Senior Connect Customer Success Specialist , Connect Specialty Sales

$128,600 - $212,600/Yr

Amazon - Austin, TX

Full-time - Mid Level

Austin, TX

5,001-10,000 employees

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Amazon Connect Customer Success Specialist (CSS) is responsible for driving customer success and adoption of Amazon Connect, a leading Cloud Contact as a Service (CCaaS) solution. This role involves building strong relationships with customers, understanding their business objectives, and guiding them through the implementation and optimization of Amazon Connect services. The CSS will collaborate with various teams to develop strategic plans that enhance customer experience and drive revenue growth.

Responsibilities

• Build deep relationships with customers to fully understand their business objectives, technical requirements, and optimization opportunities to create value.
• Develop and execute against a comprehensive account/territory plan supporting multiple account teams to drive achievement of revenue and win goals.
• Create & articulate compelling value propositions that address specific needs of your customers.
• Own 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 and enable account aligned teams in the field to solve them.
• Lead cross-functional initiatives to expand markets/accounts, develop scalable programs to drive adoption, and identify new opportunities within your domain.
• 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 ensure we are prioritizing the building of the right features and services for our customers.
• Delivering monthly/quarterly business reviews and operational planning documents for your respective tech domain and geography.
• Increase adoption of Amazon Connect features over time and in a way that delivers value to customers.

Requirements

• 5+ years of direct sales or business development in software, cloud or SaaS markets selling to C-level executives experience.
• Experience with project managing complex Contact Center as a Service (CCaaS) implementations.
• Experience influencing internal and external stakeholders.
• Bachelors or equivalent experience.

Nice-to-haves

• Experience developing detailed territory plans, that engage matrix resources from partner, field, service and marketing teams.
• Experience with Contact Center technology transformation initiatives.
• Experience managing programs across cross functional teams, building processes and coordinating release schedules.
• Deep understanding of cloud technologies, including public and hybrid cloud platforms.

Benefits

• Competitive salary based on market location and experience.
• Variable pay via a sales compensation plan based on achievement against sales targets.
• Equity and sign-on payments may be provided as part of the total compensation package.
• Full range of medical, financial, and other benefits.