Senior Customer Success Specialist - Connect PubSec

$99,500 - $212,800/Yr

Amazon - Herndon, VA

Full-time - Mid Level

Herndon, VA

10,001+ employees

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

About the position

The Senior Customer Success Specialist for Amazon Connect in the Public Sector is responsible for driving customer success and adoption of AWS's Contact Center as a Service (CCaaS) solution. This role involves acting as a strategic advisor to customers, managing relationships, and leading cross-functional teams to optimize customer experience and maximize the value of their Connect investment. The specialist will engage with C-level stakeholders, deliver presentations, and develop account plans to meet revenue targets while fostering a culture of innovation and customer advocacy.

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.

Requirements

• 5+ years' experience in enterprise sales, business development, and/or consulting with SaaS Contact Center and Customer Experience products.
• 5+ years of business development, partner development, sales or alliance management experience.
• Experience with managing complex, multi-stakeholder projects and delivering solutions.
• Experience working cross functionally with tech and non-tech teams.
• Bachelors or equivalent experience.

Nice-to-haves

• 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.
• Ability to apply technical solutions to solve customer experience issues at scale.
• Experience in public sector.

Benefits

• Comprehensive medical coverage
• 401(k) retirement savings plan
• Employee discounts
• Flexible work hours
• Career development resources
• Diversity and inclusion programs