Sr WW CSS Strategy Lead, Amazon Connect

This position is part of the AWS Specialist and Partner Organization (ASP). The Amazon Connect Customer Success (CSS) team drives post-sales success for Amazon Connect customers through strategic engagement on migrations, expansions, and AI adoption initiatives. This Tech Business Developer III role is the business owner of the CSS team"s strategic initiatives and the business mechanisms that measure and drive their outcomes.

As the business owner, you own the goals and outcomes of CSS"s strategic initiatives, not merely their logistics. You lead business strategy: you translate CSS direction into executable go-to-market initiatives, define the goals and the mechanisms that drive them, and own the business cadences (WBR, MBR, QBR) through which leadership sets direction, allocates resources, and holds the organization accountable to migration, expansion, and AI-adoption goals. You are the primary author of the narratives and reviews that turn CSS performance data into decisions.

You own the lifecycle of complex, cross-functional initiatives with considerable impact, working within and across VP-level organizations. You are accountable for initiative strategy, defining and driving improvements quantified with metrics, and influencing resource allocation and priorities across partner teams including Sales Operations and the Customer Success Center of Excellence (CS COE), who run the centralized tooling and operational logistics that support these mechanisms.

Key job responsibilities

Business Ownership of Strategic Initiatives

• Serve as the business owner for CSS strategic initiatives (migrations, expansions, AI adoption), owning the goals and outcomes and defining the go-to-market mechanisms that drive them. Partner teams run program logistics; you own the strategy, the goals, and the results.
• Lead the effort to implement CSS strategic initiatives as structured programs, orchestrating cross-functional execution across Specialist Sales, Solutions Architecture, the Connect Service Team, and central customer success operations to deliver measurable business outcomes.
• Lead business strategy for CSS: define success metrics, shape initiative direction, and make the trade-offs that keep initiatives aligned to CSS and ASP business goals.

Business Cadences and Executive Reporting

• Own the CSS business cadences end to end (weekly status, WBR, MBR, QBR) as the single-threaded business owner, taking the lead in managing these mechanisms and authoring the executive narratives, insights, and recommendations that give leadership clear, actionable direction on team performance, customer health, revenue impact, and goal attainment.
• Monitor and report out progress to leadership, converting CSS performance data into decisions on priorities, resourcing, and risk. Primary author of strategic review documents (e.g., QBR) and contributor to longer-term planning documents (e.g., OP1/3YP).
• Own revenue realization tracking as a business outcome, partnering with Finance and Service teams on account identification, coverage attribution, and post-sale attainment.
• Define the business requirements for how CSS collects decision-grade inputs (migration and expansion status, customer insights, AI adoption metrics), holding the organization accountable to the data that underpins the cadences.

Mechanisms, Tooling, and Operational Excellence

• Own the strategy for the mechanisms and tooling that support CSS business cadences (Asana, BI dashboards, internal reporting portals, geographic review dashboards), defining CSS requirements and driving continuous improvement in data quality, timeliness, and decision usefulness.
• Serve as the primary CSS interlock with Sales Operations and central customer success operations, defining Connect CSS requirements for centralized tooling and post-launch tracking, and holding partner teams accountable to agreed roadmaps while they operate the logistics.
• Drive adoption of best practices for operational excellence; streamline, automate, or eliminate manual effort so mechanisms scale without heroics from individual contributors.

Strategic Contribution and Influence

• Contribute to CSS annual operational planning, including goal-setting frameworks, capacity planning inputs, and mechanism design.
• Influence senior leadership and partner teams without direct authority, advocating business opportunities and scalable mechanisms up to the VP level. Hire, mentor, and develop others as the role scales.
• Evolve the CSS business-mechanism function as business needs, product launches, and organizational growth demand, advocating for scalable mechanisms over one-off manual solutions.

A day in the life

In this role for Connect CSS, you operate at the intersection of CSS business strategy and the mechanisms that drive it. In a given week, you might be authoring the executive narrative for the upcoming QBR, deciding which insights leadership needs to act on; aligning Specialist Sales and central operations on the execution plan for an expansion initiative you own as business owner; reviewing business-review data for the story it tells about goal attainment; and setting the direction for a dashboard enhancement that partner teams will build and operate.

You are the person leadership depends on to own the business cadences and tell a clear, accurate story about where CSS stands against its goals. When a new business mechanism is needed (e.g., revenue realization tracking, a new quarterly review format), you define the business requirements, decide how CSS will meet them, and drive the cross-functional alignment to make it real.

You are always looking for ways to drive better outcomes. You push for mechanisms that reduce manual effort and improve decision quality, and you hold partner teams accountable for the tooling and logistics that support CSS while you keep ownership of the goals, the narrative, and the results.

About the team

Amazon Connect is a cloud-based contact center service that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Built on the same technology that powers Amazon"s own award-winning customer service at massive scale, Amazon Connect leverages artificial intelligence, machine learning, and the broad AWS ecosystem to transform how organizations interact with their customers.

The Connect Customer Success team sits within the AWS Specialist and Partner Organization and is chartered to accelerate customer outcomes across the Amazon Connect installed base. The team drives migrations from legacy on-premises platforms to Amazon Connect, supports expansion of existing deployments, and leads adoption of AI-powered capabilities such as Amazon Connect agent assist, conversational analytics, and generative AI capabilities. The CSS team operates globally across the Americas, EMEA, and APJ, working in close partnership with Specialist Sales, Solutions Architecture, Professional Services, and the Amazon Connect Service 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?

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Work/Life Balance

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