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.

WWT was founded in 1990 in St. Louis, Missouri. We employ more than 10,000 people globally and closed nearly $20 billion in revenue in 2023. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to have been included on the FORTUNE "100 Best Places to Work For" list 12 years in a row!

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

Why should you join the Customer Experience -- Software Lifecycle team?

WWT's Customer Experience (CX) -- Software Lifecycle 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 -- Software Lifecycle an area of great opportunity for potential candidates.

What will you be doing?

World Wide Technology (WWT) is currently looking for an Associate Customer Success Manager (CSM) who will manage the software lifecycle activities for 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 -- Software Lifecycle 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
• Functional understanding of Cisco Enterprise Agreements, products and solutions is required
• Working knowledge of Cisco Licensing & associated user portals 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

Want to learn more about Customer Success? Check us out on our platform:

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: Heath, 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 is 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/Differently abled