Meet Lucia, Customer Enablement Specialist

Lucia joined AWS in 2019 as a Customer Enablement Specialist, and is based in Iberia.

HereAtAWS: Hi Lucia, tell us about your career journey. What brought you to your current role at AWS?

Lucia: I have two passions in my life: customer experience and technology. However, my career journey didn’t start with the typical “I was 8 years old when I first got in touch with technology…” but rather, technology came unexpectedly into my life at a later stage.

My educational background is actually technology agnostic: I hold a Bachelors degree in Political Science, majoring in International Studies, with a Master’s degree in International Trade.
So, how on earth did someone with this background end up at Amazon Web Services? Well, this is a beautiful story that shows it’s never too late to start your career in high-tech, nor too late to learn and be curious!

It all started when I was given the opportunity eight years ago to work at a tech company, managing partners sales. This is where I first learned how technology can help companies grow and develop, be more competitive and resolve complex business needs, which made me instantly become a technology aficionado.

The fact that I had to learn everything from scratch as well, gave me a deeper understanding of the most frequent challenges customers face when taking their next steps in cloud adoption. This is where my second passion came into play: I became an advocate for customers and partners, and transitioned to a customer success position, where I had the opportunity to help a wide variety of companies through their digital transformation journey.

However, after five years I felt a piece was still missing in my career development: the company I was working at didn’t obsess over customer experience as much as I do, and I needed to continue learning and growing. That’s when I decided, in May 2019, to apply to the position of Customer Enablement Specialist in the most customer-obsessed company I knew of: Amazon Web Services.

Since then, I haven’t stopped learning, developing and helping customers as much as ever before, surrounded by the most talented peers I could ask for. 

HereAtAWS: Can you explain your role in simple terms; who your customers are, and how you help them?

Lucia: My role is Customer Enablement Specialist for Enterprise Greenfield customers in Spain and Portugal. It consists of supporting new enterprise customers throughout their cloud journey: from customer relationship management and influencing decision making, to helping customers drive cloud operational excellence.

HereAtAWS: What kind of skills do you need to succeed in your role?

Lucia: I’d say empathy and the ability to earn customer trust is critical for my role. Every day I engage with customers whose cloud maturity level is still low, hence they know what they want to achieve with technology, but do not still understand AWS Cloud services in detail. My role is to anticipate these blockers and provide customers with recommendations and workshops, ensuring minimal frictions during these first steps into the cloud.

HereAtAWS: Have you had to learn any specific new skills for your role? 

Lucia: Every day! That’s the magic of working in technology. Every week there are new services announcements, new enhancements, new features launched. My job constantly changes as well, as I need to stay up to date to deliver the best service possible to my customers. But that’s not all! I am constantly learning and getting new technical certifications, whilst also investing time in improving my communication skills.

HereAtAWS: How does your work with customers help to make a positive impact on society? 

Lucia: I love this question! Cloud technology is such a new and disruptive paradigm. It manages to help companies from all sizes and businesses access technology, and so I have witnessed the impact first-hand.

One example is helping businesses quickly deploy workspaces to allow their employees work from home. I have also recently participated in projects to help schools launch e-learning capabilities, or medical companies implement big data to efficiently analyse big amounts of information for medical development.

HereAtAWS:What’s the most exciting part of your job?

Lucia: When I have a customer 100% empowered and confident to drive operations in the cloud. Since I engage with customers in the very early stages of their cloud journey, it takes several interactions with the customer to help develop their cloud operations team, expand their knowledge, implement best practices and configure everything correctly. Then, when they are what I call "fully on-boarded", that moment is so precious! 

HereAtAWS: And what’s the most challenging part of your job?

Lucia: The most challenging part – and also one of the most rewarding – is to work in such a fast-paced environment. Everything at AWS moves fast, technology evolves quickly, and so we also need to constantly evolve as well.  How my role looks today is not how it will look tomorrow, and that requires certain adaptability skills, like enjoying uncertainty!

HereAtAWS:What advice would you give people joining AWS?

Lucia: Do not rush, keep calm! AWS gives you 3 months to focus on learning, adapting and building your network, so take that opportunity to ramp up in the role. There will be time to contribute further once you have finished learning. Also, don’t be afraid to speak up in a meeting or ask for help right from Day 1.

HereAtAWS:What three words would you use to describe workdays at AWS?

Lucia: Fun, rewarding and customer-obsessed!

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