Sr. GTM Program Manager, Customer Success Specialist
Apply NowCompany: Amazon
Location: Seattle, WA 98115
Description:
We are seeking an exceptional GTM Program Manager for the AWS Customer Success Center of Excellence (CS COE) to build and implement tactical customer success programs that drive scalable impact. In this role, you will develop customer journey frameworks, technical enablement content, and data-driven analytics to deliver meaningful customer outcomes that enhance the AWS customer experience. This position offers the opportunity to design and implement solutions that empower AWS teams and partners to deliver exceptional customer success at scale.
You will be responsible for developing and optimizing customer success programs, implementing predictive health scoring systems, and creating operational playbooks utilized across the CS COE. A key aspect of your role will be supporting the development of engagement mechanisms and reporting frameworks that enable effective collaboration between the CS COE and field teams, ensuring consistent delivery of customer success best practices and insights.
To succeed in this role, you will bring technical program management expertise, ability to gather deep insights from data, and process design & optimization skills. Our stakeholders are broad, internal, and external to AWS, and distributed across the globe. You will work effectively with internal end-users and cross-functional teams to implement customer success initiatives, deploy technical frameworks, and deliver successfully against high standards.
The role requires orchestrating complex technical programs while managing cross-functional initiatives. You should have experience in customer journey mapping, playbook development, and program implementation. You will be comfortable with ambiguity in a fast-paced and ever-changing environment, able to think strategically while maintaining attention to detail in day-to-day program execution and tracking.
Key skills:
- Technical program management and project orchestration
- Data analytics skills and ability to build dashboards in collaboration with sales operations
- Technical content development and enablement delivery
- Process automation and optimization
- Customer success methodology and framework deployment
- Customer journey mapping and playbook development
- Cross-functional program coordination
Key job responsibilities
- Build and implement tactical customer success programs and enablement content
- Design and optimize customer journey frameworks and technical playbooks
- Implement predictive health scoring systems and monitoring metrics
- Engineer business intelligence dashboards and conduct advanced data analysis
- Orchestrate day-to-day program implementation and technical tracking
- Support day-to-day program implementation and tracking
About the team
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The Worldwide Specialist Organization (WWSO) works backwards from customers to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses, and pride themselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam.
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.
Diverse Experiences
Amazon 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.
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 in the cloud.
Inclusive Team Culture
Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
Mentorship and 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.
BASIC QUALIFICATIONS
- Experience using advanced analytics and machine learning to determine and drive improvements
- 5+ years of technical program management experience
- Experience architecting program strategy, end to end delivery, and communicating results to senior leadership
- 5+ years of relevant work experience in technical program management, customer success, or related fields
- 3+ years of experience with data engineering and creating BI dashboards using tools such as QuickSight, Tableau, Power BI, or Excel
PREFERRED QUALIFICATIONS
- Bachelor's degree or equivalent in Business Administration, Marketing, Computer Science, or a related discipline
- Experience developing and managing customer health scoring systems
- Familiarity with customer relationship management (CRM) platforms, particularly Salesforce
- Understanding of cloud economics and experience working with cloud services
- Strong ability to develop and maintain working relationships with all levels of internal stakeholders
- Experience with data analysis and basic SQL querying for insights generation
- Familiarity with project management methodologies (e.g., Agile, Scrum) and tools
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $138,200/year in our lowest geographic market up to $239,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
You will be responsible for developing and optimizing customer success programs, implementing predictive health scoring systems, and creating operational playbooks utilized across the CS COE. A key aspect of your role will be supporting the development of engagement mechanisms and reporting frameworks that enable effective collaboration between the CS COE and field teams, ensuring consistent delivery of customer success best practices and insights.
To succeed in this role, you will bring technical program management expertise, ability to gather deep insights from data, and process design & optimization skills. Our stakeholders are broad, internal, and external to AWS, and distributed across the globe. You will work effectively with internal end-users and cross-functional teams to implement customer success initiatives, deploy technical frameworks, and deliver successfully against high standards.
The role requires orchestrating complex technical programs while managing cross-functional initiatives. You should have experience in customer journey mapping, playbook development, and program implementation. You will be comfortable with ambiguity in a fast-paced and ever-changing environment, able to think strategically while maintaining attention to detail in day-to-day program execution and tracking.
Key skills:
- Technical program management and project orchestration
- Data analytics skills and ability to build dashboards in collaboration with sales operations
- Technical content development and enablement delivery
- Process automation and optimization
- Customer success methodology and framework deployment
- Customer journey mapping and playbook development
- Cross-functional program coordination
Key job responsibilities
- Build and implement tactical customer success programs and enablement content
- Design and optimize customer journey frameworks and technical playbooks
- Implement predictive health scoring systems and monitoring metrics
- Engineer business intelligence dashboards and conduct advanced data analysis
- Orchestrate day-to-day program implementation and technical tracking
- Support day-to-day program implementation and tracking
About the team
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The Worldwide Specialist Organization (WWSO) works backwards from customers to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses, and pride themselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam.
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.
Diverse Experiences
Amazon 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.
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 in the cloud.
Inclusive Team Culture
Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
Mentorship and 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.
BASIC QUALIFICATIONS
- Experience using advanced analytics and machine learning to determine and drive improvements
- 5+ years of technical program management experience
- Experience architecting program strategy, end to end delivery, and communicating results to senior leadership
- 5+ years of relevant work experience in technical program management, customer success, or related fields
- 3+ years of experience with data engineering and creating BI dashboards using tools such as QuickSight, Tableau, Power BI, or Excel
PREFERRED QUALIFICATIONS
- Bachelor's degree or equivalent in Business Administration, Marketing, Computer Science, or a related discipline
- Experience developing and managing customer health scoring systems
- Familiarity with customer relationship management (CRM) platforms, particularly Salesforce
- Understanding of cloud economics and experience working with cloud services
- Strong ability to develop and maintain working relationships with all levels of internal stakeholders
- Experience with data analysis and basic SQL querying for insights generation
- Familiarity with project management methodologies (e.g., Agile, Scrum) and tools
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $138,200/year in our lowest geographic market up to $239,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.