Position Details

Type Full-Time

Experience lead

Exp. Years 15+ years

Education Not specified

Category Customer Success & Support

About this role

Strategic leader driving AI-powered CX transformation for enterprise customers leveraging AWS Connect. Defines methodologies, playbooks, and assets to scale transformation across the enterprise and enable partners.

Key Responsibilities

Design and execute AI-powered CX transformation strategies
Build repeatable methodologies and assets
Co-develop offerings with partners
Synthesize customer learnings into reusable frameworks
Shape AWS product roadmaps and GTM strategy

Technical Overview

Covers cloud/AWS CX deployments, program delivery, and scaling transformation programs; shepherds customer insights into product roadmaps and GTM strategies; requires deep CX/CCX expertise and executive-level influence.

Ideal Candidate

The ideal candidate is a senior customer success strategist with 15+ years transforming enterprise CX initiatives, strong executive presence, and a proven ability to shape product roadmaps and GTM motions across AWS and partner ecosystems.

Must-Have Skills

PMPSCRUMAgileSAFeAmazon Web ServicesAmazon Connectexperience leading organizational change initiatives10+ years of experience in senior customer-facing roles15+ years leading complex transformation programsCX transformation strategy

Nice-to-Have Skills

Experience implementing AWS/cloud servicesExecutive presence5+ years direct contact center or CX technology experience at enterprise scale with AI/ML capabilitiesSynthesizing customer insights into actionable frameworks

Tools & Platforms

Amazon ConnectAmazon Web ServicesAWS

Required Skills

PMPSCRUMAgileSAFeAmazon Web ServicesAWSAmazon ConnectConnect AI CX15+ years enterprise transformationCX strategyplaybooksframeworksGTMexecutive presenceC-suitepartner ecosystemsAI-powered CX transformation

Hard Skills

Amazon Web ServicesAWSAmazon ConnectConnect AI CXPMPSCRUMAgileSAFeenterprise transformationplaybooksframeworksgo-to-marketexecutive presenceC-suitestakeholderspartner ecosystemsAI-powered CX transformation

Soft Skills

leadershipstakeholder managementcommunicationstrategic thinkinginfluencechange managementexecutive relationship building

Certifications

Required

Project Management Professional (PMP)Scrum Certification (Scrum)Scaled Agile Framework (SAFe) Certification

Industry & Role

Industry SaaS

Job Function Strategic CX transformation leadership for AWS enterprise customers and partners

Role Subtype Strategic transformation lead

Keywords for Your Resume

Principal Customer Success SpecialistConnect AI CXAmazon ConnectAWSAmazon Web ServicesAWS Specialists & PartnersCustomer Success Center of ExcellenceAI-powered CX transformationPMPSCRUMAgileSAFeenterprise transformationpartner ecosystemsplaybooksframeworksgo-to-marketexecutive presenceC-suitestakeholdersAI-powered CXcustomer success

Deal Breakers

Lack of 15+ years leading enterprise transformation programs, No experience with AWS/Amazon Connect in a CX context

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Principal Customer Success Specialist - Connect AI CX, Customer Success Center of Excellence

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