Job Description
DESCRIPTION
This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.
Today, AWS's observability services are critical for customers running modern applications at scale. The insights provided by AWS' full stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict, and prevent problems. As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence organization, you will drive enterprise adoption and value realization for Customers in their post launch journeys around observability. In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers. You will be technically credible in observability solutions (both commercial and open-source solutions) while effectively shaping the customer journey and developing your team's capabilities. The ideal candidate will have enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices. You will be passionate about helping customers achieve operational excellence through effective observability implementation.
This role will be deeply cross-functional and engage with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize customers' observability investments. You will develop customer success strategies, create playbooks, and build scalable frameworks that combine strategic thinking with operational excellence and technical expertise. Working closely with the Observability GTM and Customer Success Specialist teams, partners, and Professional Services, you will support service adoption plays.
AWS is one of Amazon's fastest growing businesses, servicing millions of customers in more than 190 countries. As organizations increasingly rely on cloud-native applications and distributed systems, full-stack observability has become critical to collecting, correlating, aggregating, and analyzing telemetry in network, infrastructure, and applications in the cloud, hybrid, or on-premises environments to gain insights into the behavior, performance, and health of systems.
Key job responsibilities
Strategic customer engagement:
Work directly with Customers to implement observability solutions to achieve their observability goals, from basic monitoring to advanced AIOps implementations
Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Observability (in close collaboration with the CloudOps domain teams)
Develop and scale customer success programs through respective Observability domain teams and partner success team.
Collaborate with the AWS Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the Observability team to design and deliver tailored technical workshops and enablement programs to accelerate time to value.
Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.
Adoption program development:
As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.
Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.
Develop governance frameworks for sustainable adoption at scale across domains.
Customer success management:
Design and monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.
Drive customer advocacy through success story documentation and advocacy program participation.
Product feedback loop:
Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.
Analyze trends in customer requests and pain points to identify potential product improvements.
Required Technical Knowledge:
Expertise with observability platforms and tools such as:
AWS native services (CloudWatch, CloudTrail, etc.)
Open-source solutions (Prometheus, Grafana, OpenTelemetry)
Commercial solutions (Datadog, New Relic, Splunk, Dynatrace)
Understanding of modern application architectures (microservices, containers, serverless)
Experience with DevOps practices and tools
Knowledge of SRE principles and practices
About the 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?
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.
Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
Mentorship & 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.
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.
BASIC QUALIFICATIONS
10+ years of senior customer facing role experience
15+ years of leading complex, large-scale, IT, technical or engineering programs experience
Bachelor's degree in Science, Technology, Engineering, Math, or a related field
Experience in a senior customer-facing role
Experience in leading complex, large-scale, IT, technical or engineering programs
Experience working with current technologies (especially cloud)
PREFERRED QUALIFICATIONS
PMP/SCRUM/Agile certification or are you SAFe certified
Knowledge of key technology and market trends
Knowledge of the software development/engineering lifecycle from conception to delivery
Experience implementing AWS/cloud services
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.
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 $164,500/year in our lowest geographic market up to $284,300/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.
This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.
Today, AWS's observability services are critical for customers running modern applications at scale. The insights provided by AWS' full stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict, and prevent problems. As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence organization, you will drive enterprise adoption and value realization for Customers in their post launch journeys around observability. In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers. You will be technically credible in observability solutions (both commercial and open-source solutions) while effectively shaping the customer journey and developing your team's capabilities. The ideal candidate will have enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices. You will be passionate about helping customers achieve operational excellence through effective observability implementation.
This role will be deeply cross-functional and engage with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize customers' observability investments. You will develop customer success strategies, create playbooks, and build scalable frameworks that combine strategic thinking with operational excellence and technical expertise. Working closely with the Observability GTM and Customer Success Specialist teams, partners, and Professional Services, you will support service adoption plays.
AWS is one of Amazon's fastest growing businesses, servicing millions of customers in more than 190 countries. As organizations increasingly rely on cloud-native applications and distributed systems, full-stack observability has become critical to collecting, correlating, aggregating, and analyzing telemetry in network, infrastructure, and applications in the cloud, hybrid, or on-premises environments to gain insights into the behavior, performance, and health of systems.
Key job responsibilities
Strategic customer engagement:
Work directly with Customers to implement observability solutions to achieve their observability goals, from basic monitoring to advanced AIOps implementations
Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Observability (in close collaboration with the CloudOps domain teams)
Develop and scale customer success programs through respective Observability domain teams and partner success team.
Collaborate with the AWS Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the Observability team to design and deliver tailored technical workshops and enablement programs to accelerate time to value.
Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.
Adoption program development:
As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.
Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.
Develop governance frameworks for sustainable adoption at scale across domains.
Customer success management:
Design and monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.
Drive customer advocacy through success story documentation and advocacy program participation.
Product feedback loop:
Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.
Analyze trends in customer requests and pain points to identify potential product improvements.
Required Technical Knowledge:
Expertise with observability platforms and tools such as:
AWS native services (CloudWatch, CloudTrail, etc.)
Open-source solutions (Prometheus, Grafana, OpenTelemetry)
Commercial solutions (Datadog, New Relic, Splunk, Dynatrace)
Understanding of modern application architectures (microservices, containers, serverless)
Experience with DevOps practices and tools
Knowledge of SRE principles and practices
About the 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?
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.
Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
Mentorship & 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.
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.
BASIC QUALIFICATIONS
10+ years of senior customer facing role experience
15+ years of leading complex, large-scale, IT, technical or engineering programs experience
Bachelor's degree in Science, Technology, Engineering, Math, or a related field
Experience in a senior customer-facing role
Experience in leading complex, large-scale, IT, technical or engineering programs
Experience working with current technologies (especially cloud)
PREFERRED QUALIFICATIONS
PMP/SCRUM/Agile certification or are you SAFe certified
Knowledge of key technology and market trends
Knowledge of the software development/engineering lifecycle from conception to delivery
Experience implementing AWS/cloud services
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.
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 $164,500/year in our lowest geographic market up to $284,300/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.
💡 Quick Summary
Seeking a career-building opportunity? The Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization position is now open for candidates interested in the Helper Jobs sector. This role in New York offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Helper Jobs is a plus.
