Customer Success Engineer, Data Center Learning

Description

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

Reporting to the Manager of Customer Success for APMEA and EURI, the Customer Success Engineer’s (CSE) help clusters to become and remain self-sufficient in executing their own training programs to include planning and conducting of training activities. CSEs collaborate with Training Coordinators on the Data Center Learning team as well as managers and administrators in their clusters, to ensure training is planned, assigned, and scheduled properly. CSEs facilitate the Train-the-Trainer program in their clusters to ensure each cluster has the right number and type of Certified Instructors to conduct their training locally.

As a CSE you will track key metrics for your clusters, ensure data accuracy, assist in the reporting of these metrics as required, and within Data Center Learning you are the owner of training metrics for your clusters. Each CSE is both the front-line, day-to-day face of Data Center Learning in their clusters, and is also the front-line voice of the customer in representing their needs across Data Center Learning.

Key job responsibilities
Key job responsibilities:
– Manage projects and deliver critical solutions, improvements, and mechanisms, which require you to work independently across teams.
– Engage with our customers to identify what is hindering growth, develop solutions, and test before scaling to benefit all customers.
– Organize, understand, and share customer feedback with other teams to ensure Data Center Learning’s decisions always consider the voice of the customer. You understand customer sentiment about Data Center Learning products and services.
– Transform raw thoughts into clear, consistent, and accurate documentation and/or direction. You own training strategies, training plans, and project status communication.
– Build constructive working relationships with customers, stakeholders, managers, and peers. You recognize discordant views and take part in constructive dialogue to resolve them.
– Support new cluster launches by engaging with cluster leadership early and helping them build their training program as the cluster prepares to launch.
– Collect data across multiple initiatives, are able to ensure data accuracy, and can communicate actionable insights from this data.
– Audit cluster training plans and completion metrics, to identify areas for support or intervention.
– Manage the rollout, maintenance, and auditing of the Train-the-Trainer program in your clusters to ensure they have the right number and type of Certified Instructors.
– Highly skilled in the Data Center Learning’s learning management systems (LMS), KNet & Learn.
– Able to create and close sessions, identify missed automated assignments, deep dive root causes, and escalate when required to resolve issues and minimize broader impact.

About the team
About the team
About AWS
Diverse Experiences
Amazon 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.

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.

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 and 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.

Basic Qualifications

– Bachelor’s degree in electrical or mechanical engineering, engineering technology or equivalent
– Experience developing and implementing training programs
– Experience in data center engineering or operations
– Experience giving skills and communicating complex concepts clearly and effectively to diverse audiences across different functions

Preferred Qualifications

– Bachelor’s degree or equivalent in Instructional Design, Adult Learning, Learning Design Principles, Learning Science, Educational Psychology or a related field
– Experience with analytical tools and ability to dive deep into metrics and reporting
– Experience with educational technology, learning platforms and developing talent pipelines and career pathways
– Basic knowledge of the Data Center Learning’s learning management systems (LMS) & Learn.
– Fluent Mandarin required to support engagement with Mandarin-speaking stakeholders

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.