Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization

Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization Job ID: | Amazon Web Services, Inc. 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. 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. 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‑practice 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), and 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. Basic Qualifications 9+ years of leading large‑scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience. 5+ years of customer‑facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience. Bachelor's degree in science, technology, engineering, math, business or equivalent. Preferred Qualifications PMP certification, or Scrum/Agile, SAFe certification. AWS certifications such as AWS Solutions Architect Associate and/or AWS SysOps Administrator. Experience implementing cloud services including migrations and modernization projects or similar. Legal and Benefits Information 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 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 the 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 This position will remain posted until filled. Applicants should apply via our internal or external career site. #J-18808-Ljbffr