Senior Customer Success Specialist Generative AI AWS

Job Title: Senior Customer Success Specialist - GenAI, AWS Specialist and Partner Organization

About the Role

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the architectural and customer success strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges. **IMPORTANT NOTE:** This role requires specific experience leading organizational AI transformation. While valuable, experience as an AI practitioner (e.g., data scientist, ML engineer, AI researcher) without transformation leadership experience does not meet the requirements for this position. As a Senior Customer Success Specialist GenAI within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will drive enterprise adoption and measurable customer business value realization for AWS generative AI services by engaging with customers and developing and executing comprehensive customer success strategies. You will identify opportunities from the customer backwards, architect solutions, and leverage your learnings to build the frameworks, programs, and playbooks that enable AWS teams and partners to unlock value for customers through optimal adoption of AWS generative AI services at scale. This role combines level-300 AWS Gen AI technical expertise, strategic thinking, and operational excellence to create repeatable, scalable mechanisms, and assets, that transform how AWS and our partners deliver customer success. You will maintain an in-depth knowledge of AWS's Generative AI services and relevant cross-functional areas to build strong relationships with field teams, and customers. By driving the adoption of Generative AI technologies, you will play a pivotal role in propelling AWS's revenue growth while helping customers stay ahead of the curve in a rapidly evolving technological landscape. You exercise learn & be curious to articulate AWS’ Gen AI strategy and the services we offer to accelerate adoption. You conduct compelling executive conversations on the transformational possibilities of generative AI and data, while also being capable of helping our customers navigate which features to apply for their use-cases. You can describe the “why” and “what” of generative AI use case and technical solutions at a 200-level, with the detailed “how” being provided by solution architects.

Key Job Responsibilities

Strategic Customer Engagement

• Engage with customer employee personas to understand their unique needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate adoption.
• Develop and execute customized success plans with customer’s enterprise adoption strategy and business goals for respective service domain.
• Architect solutions to address those opportunities and work with AWS’s partners to architect, implement and drive adoption
• Develop and scale customer success programs through respective service domain teams and partner success team.
• Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.

Adoption Program Development

• As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.
• Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.
• Develop governance frameworks for sustainable adoption at scale across domains.

Customer Success Management

• Monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.
• Drive customer advocacy through success story documentation and advocacy program participation.

Product Feedback Loop

• Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.
• Analyze trends in customer requests and pain points to identify potential product improvements.

About The Team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Basic Qualifications

• Bachelor's degree in mathematics, engineering, statistics, computer science or a related field, or experience as a product manager or owner
• 5+ years of working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage experience
• Experience in a customer-facing role, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
• Travel up to 15% of the time
• 6+ years in the technology industry focused on customer success or in go-to-market roles, or management consulting serving high-tech clients on go-to-market topics
• Understanding of the Software Development Life Cycle

Preferred Qualifications

• Master's degree, or a PhD and experience building machine learning models or developing algorithms for business application
• Experience in AWS cloud computing or SaaS, ideal if experience is in GenAI/AI.
• Effective at communicating complex technological solutions to diverse audiences and building strong internal and external brand presence.

Key Skills/Competency

• Customer Success Strategy
• Generative AI (GenAI)
• AWS Cloud Computing
• AI/ML Technologies
• Enterprise Adoption
• Technical Workshops
• Solution Architecture
• Partner Management
• Go-to-Market Strategy
• Customer Feedback Analysis