At a Glance
- Tasks: Lead transformative AI strategies for enterprise customers using Amazon Quick and AWS Gen AI services.
- Company: Join Amazon, a leader in cloud technology and innovation.
- Benefits: Competitive salary, diverse work culture, and opportunities for professional growth.
- Other info: Be part of a diverse team driving innovation and excellence in customer success.
- Why this job: Shape the future of business with cutting-edge AI solutions and make a global impact.
- Qualifications: 10+ years in customer success or business transformation, with deep AI expertise.
The predicted salary is between 63000 - 77000 £ per year.
AWS is seeking a Principal Customer Success Specialist to transform how organizations plan, execute, and operate their businesses through adoption of Amazon Quick and AWS's generative AI platform. This is a senior individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, requiring a combination of executive-level strategic vision and practical credibility to help customers fundamentally reimagine their business processes using AI.
Amazon Quick is AWS's enterprise AI platform that enables organizations to transform how work gets done, from knowledge management and research to decision-making and operational workflows. This role focuses on helping customers move beyond AI experimentation to systematic business process reinvention at enterprise scale. You will define the methodologies, frameworks, and repeatable models that shape how AWS and its customers approach AI-powered business planning, execution, and operation transformation. Your work will directly influence product roadmaps, partner ecosystems, and go-to-market strategies, creating lasting organizational and market impact across hundreds of enterprises globally.
Key job responsibilities
- Strategic Customer Transformation: Design and lead comprehensive “business execution” transformation strategies for enterprise customers adopting Amazon Quick and AWS Gen AI services, addressing process redesign, organizational capabilities, change management, and value realization through integrated frameworks and executive alignment.
- Offering Development & Scaling: Build repeatable transformation methodologies, maturity models, and assessment frameworks that enable AWS and partners to guide customers from AI experimentation to systematic business process reinvention at scale. Synthesize learnings from customer engagements into documented playbooks, best practices, and success patterns that inform AWS product roadmap and GTM strategy.
- Partner Ecosystem Enablement: Co-develop transformation offerings with strategic consulting partners (GSIs, SIs, boutique AI consultancies) and support the partner-led organization as they create enablement programs, including training, certification, and delivery toolkits, that scale high-quality customer success delivery through the partner ecosystem.
- Customer Success Management: Monitor customer transformation health and proactively address adoption barriers while driving measurable business value realization (productivity gains, cost reduction, decision quality improvement) through structured success planning and executive business reviews.
- Thought Leadership & Innovation: Develop leading point-of-view content, maturity models, and best practices for AI-powered business execution transformation that establish AWS intellectual leadership. Influence Amazon Quick product roadmap through synthesized customer insights and represent AWS as a recognized expert at industry forums and executive events.
Basic qualifications
- Experience leading large enterprise transformations with AWS/cloud services.
- 10+ years of experience in senior customer-facing roles including customer success management, strategic consulting, or business transformation advisory, with direct accountability for enterprise customer outcomes.
- 15+ years leading complex, large-scale business transformation or organizational change programs with significant technology enablement components in enterprise contexts.
- Deep expertise in enterprise business execution and process transformation, with direct experience advising organizations through significant operational reinvention initiatives (not just technology implementations).
- L300+ understanding of Amazon Quick capabilities (AI-powered search, research agents, custom agents, workflows, knowledge management) and the AWS Gen AI platform (Amazon Bedrock, SageMaker, foundational models, RAG architectures) with ability to articulate technical capabilities in business value terms to executive audiences.
- Demonstrated experience leading enterprise change management initiatives involving AI/automation adoption, including organizational capability building and adoption measurement.
Preferred qualification
- AWS certification, such as, AWS Solutions Architect, or a similar cloud certification.
- Proven track record developing and scaling customer success programs or transformation methodologies, including creating original frameworks adopted broadly by large teams or partner organizations.
- 5+ years of direct experience in business operations transformation, process optimization, or enterprise productivity initiatives at scale, with measurable outcomes achieved.
- Strong executive presence with demonstrated ability to influence C-suite and VP-level stakeholders on business strategy and operational transformation (not just technology decisions).
- Deep understanding of AI/ML capabilities for business operations including knowledge management, research and analysis, decision support, workflow automation, and agentic AI for autonomous task execution.
- Demonstrated ability to synthesize complex customer insights into actionable strategic frameworks with broad applicability across industries.
- Hands-on experience with Amazon Quick, AWS AI/ML services (Bedrock, SageMaker), or comparable enterprise AI platforms in customer-facing delivery contexts.
- Understanding of enterprise data architectures, governance frameworks, and integration patterns required for AI-powered business operations.
- PMP, SCRUM, Agile, or SAFe certification with demonstrated track record driving measurable business outcomes (productivity improvement, cost reduction, decision quality) in enterprise transformation initiatives.
- Experience designing large-scale organizational change management programs including communication, training, and adoption measurement systems.
- Experience building partner ecosystems and enablement programs, including co-developing transformation methodologies with strategic consulting partners.
- Published thought leadership in business transformation, AI adoption, or enterprise productivity, with track record influencing product roadmaps through customer insight synthesis.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.
Principal Customer Success Specialist - Gen AI, Customer Success Center of Excellence in Whitehall employer: AmazonWebServices
At Amazon Web Services (AWS), we are committed to fostering a culture of innovation and inclusivity, making us an exceptional employer for those in the Site Reliability Engineering Services role. Our employees benefit from extensive mentorship and career growth opportunities, alongside a strong emphasis on work-life balance, ensuring that personal well-being is valued as much as professional success. Join us in building the future of cloud computing while being part of a team that celebrates diversity and encourages collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Customer Success Specialist - Gen AI, Customer Success Center of Excellence in Whitehall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AmazonWebServices. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AmazonWebServices before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Principal Customer Success Specialist - Gen AI, Customer Success Center of Excellence in Whitehall
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AmazonWebServices:Your cover letter is your chance to shine! Tell us why you want to work at AmazonWebServices specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AmazonWebServices!
How to prepare for a job interview at AmazonWebServices
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
