development and training delivery
- Process design, optimization, and documentation
- Customer success methodology expertise
Key job responsibilities
- Design and execute tactical customer success programs and enablement content
- Create and maintain customer journey frameworks and playbooks
- Develop and manage health scoring systems and monitoring metrics
- Build reporting dashboards and conduct data analysis
- Support day-to-day program implementation and tracking
About the team
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. The Worldwide Specialist Organization (WWSO) works backwards from customers to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses, and pride themselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam.
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 the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Diverse Experiences
Amazon 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.
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.
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 conferences, inspire us to never stop embracing our uniqueness.
Mentorship and 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.
