Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

Why should you join the Customer Experience team?

WWT’s Customer Experience (CX) team is focused on our customers first, partnering with them to ensure we understand their goals, then applying the efforts necessary to achieve those goals. It is a rewarding way to ensure that our relationships continue foster quality business outcomes and our customers view us as their strategic advisors.

CX is also a thriving area of growth for many companies who are making the shift from transactional sales models to supporting recurring revenue. Customer Experience has become a key driver to ensuring that any customer who commits to a contract with a vendor sees success and continues to renew that business. This industry trend towards recurring revenue models makes WWT Customer Experience an area of great opportunity for potential candidates.

What will you be doing?

World Wide Technology (WWT) is currently looking for an Associate SLED Customer Success Manager (CSM) who will manage the software lifecycle activities of customers who have signed long term recurring revenue agreements with WWT. This position will ensure all client roadmap items are addressed in a timely manner, setting up a frictionless renewal of the contract or continual use of their recurring revenue model. The goal of this position is to ensure all entitled software and available features are fully consumed enabling our customers to achieve their desired business outcomes.

This job requires that the Associate CSM look at our client’s goals as their own and their singular focus to be on ensuring that clients are successful in driving their business initiatives. The ideal candidate for this role will need to learn the entire business, including Sales, Operations, Marketing, and Finance, partnering with these groups to drive towards our customers’ vision. Candidates should display tenacity and an eagerness to learn and help develop the quickly-growing CX team. The day-to-day tasks of the Customer Success Manager will vary on a daily basis but creating campaigns and executing those campaigns will be a daily goal. This position requires extreme flexibility and agility, with the comfort and ability to create and develop new processes.

We are looking for the type of candidate that has the creativity to overcome challenges, a passion for success, the tenacity to accomplish a goal and the desire to succeed.

To be successful in this role you should:

• Be able to create and present content to customer contacts & stakeholders
• Be highly organized with the ability to easily toggle between tasks and areas of focus
• Be a self-starter, comfortable working within an ambiguous and quickly changing environment
• Be able to solve problems quickly and take a “common sense” approach to challenges
• Be capable to work independently and evaluate where and how your day-to-day efforts should focus
• Be eager to learn and approach the position and responsibilities with ongoing agility
• Be a problem-solver with an anticipatory mindset that is able to quickly identify needs and desired outcomes
• Be tenacious and have a “by any means necessary” attitude
• Be willing to self-educate to appropriately support customers within their purchased technology(ies)
• Be comfortable learning from and shadowing senior team members with minimal or limited guidance
• Be able to translate learning opportunities and coaching into customer-facing application

Responsibilities include:

• Serve as primary contact for the Customer Experience team, Field Sales, OEM relationships and all internal teams for EA or Subscription activities.
• Prepare and present detailed briefing materials & pointed analytics
• Manage all aspects of client requests to drive consumption with full engagement with WWT delivery departments
• Support appointed customers within their predefined EA License Management process, including license requests, provisioning, user training and move, add, change, delete (MACD) management
• Aid team members (Customer Experience Executives and/or Customer Success Managers) in crafting customer-facing collateral, metrics and data, consumption & utilization reporting, etc.
• Maintain &/or develop customer-facing digital Community site(s) on WWT’s Platform
• Document all activity in a Customer Success Roadmap through Gainsight (internal Customer Relationship Management tool). Gainsight guidance & training provided by senior team member(s), as well as product owner
• Engage with our OEM partners to achieve expertise around assigned OEM’s products, people, and processes
• Assist in the development and delivery of customer health checks, quarterly success reviews, and workshops
• Support in the presentation and/or creation of Business Reviews (at cadence appropriate to each stakeholder team) to offer customer insights into their current business outcomes and ROI
• Develop, communicate and track KPIs
• Identify new areas of opportunity beyond current organizational thinking
• Analyze statistics and compile accurate reporting
• Create customer experience roadmaps, informed by the needs of the customer. Roadmaps will include short- & long-term plans to deliver on customer strategies
• Attend work on a regular and reliable basis and may be called upon to work outside regular business hours
• Future growth opportunity: Develop skill set to present and delivery directly to C-suite and/or customer-facing executives

Qualifications:

• Experience (1-2 years) in the fields of Customer Success, Sales, BD, Project Management, Operations, IT, or Business Analysis
• Direct experience supporting and engaging customers that have purchased large-scale, recurring technology agreements is preferred
• Functional understanding of Cisco Enterprise Agreements, products and solutions is required
• Working knowledge of Cisco Licensing & associated user portals is strongly preferred
• Experience supporting and engaging with customers within the Public Sector space is strongly preferred
• Ability to solve problems quickly and take a “common sense” approach to challenges
• Capability to perform comfortably within an ambiguous and quickly changing environment
• Comfort in quickly learning from and shadowing Senior team members with minimal guidance and direction
• Ability to self-educate and self-regulate time, focus and efforts to appropriately onboard yourself into the role/team, leveraging senior team members as mentor-type partners
• Experience dealing with all levels of corporate structure
• Strong internal motivation and passion for learning
• Strong project or process development skills
• Ability to prioritize and organize effectively and manage multiple projects and assignments
• Ability to develop strong working relationships with peers and project members
• Ability to analyze and interpret data
• Critical thinker with a common-sense skillset

Education:

• Undergraduate Degree in a related field or equivalent work experience is required

10% Nationwide Travel is possible

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $45,000.00 to $57,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

Want to learn more about Customer Experience - WWT

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email taposting@wwt.com.

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider with $17 billion in annual revenue, combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for large public and private organizations around the world.

With nearly 9,000 employees and more than 55 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 11 years in a row by Fortune and Great Place to Work®️ for its unique blend of determination, innovation and leadership focus on diversity and inclusion.