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 extensive experience leading enterprise-wide AI transformation initiatives. While valuable, experience as an AI practitioner (e.g., data scientist, ML engineer, AI researcher) without strategic transformation leadership experience does not meet the requirements for this position.

As a Principal Customer Success Specialist GenAI within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will define and lead enterprise adoption strategies and drive measurable customer business value realization for AWS generative AI services across the organization. You will identify strategic opportunities from the customer backwards, architect complex solutions, and leverage your insights to create and scale frameworks, programs, and playbooks that enable AWS teams and partners to unlock transformational value for customers through optimal adoption of AWS generative AI services at enterprise scale. This role combines level-400 AWS Gen AI technical expertise, strategic vision, and operational excellence to create industry-leading mechanisms and assets that fundamentally transform how AWS and our partners deliver customer success.

You will establish and maintain knowledge of AWS's Generative AI services and relevant cross-functional areas to build strategic relationships with senior leadership, field teams, and customers. By defining the adoption strategy for Generative AI technologies, you will play a pivotal role in propelling AWS's revenue growth while helping customers lead the industry in a rapidly evolving technological landscape. You embody learn & be curious to shape AWS' Gen AI strategy and the services we offer to accelerate adoption. You lead compelling executive conversations on the transformational possibilities of generative AI and data, while also being capable of guiding our customers in determining which strategic capabilities to implement for their enterprise-wide use-cases. You can articulate the "why" and "what" of generative AI use case and technical solutions at a 300-level, with the detailed "how" being provided by solution architects.

Key job responsibilities
Strategic customer engagement:
- Lead engagement with C-suite and senior leadership to understand their strategic vision and challenges; design and deliver executive-level workshops and transformation programs to accelerate enterprise-wide adoption.
- Define and orchestrate comprehensive success strategies aligned with customer's enterprise adoption roadmap and long-term business objectives for respective service domain.
- Architect complex, multi-faceted solutions to address strategic opportunities and lead AWS's partners to architect, implement and drive adoption at scale.
- Create and scale enterprise-wide customer success programs through respective service domain teams and partner success team.
- Drive executive alignment and stakeholder commitment for transformation initiatives and customer advocacy programs across the organization.
Adoption program development:
- As an adoption thought leader, establish industry standards, best practices documentation, implementation frameworks, and transformation playbooks to be applied across multiple service domains.
- Define and implement adoption metrics and analytics frameworks to measure effectiveness and drive continuous improvement.
- Create governance and operating models for sustainable adoption at enterprise scale across domains.
Customer success management:
- Define customer health frameworks and proactively address systemic risks or adoption barriers to customer business value realization.
- Lead customer advocacy through executive-level success story development and advocacy program leadership.
Product feedback loop:
- Synthesize and communicate strategic customer insights and requirements to Product and Go-To-Market leadership teams.
- Identify emerging trends in customer needs and industry direction to influence product roadmaps and innovation.

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

- 10+ years of senior customer facing role experience
- 15+ years of leading complex, large-scale, IT, technical or engineering programs experience
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field
- Experience in a senior customer-facing role
- Experience in leading complex, large-scale, IT, technical or engineering programs
- Experience working with current technologies (especially cloud)

Preferred Qualifications

- PMP/SCRUM/Agile certification or are you SAFe certified
- Knowledge of key technology and market trends
- Knowledge of the software development/engineering lifecycle from conception to delivery
- Experience implementing AWS/cloud services

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, San Francisco - 210,200.00 - 284,300.00 USD annually
USA, WA, Seattle - 182,800.00 - 247,300.00 USD annually