• Job Description

  Req#: 5001041505806

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  Manager, Customer Success (Day 2 Operational Services)

  Please note this is a Full Time Contingent Opportunity. Meaning you are full time with WWT, but your employment is contingent on the engagement you are supporting. Current engagement is four years.

  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!

  What will you be doing?

  Manager, Customer Success will manage the lifecycle activities of the Day-2 long-term network, UC, and/or Microsoft support engagements of the clients of the WWT Day-2 Operational Services (D2OS) group. This position manages a team that is primarily responsible for client satisfaction and for the success of the client's journey with WWT. As a Manager, Customer Success, this position will provide mentorship and coaching and might directly oversee other CSMs who act as D2OS clients' advocates and trusted advisors.

  Responsibilities:

  • Serve as a non-technical business hours escalation point for D2OS 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 D2OS Offerings
  • Lead and participate in internal CS initiatives
  • Build, develop, and maintain OEM relationships as needed.
  • Build relationships with appropriate WWT individuals and teams.
  • Manage a team responsible for customer success and service delivery

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  Qualifications:

  • Bachelor’s Degree in Arts/Sciences (BA/BS) preferred
  • A combination of education, training and expereince may be considered in lieu of a degree.
  • A minimum of 10 years' progressive experience in a related field preferred.
  • Customer Success, Account Management, Program Management or similar skills needed.
  • Information Technology Infrastructure Library (ITIL) certified preferred.
  • Excellent written and verbal communication skills
  • Strong customer facing & presentation skills
  • Excellent ability to collaborate and influence
  • Excellent relationship-building abilities
  • Excellent understanding of financial practices
  • Strong problem-solving skills with the ability to implement change
  • Skillful conflict management and conflict resolution
  • Excellent Customer Service skills
  • Issue resolution and risk mitigation experience
  • Strong Thought Leadership ability
  • Travel Up to 25% of the time
  • This position manages people

  Want to learn more about Day 2 Operational Services? Check us out on the 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

  Equal Opportunity Employer Minorities/Women/Veterans/Individuals with Disabilities

  Preferred locations: MO, FL, NC, TX, AZ, IL, MA, VA, AL, LA, GA, MN, OH, MI, WI, IA, SC

• About the company

  Explore on-demand technology labs, thought leadership and a portfolio of services designed to help IT and the business undergo digital transformation.

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