Principal Customer Success Specialist - Gen AI, Customer Success Center of Excellence

AWS is seeking a Principal Customer Success Specialist - Gen AI to transform how organizations plan, execute, and operate their businesses through adoption of Amazon Quick and AWS's generative AI platform. 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: - 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. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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.