Customer Success Manager

Why WWT?

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider leading the AI and Digital Revolution, with $20 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. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps customers 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 nearly 10,000 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 13 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. With this culture at its foundation, WWT bridges the gap between business and technology to make a new world happen for its customers, partners and communities.

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

Why should you join the Managed Services team?

As a Customer Success Manager within WWT, you will be working with Fortune 500 customers across all verticals. As WWT is transforming itself to be a services-lead organization, you will be part of the team that leads the charge in developing and establishing a new and exciting line of business with an expanding recurring revenue stream. Joining now will put you on the ground floor of an emerging line of business for Professional Services and provide an opportunity to develop strong client relationships as well as help shape the Client Experience practice.

What will you be doing?

Customer Success Manager (CSM) will manage the lifecycle activities of the Day-2 long-term network, UC, and/or Microsoft support engagements of the clients of the WWT Managed Services group. This position is primarily responsible for client satisfaction and for the success of the client’s journey with WWT. The CSM’s main role is to be the client’s advocate and trusted advisor. Based on CSM’s observations of their clients and/or industry trends and best practices, CSM will also provide input into internal improvement initiatives. The ultimate goal of this position is to ensure WWT delivers unparalleled business value and outcomes enabling a frictionless renewal of the support contract.

Responsibilities:

• Serve as a non-technical business hours escalation point for Managed Services clients
• Prepare and conduct Quarterly Business Review (QBR) with the client
• Analyze data and ticketing information periodically to determine larger-picture issues
• Leverage findings to provide recommended changes to client and/or internal team(s)
• Provide Issue resolution and risk mitigation
• Continuously focus on methodologies & process improvement
• Collaborate with and support the account team
• Evangelize our services value-add
• Good understanding of the WWT Services Portfolio and Managed Services Offering
• Lead and participate in internal CS initiatives
• Build, develop, and maintain OEM relationships as needed
• Build relationships with appropriate WWT individuals and teams
  
  

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Qualifications:

• Bachelor’s Degree or equivalent experience
• ITIL certification(s) preferred but not required
• 5+ years of relevant business experience (Client Success, Customer Service, Project/Program Management, Account Management, or similar)
• Excellent written and verbal communication skills
• Strong customer facing & presentation skills
• Ability to collaborate and influence
• Strong relationship-building abilities
• Excellent understanding of financial practices
• Strong problem-solving skills with the ability to implement change
• Skillful conflict management and conflict resolution
• Strong Customer Service skills
• Issue resolution and risk mitigation experience
• Thought Leadership ability
• This is a remote position, but periodic travel (up to 25%) might be required
  
  

Want to learn more about Infrastructure Services? Check us out on our platform: WWT Managed Services

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