Kensei Arai

Led the sales team in negotiations with departments utilizing shared infrastructure platforms. Spearheaded the launch of customer engagement and customer success initiatives, driving service improvement activities. Collaborated closely with engineering teams to enhance shared infrastructure services, resulting in a 1.36-point increase in user satisfaction based on a 5-point survey scale.

Proposed and led the establishment of a Cloud Center of Excellence (CCoE) to address cloud utilization challenges across the organization. Drove cross-functional initiatives including cost reduction, knowledge sharing, training programs, governance, security enhancements, and cloud talent development. Managed the full lifecycle of these activities from conception to execution. Achieved a 20% reduction in cloud spending. Led a cloud education project, rolling out workshops and personalized learning programs, achieving over 90% satisfaction.

The AWS JP Customer Enablement Team is a team to improve sales rep productivity and enable customer success on the AWS platform by 1) simplifying the pre-sales and post-sales customer experience, 2) enabling customer optimization and cost savings and 3) driving customer centric change inside of AWS. I moved to this team in May 2019 and was promoted again in April 2021. Recent work: I have been involved in the development of an in-house chatbot-type knowledge base and have contributed to reducing the man-hours of many employees. I was in charge of almost everything except tech, designing content, building operational flows, and collaborating with other teams. I coordinate knowledge owners to consolidate scattered knowledge. I devised and implemented various mechanisms for operating this tool. This tool from Japan is currently being adopted globally and this project won an award in the Asia Pacific segment. To promote the contract of the discount option and contributed to the publicity to the customers, I have appeared in two videos explaining pricing options. (Youtube: AWS Japan Official) https://www.youtube.com/watch?v=RPP7jNAdNCc https://www.youtube.com/watch?v=mF8EUkXhLjQ I am contributing to the promotion of comprehensive contracts by creating an analysis dashboard for customer usage. As mentioned above, I devise and execute many programs in collaboration with various function teams from the viewpoint of reducing the workforce of the sales team. カスタマーイネーブルメントは珍しい職種ですが、お客様のクラウドジャーニーを推進するため、枠組みにとらわれず営業チームとお客様双方に対して様々なプログラムを考案、推進しています。 社内向けでは散在するナレッジを取りまとめるチャットボットの開発チーム(PM+エンジニア+私)の一員として、Non-Techなロールを全て担当しました。コンテンツデザイン、多くのチームを横断するナレッジオーナーの取りまとめ、ユーザーが疑問を適切に解決できるオペレーション作りなどです。このツールは日本発で現在はグローバルで利用され、多くの営業担当者の工数を削減できています。このプロジェクトを通じてプロジェクトマネジメントを学ばせていただきました。 AWSで提供している割引オプションの浸透のため、2本のYoutube Videoに出演していますので、是非ご覧ください。また私はお客様への割引オプション提案のためのテンプレートを作成しました。削減効果を明確に知っていただけるようになりましたので、現在ではほとんどのお客様がご利用いただいているオプションとなりました。 現在は包括契約推進のための、お客様のコスト分析・可視化などを進めています。

Our mission is to improve customer experience indefinitely. I have been working as Customer Service agent at AWS for two years. I was responsible for developing more than 10 new employees as a temporary team leader for four months. I have been promoted to Specialist in July 2018.

My mission was to dramatically improve the work efficiency of franchisee sales representatives and back office personnel. Responsible work was as follows. Development and introduction of systems. Proposal of the system to the franchisee. Improvement of back office work.