Senior AI Acceleration Lead, Customer Success COE, AWS Specialist and Partner Organization , AWS Specialist and Partner Organization

Amazon Web Services (AWS) is seeking a Senior AI Acceleration Lead to join the Customer Success Center of Excellence (CS COE) within the AWS Specialists & Partner Organization. This role is critical to scaling how the CS COE engages with field teams and partners to drive customer outcomes through post-launch tooling, AI-powered platforms, and enablement frameworks.

You will own adoption strategy, communications, and change management for customer success programs and mechanisms, including next-generation AI tools, that reach thousands of field roles and partners globally. You will design and execute strategies for rolling out new tools and frameworks, drive phased regional rollouts, manage stakeholder communications with field leaders, and build feedback loops that accelerate product adoption and inform the tooling roadmap. You are held accountable when tool adoption falls behind plan or user outcomes are at risk.

This is a highly cross-functional role requiring the ability to influence without authority, communicate effectively with senior leaders, and operate at both strategic and tactical levels. You will partner closely with Product Management, Engineering, Field Leadership, Field Enablement, and Learning & Development teams to ensure that customer success programs land effectively with the field and drive measurable impact on customer outcomes.

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 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.



Key job responsibilities
Enablement, Adoption & Change Management:
-Own end-to-end enablement and adoption strategy for CS Intelligence AI tools, driving measurable increases in usage across field teams and partners
-Design and deliver content in collaboration with stakeholder teams (eLearning, learning paths, certifications, accreditation badges) and manage live sessions, office hours, and pitch practice exercises
-Own change management and field readiness across global field organizations, driving adoption from awareness through proficiency
-Plan and execute phased rollouts (regional, BU-level) for new tools and programs, managing dependencies with field leadership
-Track adoption and enablement metrics via dashboards; diagnose what is working and what is not, and implement corrective actions when usage falls behind plan
-Build repeatable enablement mechanisms (playbooks, onboarding frameworks, qualification criteria) that empower field teams to independently scale tool usage

Field Engagement & Stakeholder Communications:
-Lead cross-functional stakeholder communications for program launches, coordinating messaging across multiple geographic regions and business units
-Build and maintain relationships with field stakeholders to secure alignment and drive participation
-Enable field teams with personalized outreach, opportunity data, and tooling access; coordinate with regional teams (NAMER, EMEA, APJ, LATAM) to adapt engagement models locally
-Draft and deliver launch communications, status updates, and executive-level program summaries
-Navigate organizational complexity to influence adoption decisions without direct authority

Program Operations, Feedback & Product Influence:
-Collect and own the end-to-end feedback loop from tool users (field teams, partners), translating signals into structured input for the tooling roadmap
-Drive prioritization of features and capabilities by advocating based on observed adoption patterns, competitive gaps, and unmet user needs
-Manage tooling guides, FAQ documentation, and self-service resources for field and partner teams
-Build and maintain operational dashboards to track program health, adoption velocity, and engagement metrics
-Run operational rhythm (weekly syncs, office hours, feedback reviews) to maintain program momentum; identify blockers and implement process improvements to accelerate scale

We're looking for people that have:
-Experience driving adoption of enterprise software, SaaS platforms, or internal tooling at scale
-A strong background in enablement, change management, or field operations within technology companies
-Experience with CRM tools (Salesforce), learning management systems, and enablement platforms (Highspot, Seismic)

About the team
About AWS
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
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 (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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 in the cloud.

Basic Qualifications

- 6+ years of technical product or program management experience
- Experience developing or delivering training programs across multiple sites or regions
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- 3+ years of experience designing and delivering enablement programs (eLearning, certifications, or field readiness initiatives) at scale
- Track record of strong execution and taking accountability for adoption/usage outcomes and building programs that drove measurable results
- Bachelor's degree or equivalent professional experience

Preferred Qualifications

- Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages
- Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship
- Experience in cloud/SaaS partner enablement or field operations at large technology companies
- Experience working with CRM tools (e.g., Salesforce), learning management systems, and enablement platforms (e.g., Highspot, Seismic)
- Familiarity with post-launch engagement models, value realization frameworks, or customer lifecycle programs

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.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Mountain View - 171,000.00 - 231,400.00 USD annually
USA, CA, San Francisco - 171,000.00 - 231,400.00 USD annually
USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually