Position Details

Type Full-Time

Experience senior

Exp. Years 15+ years

Education Not specified

Category Customer Success & Support

About this role

Senior leader responsible for strategic transformation initiatives for enterprise customers adopting AI-powered CX across AWS Connect. You will design, validate, and scale transformation frameworks, develop playbooks, and influence product roadmaps and GTM through customer insights and partner enablement.

Key Responsibilities

Design AI-powered CX transformation strategies for enterprise customers through integrated frameworks and executive alignment across stakeholders
Build repeatable methodologies, playbooks, and assets for AWS and partner delivery at scale
Co-develop transformation offerings with strategic partners and enable delivery/toolkits
Monitor customer health and address risks with structured success planning
Develop POV content and influence product roadmaps through customer insights

Technical Overview

Role combines cloud technology exposure (Amazon Web Services, Amazon Connect) with enterprise transformation delivery. Requires hands-on program management (PMP/Scrum/Agile/SAFe), partner ecosystem enablement, and executive-level stakeholder engagement to shape CX transformation roadmaps.

Ideal Candidate

The ideal candidate is a senior customer success leader with deep cloud experience, adept at enterprise AI CX transformation using AWS/Connect, and capable of designing scalable playbooks and frameworks. They should have a strong track record influencing product roadmaps and GTM strategies through executive stakeholder engagement.

Must-Have Skills

None listed

Required Skills

experience leading organizational change initiatives across multiple locations15+ years leading complexlarge-scale ITtechnicalor engineering transformation programs with significant organizational change management componentsdeep expertise in contact center operations and customer experience strategyability to synthesize customer insights into actionable frameworks

Industry & Role

Industry Cloud & Infrastructure

Job Function Lead enterprise AI-powered CX transformation programs leveraging AWS Connect across multiple enterprise accounts

Role Subtype Senior Customer Success Manager

Keywords for Your Resume

principal customer success specialistamazon connectamazon web servicesawsai-powered cxcx transformationenterprise transformationpartner ecosystem enablementplaybookstransformation frameworksstakeholder managementchange managementgo-to-marketproduct roadmapexecutive sponsorshipcustomer success center of excellencethought leadershipindustry forumsleadershipco-developing delivery methodologiesprogram managementpartner enablementtransformation playbooks

Deal Breakers

No 15+ years of experience leading complex transformation programs, No experience with AWS/Amazon Connect or CX transformation, Lack of senior-level customer-facing experience, Reluctance to work onsite in Seattle

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