Senior Customer Success Manager, Amazon Connect Decisions GTM

About the role

Join an early AWS team using agentic AI to change how global companies plan and operate their supply chains. You'll be the technical lead who turns that promise into results for enterprise customers and helps build the team that scales it.

Amazon Connect Decisions is a supply chain planning and intelligence solution with AI teammates that work alongside customer teams harmonizing demand signals into consensus forecasts, generating constraint-aware supply plans, and actively monitoring operations to prevent problems, resolve issues, and identify root causes for continuous improvement.

Our customers are manufacturers, distributors and retailers around the world. You'll work with their teams to get the service running on their own data, prove it beats what they use today, get them to production usage, and bring what you learn back to the engineers and scientists building it. What you hear from customers shapes the product.

• Work directly with supply chain leaders at large enterprises
• Solve hard technical problems with real customer data
• Work side by side with the people building the service
• Help design how a new team grows

Key job responsibilities

• Own a portfolio of enterprise customer deployments from kickoff through production
• Load and audit customer data (orders, inventory, product master, sourcing rules, inventory policies) from SAP and other ERP and planning systems, and fix what blocks a good forecast or plan
• Find the root cause when a forecast, plan or alert is wrong, and decide whether the fix belongs in the data, the configuration or the product
• Configure forecasting, supply planning and inventory alerts to match each customer's operation, including deciding what the product should not do for them
• Run accuracy work: backtests, comparisons against the customer's current forecast, and forecasts for new products with no sales history
• Lead workshops and recurring working sessions with customer planners and executives, and drive adoption until the customer's own team runs the system
• Reproduce, file and track defects with engineering, validate fixes, and turn recurring gaps into feature requests backed by customer evidence
• Build reusable assets (playbooks, data checks, AI-assisted tools) that make the next deployment faster for our team and our partners
• Mentor teammates and partner consultants on the technical side of deployments
• Report status, risks and results to leadership

A day in the life

• Your primary responsiblity is getting customers to production and keeping them there.
• A morning might start with a customer whose forecast dropped to zero for a product family.
• You trace it to their ERP extract, fix the load, rerun the plan and walk the planner through it that afternoon.
• Later you reproduce a defect with engineers and plan an onsite workshop.

You'll work daily with account managers, solutions architects, product managers, scientists, engineers and partners, with customers across three continents and some travel (about [X]%). Beyond your accounts, you'll help build the playbooks and AI tools the team runs on.

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

• 5+ years of working with Business Application Technologies, including, but not limited to End User Compute (EUC), Supply Chain, Contact Center as a Service, Consumer Data Applications, Encrypted Communications, and/or Communication Developer Services experience
• 5+ years of Go-To-Market, Business Development, Sales, or Consulting experience
• Experience presenting to both technical and non-technical executive audiences
• Bachelor's degree
• 5+ years of working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage experience
• 5+ years of in program management, workforce strategy development, or metrics-driven decision making experience
• Experience developing strategies that influence leadership decisions at the organizational level
• Experience managing programs across cross functional teams, building processes and coordinating release schedules
• Experience explaining complex technical concepts to various business and technical audiences
• Experience leading complex, multi-year initiatives that may be cross-functional and/or span business and technology

Preferred Qualifications

• Master's degree in business, data science, public administration, finance, engineering, human resources or related field, or PMP certificate
• Experience interpreting data and making business recommendations across leadership and cross-functional teams
• Experience selling enterprise software or cloud-based applications

Additional information

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Pay and benefits

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.

• USA, NY, New York - 162,700.00 - 220,200.00 USD annually
• USA, TX, Austin - 147,900.00 - 200,100.00 USD annually
• USA, WA, Seattle - 147,900.00 - 200,100.00 USD annually