Senior Business Value Specialist – Amazon Connect, Customer Experience

Description

Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the business savvy, customer experience, contact center sales background, and skills necessary to help position AWS as the Cloud Contact as a Service (CCaaS) cloud provider of choice for customers? Do you love building new strategic and data-driven businesses? Join the Worldwide Specialist Organization (WWSO) Amazon Connect team as an Amazon Connect Business Value Specialist (BVS)!

WWSO is part of the AWS Specialist & Partner (ASP) organization, which is responsible for driving revenue, adoption, and growth from the largest and fastest growing worldwide small- and mid-market accounts to enterprise-level customers including public sector. We work backwards from our customers most complex and business critical challenges to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses. WWSO teams include business development, specialist and technical solutions architecture. As part of WWSO, you’ll provide expertise across the entire life cycle of an AWS customer initiative, from developing ideas for new services to accelerating the adoption of established businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam.

As AWS and Amazon Connect continue to grow rapidly, we are seeking an Amazon Connect Business Value Specialist (BVS) to join our team. As a BVS, you will work closely with customers and help them maximize the financial benefits of their use of the Amazon Connect application. You will conduct in-depth analyses of the customer’s contact center operations and usage patterns, provide recommendations on how to optimize their Amazon Connect implementation for cost savings, and help customers understand the total cost of ownership and economic impact of transitioning to Connect. Key responsibilities include discovering customer business outcomes and the metrics that drive them, creating a business justification proposal that articulates the quantitative benefits of a customer experience transformation based on Amazon Connect, and working with the AWS team to help customers realize the full potential of using Amazon Connect.

Key job responsibilities
• Engage with customers to fully understand their desired business outcomes, technical requirements, and optimization opportunities to create business value.
• Create & present compelling proposals that that address specific business needs of your customers who are considering a migration to Amazon Connect.
• Leverage your financial analysis and customer experience domain background to understand the most important customer challenges and illustrate the financial benefits of addressing them with Amazon Connect.
• Identify opportunities for optimizing the way our customers realize value from Amazon Connect
• Create tools that allow AWS teammates to run their own Amazon Connect transformation benefit analysis with their customers.

A day in the life

The Amazon Connect Business Value Specialist (BVS) listens to what customers identify as key outcomes and dives deep into how they maximize their financial investment in Amazon Connect. The BVS collaborates with customers and uses financial analysis and presentation tools to build a compelling business case for migrating to Amazon Connect. Working with existing customers, the BVS identifies opportunities for them to fulfill their stated objectives towards realizing the full value of Amazon Connect. As a leader, the BVS implements ways to scale their methodologies and tools so other AWS field team members can deliver similar results to their customers.

Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

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, theres nothing we cant achieve in the cloud.

Here at AWS, its 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 (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasnt followed a traditional path, or includes alternative experiences, dont let it stop you from applying

About the team

The Customer Experience specialist team helps customers learn about and adopt Amazon Connect. We are one of the fastest growing AWS services and a leader in the Contact Center as a Service (CCaaS) category. As an AI-powered cloud contact center, Amazon Connect delivers a rapid pace of innovation that enables companies to unlock bar raising experiences for customers and agents at lower cost.

Basic Qualifications

– 5+ years of business development/consulting in enterprise software, cloud, or SaaS companies

– Experience creating and presenting business value proposals to VP and C-level executives

– Bachelors or equivalent experience

Preferred Qualifications

– Experience with Contact Center technology transformation initiatives

– Deep understanding of cloud technologies, including public and hybrid cloud platforms.

– Experience managing programs across cross functional teams, building processes and coordinating release schedules

– Financial analysis spreadsheet skills and presentation (Powerpoint) creation/delivery skills

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.