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.
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Why should you join the Customer Experience team?
WWT's Customer Experience team focuses 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 to 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 the WWT Customer Experience team an area of great opportunity for potential candidates.
What will you be doing?
World Wide Technology (WWT) is currently looking for a SLED (State, Local, & Education) Customer Success Manager who will manage the software lifecycle activities of SLED 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 Customer Success Manager 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 understand 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. Strong presentation skills, as well as the ability to "think outside the box", are pivotal to success within this position. 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 C-suite and/or customer-facing executives
- Be highly organized with the ability to easily toggle 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 of working 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 can quickly identify needs and desired outcomes
- Be tenacious and have a "by any means necessary" attitude
Responsibilities include:
- Serve as primary contact for our Clients, Field Sales, 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
- Document all activity in a Customer Success Roadmap through Gainsight (internal Customer Relationship Management tool)
- Engage with our OEM partners to achieve expertise around assigned OEM's products, people, and processes
- Plan and facilitate customer health checks, quarterly success reviews, and workshops
- Lead 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 of 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
Qualifications:
- Direct experience supporting and engaging customers that have purchased large-scale, recurring technology agreements
- Direct experience supporting and engaging customers within the PubSec market
- Experience (3+ years) in the fields of Customer Success, Sales, BD, Project Management, Operations, IT, or Business Analysis
- Proven and working understanding of Cisco Enterprise Agreements, products and solutions
- Ability to solve problems quickly and take a "common sense" approach to challenges
- Capability to perform comfortably within an ambiguous and quickly changing environment
- Experience dealing with all levels of Corporate structure
- Strong internal motivation and passion for learning
- Strong project or process development skills
- Experience dealing with all levels of Corporate structure
- Ability to prioritize and organize effectively and manage multiple projects and assignments
- Ability to develop strong working relationships with peers and project members
- Entrepreneurial mindset
- 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
20% Nationwide Travel may be required
Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base salary range for this position is $60,000.00 to $80,000.00. Actual salary will be based on a variety of factors, including 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 salary.
Want to learn more about Customer Experience? Check us out on our platform:
https://www.wwt.com/service/customer-success/overview
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
Diversity, Equity, and Inclusion are more than a commitment at WWT -- it is the foundation of what we do. Through diverse networks and pipelines, we have a clear vision: to create a Great Place to Work for All. We believe inclusion includes U. Be who U are at WWT!
Equal Opportunity Employer Minorities/Women/Veterans/Individuals with Disabilities
Preferred locations: MO, FL, NC, TX, AZ, MA, VA, AL, LA, GA, MN, OH, MI, WI, IA, SC