Customer Enablement Specialist - Customer Success

Amazon Web Services, Inc. - Ballston, VA

Full-time
  • At least 2+ years of experience presenting to and training customers
  • At least 1+ years of relevant experience in technology, cloud, Public Sector or Education
  • At least 1+ years of demonstrated Excel proficiency
  • BA/BS degree required
For more than 12 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 in the Education space? Do you like working in a dynamic and flexible environment where you are able to create custom solutions to delight customers?

Job Description:
As a member of the Customer Enablement Specialist Team supporting Education, you will be part of a growing team of advanced specialists that provide operational and strategic support. Your responsibilities will focus on working with internal business development teams and providing customers a white glove experience including: account architecture and on-boarding, billing and account guidance, cost optimization, contracts and enterprise agreements, customized reports for internal and external requests, delivering training sessions, and documentation creation and maintenance. You must be a self-starter who is comfortable working directly with both customers and cross-functional internal teams.

Role & Responsibilities:
  • Solve a variety of customer requests from billing to account structure and cost optimization
  • Manage numerous ad hoc requests concurrently
  • Prioritize and resolve customer and internal escalations
  • Become a subject matter expert with respect to account architecture and on-boarding, billing and account event management, cost optimization, contracts and enterprise agreements, and customized reporting
  • Work with a broad set of key stakeholders from billing, accounts receivables, business development, customer service, legal, and customers
  • Analyze data and present trends to internal stakeholders
  • Drive adoption of the Customer Enablement team throughout WWPS Education
  • Work with account managers and customers on site
  • Develop and conduct training and documentation that the organization and customers can leverage at scale
  • Simplify complex issues, provide customized reporting and effectively communicate in depth analysis to AWS customers
  • Create Monthly Business Reports to share trends to the field
  • Strong verbal and written communication skills with high level of comfort working with diverse set of customers
  • Experience taking ownership and driving resolution on escalated customer issues
  • Strong critical thinking skills and the ability to creatively solve problems using multiple and variable tools/processes
  • Self-starter with a natural curiosity to learn new skills in an ever-changing environment
  • Excellent organizational and time-management skills
  • Experience presenting to C-Level executives and Provosts
  • Experience working with or in technology or public sector fields
  • Experience working with Education customers
  • Knowledge or experience with AWS Services
  • Exhibits sound business judgment, a proven ability to influence others, strong analytical skills, and a proven record of accomplishment of taking ownership, leading data backed analyses, and influencing results
  • 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
  • Meets/exceeds Amazon’s leadership principles requirements for this role
  • Meets/exceeds Amazon’s functional/technical depth and complexity
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age