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 a Cloud Customer Success Manager who will manage the software lifecycle activities of Global Enterprise customers who have signed long-term recurring revenue agreements with WWT. This position will ensure all customer adoption goals are realized, 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 is consumed and available features are fully leveraged enabling our customers to achieve their desired business outcomes.

This job requires that the Cloud 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 toward our customers' vision. Candidates should display tenacity and an eagerness to learn and help develop the quickly growing CX - Software Lifecycle 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 Cloud Customer Success Manager will vary daily 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 between tasks and areas of focus.
• Be comfortable in not having all the information or answers readily available this is a rapidly evolving position and program that requires substantial ambiguity tolerance.
• 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.

Responsibilities include:

• Sell and drive the value of WWTs Cloud Cost Management Methodology to our customers and internal teams.
• Serve as primary contact for our Clients, Field Sales, and all internal teams for Cloud Cost Management activities.
• Creation of an adoption and cloud consumption strategy for one or more clients based on the assigned list of customers.
• Partner with CX and Cloud team members to develop best practices and support motion.
• Manage all aspects of client requests in order to drive cloud consumption with full engagement with WWT delivery departments.
• Identify customer goals, desired outcomes and areas of value and then document those in a Customer Success Roadmap.
• Create customer experience roadmaps, informed by the needs of the customer. Roadmaps will include short- & long-term plans to deliver on customer strategies.
• Engage with our ISV partners to achieve expertise around assigned ISV's products, people, and processes.
• Plan and facilitate customer health checks, quarterly success reviews, and workshops.
• Lead quarterly success reviews and deliver cloud consumption reporting to offer customer insights into their current business outcomes and ROI.
• Partner with all areas of WWT to ensure our customers are exposed to services and value throughout the term or lifecycle.
• Attend work on a regular and reliable basis and may be called upon to work outside regular business hours.
• Develop and maintain customer-facing online digital Community via WWT Platform to support customer requirements and content sharing.

Qualifications:

• Extensive experience (3 years) in the fields of Customer Success, Sales, BD, Project Management, Operations, IT, or Business Analysis
• High-level understanding of Cloud Marketplace, products, and solutions is required
• Experience supporting and engaging customers within cloud service provider market is preferred
• Experience supporting and working with AWS, Google, and Azure cloud commit is helpful
• 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
• 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

Up to 20% 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