Customer Enablement Specialist - Customer Success, WWPS Customer Enablement

For more than 15 years, Amazon Web Services (AWS) has been the world’s most comprehensive and broadly adopted cloud platform.

Would you like to be part of a team focused on helping our Worldwide Public Sector customers adopt AWS services? AWS offers an innovative and motivating environment where you will have the exciting opportunity to advance in your career, help drive the growth of AWS customers, and help shape the future of an emerging cloud technology.

Within AWS, the Worldwide Public Sector (WWPS) Customer Optimization and Enablement Organization is responsible for supporting Public Sector customers and partners in their journey to the cloud.

Our vision is to promote long-term healthy AWS relationships by ensuring AWS WWPS customers and partners have the operational knowledge, best practices, processes, and mechanisms in place to effectively manage operational aspects of their AWS business.

Job Description :

As a member of the Customer Enablement Specialist Team, you will be part of a growing team of advanced specialists that provide operational and strategic support to our Public Sector customers.

Your responsibilities will focus on working with AWS sales teams and providing customers a white glove experience in support of the following : Operational account structure and onboarding, billing and account guidance, cost optimization, contractual onboarding, customized report creation for internal and external customers, delivering customer facing education sessions, and document creation and maintenance.

You should be a self-starter, comfortable working directly with customers, possess exceptional organizational skills, capable of creating simple, scalable solutions to difficult problems, and thrive in a fast paced and dynamic environment.

Key job responsibilities

• Solve a variety of customer requests including billing escalations, account structure guidance, and cost optimization best practices
• Manage numerous ad hoc requests concurrently
• Prioritize and resolve customer and internal escalations
• Simplify complex issues, provide customized reporting with the ability to understand, analyze, and effectively communicate to AWS customers
• Become a subject matter expert and leverage best practices regarding AWS account structure, billing and accounts, and cost optimization
• Develop training and documentation that the organization and customers can leverage at scale
• Work with a broad set of key stakeholders including AWS Sales, account receivable (AR), customer service, legal, and AWS customers and partners
• Drive adoption of the Customer Enablement team throughout your assigned portfolio
• Gather insights from the business, formulating opinions and presenting solutions to AWS leadership

About the team

Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have twelve employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally.

We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences.

Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work / Life Balance

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment.

We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship.

We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

We are open to hiring candidates to work out of one of the following locations :

Seattle, WA, USA

BASIC QUALIFICATIONS

• BA / BS degree required
• 2+ years relevant experience
• 1+ year experience using Microsoft Excel with the ability to analyze large datasets and simplify complex data
• Direct customer facing experience

PREFERRED QUALIFICATIONS

• Experience working with or in technology or public sector fields
• AWS Cloud Practitioner Certification
• Knowledge or experience with AWS Services
• Ability to operate successfully in a lean, fast-paced organization and to create a vision and organization that can scale quickly
• Proven experience driving customer centric change throughout a department and / or organization
• French, Spanish, and Portuguese preferred
• Excellent verbal and written communication skills with a high level of comfort in working with a diverse range of customers.
• Robust critical thinking skills and the capacity to creatively resolve problems using diverse and adaptable tools / processes
• Self-starter with a natural curiosity to learn new skills in an ever-changing environment
30+ days ago