Sr Worldwide Customer Success Specialist - Amazon ConnectJob ID: 2740028 | Amazon Web Services, Inc.
Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the business savvy, customer experience and contact center background, and skills necessary to help position AWS as the Cloud Contact as a Service (CCaaS) cloud provider of choice for customers? Join the Worldwide Specialist Organization (WWSO) Amazon Connect team as a Service Acceleration Specialist!
The Worldwide Specialist Organization (WWSO) is part of AWS Sales, Marketing, and Global Services (SMGS), responsible for driving revenue, adoption, and growth from small- and mid-market accounts to enterprise-level customers including public sector. We work backwards from our customer's most complex problems to build go-to-market plans that turn AWS ideas into multi-billion-dollar businesses. WWSO teams include business development, specialist and technical solutions architecture. As part of WWSO, you'll provide expertise across the entire life cycle of an AWS customer initiative, from developing ideas for new services to accelerating the adoption of established businesses.
As AWS continues to grow, we seek a Sr Worldwide Sales Specialist responsible for driving adoption of Amazon Connect with enterprise customers in North America. This role will own a portfolio of Amazon Connect migration projects and manage them to completion. You will oversee overall project status, bring in necessary resources from within AWS and our partners, and work with customer project managers to complete their customer experience transformation initiatives with Amazon Connect. Once customers have moved to Amazon Connect, you will help them identify opportunities to innovate and optimize their contact center environment.
You will be at the heart of building our Amazon Connect business and helping customers adopt our enterprise-class CCaaS application. If you are passionate about helping our customers deliver world-class customer experiences and are prepared to work in a fast-paced environment, then we welcome you to learn more about this exciting role.
Key job responsibilitiesOwn guiding complex, large scale, application deployments of Amazon Connect in North America, collaborating with teams in the field including Sales, Partners, Marketing, and other Specialists.Leverage your deep expertise in the Contact Center and customer experience domain to understand the most important customer problems in your region.Lead cross-functional initiatives to expand markets/accounts and develop scalable programs to drive adoption.Develop and execute goals to drive long term growth in your geography, while meeting/exceeding revenue and non-revenue driven KPI's.Bring customer data and market signals back to Worldwide teams to prioritize the building of the right features and services for our customers.Deliver monthly/quarterly business reviews and operational planning documents for your respective tech domain and geography.Increase adoption of Amazon Connect features over time in a way that delivers value to customers.About the teamThe Customer Experience specialist team helps customers learn about and adopt Amazon Connect, the fast growing AWS service and a leader in the Contact Center as a Service (CCaaS) market segment.
BASIC QUALIFICATIONS5+ years of direct sales or business development in software, cloud or SaaS markets selling to C-level executives experience5+ years of business development, partner development, sales or alliances management experienceExperience with project managing complex Contact Center as a Service (CCaaS) implementationsExperience influencing internal and external stakeholdersPREFERRED QUALIFICATIONSExperience with technology transformation initiativesExperience managing programs across cross functional teams, building processes and coordinating release schedulesDeep understanding of cloud technologies, including public and hybrid cloud platforms.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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