John Loiacono · Head of Customer Solutions (Success) Management - GSI · | Scholar ✭✭

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  • At AWS, we focus on three key components, and we use the acronym JOE to remind ourselves and others what those three components are: (1) Our customer's Journey to (and within) the cloud; (2) Our customer's desired Outcomes; (3) Definition of and Execution on the plan to achieve those outcomes... JOE. Recently, my team have…
    in What are the key components of a customer success program? Comment by John Loiacono July 2020
  • At AWS, the customer success function lives with our Customer Solutions Managers (CSM). Our CSMs are part of the sales organization, and work side-by-side with our Global Account Managers (GAM), and our Global Solutions Architects (GSA). This trio are considered the proverbial "three legs of the stool," and make up he core…
    in Where does Customer Success "live" within your organization and why? Comment by John Loiacono July 2020
  • Greetings All! I lead the Customer Solutions (Success) Management for our GSI (Global Systems Integrators) customers at AWS. Because of our (AWS) "peculiar ways," we have defined customer success a bit differently, hence the role title of Customer Solutions Manager. Looking forward to working and learning with you all. John
    in Community Introductions Comment by John Loiacono June 2020
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