Public Sector Customer Success Manager

Published date Posted on Indeed on Jul 17, 2021

Fueled by creativity and ideation, World Wide Technology (WWT) strives to accelerate our growth and nurture future innovation. From our world class culture, to our generous benefits, to developing cutting edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers.

At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 7,000 individuals and closed nearly $12 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the tenth consecutive year!

Want to work with highly motivated individuals that come together to form high performance team? Come join WWT today! We are looking for a Customer Success Manager to join our Customer Success team.

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

WWT's 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 Customer Success Manager who will manage the software lifecycle activities of Public Sector 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 - 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 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 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

Responsibilities include:

  • Serve as primary contact for our Clients, Field Sales, and all internal teams for EA or Subscription activities
  • Creation of an adoption and consumption strategy for one or more clients based on the assigned list of customers
  • Manage all aspects of client requests in order to drive consumption with full engagement with WWT delivery departments
  • Document all activity in a Customer Success Roadmap
  • 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 quarterly success reviews and deliver consumption reporting to offer customer insights into their current business outcomes and ROI
  • Partnering with all areas of WWT to ensure our customers are exposed to services and value throughout the term or lifecycle

Qualifications:

  • Extensive experience (5+ years) in the fields of Customer Success, Sales, BD, Project Management, Operations, IT, or Business Analysis
  • High level understanding of Cisco Enterprise Agreements, products and solutions
  • Experience supporting and engaging customers within the PubSec market is preferred
  • Experience supporting and working within Cisco licensing models and Smart Accounts 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
  • 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 \

20% Nationwide Travel required

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

Customer Success - WWT

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

Preferred Locations: MO, IL, CO, DC, NY, AZ, SC, and potentially others.


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