Job Description
DESCRIPTION
As Principal Product Manager of Customer Success Platforms, Intelligence, & Analytics within the AWS Specialists & Partners (ASP) org, you will be responsible for defining and executing the strategic vision for AWS customer success tooling with the Customer Success COE (CS COE). You will own strategy, execution, and delivery of key tooling features that enable AWS customer success teams and partners to drive adoption, measure outcomes, and deliver proactive support at scale. You will collaborate closely with AWS engineering, data science, UX, and operations teams to translate requirements into user-centric solutions, driving end-to-end product delivery. You will need a unique blend of deep technical expertise and strong business acumen to create an integrated tooling environment that drives operational efficiency and delivers actionable insights across the customer success organization, other AWS teams, and AWS Partners.
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.
Key job responsibilities
Strategy & Data-Driven Product Development:
- Developing a multi-year roadmap & driving prioritization to define and evangelize a product vision that aligns with AWS global objectives. Establish and apply prioritization frameworks (e.g., RICE, weighted scoring) to balance near-term delivery with long-term strategic bets.
- Lead discovery and gap analysis with cross-functional senior leaders to integrate data frameworks, sales artifacts, and automation and intelligence that drives towards Customer Success outcomes.
- Builds Continuous Improvement mechanisms and usability studies; synthesize feedback to iterate on features, optimize workflows, drive tool adoption, and inform the long-term product roadmap.
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Execution & Delivery:
- Own delivery of complex platform capabilities (e.g., unified data models, ML-powered risk scoring, self-service analytics) by writing clear Business Requirement Documents, PRFAQs, user stories, and acceptance criteria.
- Define and scale best practices for agile delivery, risk management, and release governance. Manages roadmaps and sprints with matrixed teams, tracking dependencies, risks, and go/no-go decisions to ensure timely feature releases.
- Focus on quality, scalability & adoption while partnering with engineering and data science to set platform SLAs and performance benchmarks. - Oversee post-launch analysis by conducting A/B experiments at scale, surfacing adoption gaps, and drive corrective roadmaps.
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Stakeholder Collaboration & Communication:
- Cross-functional stakeholder management and collaborate effectively with leaders in engineering, business intelligence, data science, and operations to translate customer needs into technical solutions; negotiate trade-offs and scope adjustments.
- Lead Voice of the Customer to engage directly with internal users (Customer Success roles, partner teams) via interviews, focus groups, and support ticket reviews to capture requirements and validate prototypes.
- Communicate effectively and often on status & change management with respect to progress, risks, and results through well written briefings, strategy docs, tooling demos, and stakeholder reviews; author launch playbooks, training materials, and release notes to drive smooth adoption.
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We're looking for people that have:
- Experience working across matrixed teams at senior levels to deliver results
- A strong technical background with understanding of wide variety of sales focused tools (Salesforce, QuickSight, etc.)
- Experience with data modeling, visualization, and business intelligence tools
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
- 8+ years of product management experience building enterprise software or analytics platforms
- Proven success defining and delivering strategic, cross-organizational initiatives
- Demonstrated expertise in advanced analytics, data modeling, and predictive ML techniques
- Strong business acumen; experience creating business cases, ROI, and value realization
- Bachelor’s degree in Computer Science, Engineering, Business, or a related field
Job Tags
Full time,