Associate Customer Onboarding Manager

Responsibilities:

• Serve as a primary contact for clients, field sales, and all EA activities
• Support assigned Customer Experience team members by adhering to timelines, requirements, and priorities
• Support account team members on Lifecycle Onboarding by adhering to timelines, requirements, and priorities
• Manage client requests to transition EA deals and lifecycle onboarding to an operational state
• Develop materials and facilitate customer onboarding kickoff calls
• Document onboarding activities in Gainsight, following playbook protocols
• Construct and present Customer Success Roadmaps to foster increased adoption and utilization
• Develop templatized material to review data sets within tools for onboarding purposes
• Construct client’s online portal, consisting of all EA specifics and requirements, WWT services, WWT engagements, etc.
• Provide in-depth licensing training and best practices
• Maintain ongoing knowledge and insight of supported products and programs
• Partner with all areas of WWT to ensure the client is exposed to services and value throughout the term of their agreements
• Engage with our OEM partners to achieve expertise around assigned OEM’s products, people, and processes
• Manage all aspects of client requests in order to drive consumption with full engagement with WWT delivery departments
• Identify new areas of opportunity beyond current organizational thinking
• 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

Qualifications:

• Experience (1-2 years) in the fields of Customer Success, Sales, Business Development, or Project Management
• Base-level understanding of Cisco Enterprise Agreements, products and solutions is required, Cisco certification is a plus
• Proven ability to successfully solve problems quickly and take a “common sense” approach to challenges
• Ability and willingness to perform comfortably within an ambiguous and quickly changing environment
• Experience dealing with all levels of Corporate structure
• Previous Program/Project management a definite plus
• Strong business acumen
• Strong internal motivation and passion for learning
• Proven facilitation skills
• Strong project or process management skills

Education:

• Undergraduate Degree in related field 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 pay range for this position is $50,000.00 to $65,000.00 annually. Actual salary will be based on a variety of factors, including shift, 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 pay.

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

Customer Experience - 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: 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

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email [email protected].

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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.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients 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 over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 15 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

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

Why should you join the Customer Experience team? 

WWT’s Customer Experience (CX) 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 an area of great opportunity for potential candidates. 

What will you be doing?

World Wide Technology is seeking an Associate Customer Onboarding Manager to facilitate onboarding and software lifecycle activities for customers engaged in recurring revenue agreements. This role represents the initial post-signature contact with clients and provides guidance regarding license consumption, OEM tools, provisioning, reporting, and custom requests. The primary objective is to proactively eliminate obstacles, establish a robust foundation, and maximize consumption of entitled software and features, thereby supporting customers in achieving their business goals.

The Associate Onboarding Manager must effectively communicate the importance of onboarding initiatives, which are essential for establishing necessary conditions for success. Operationalizing a client’s technology solution requires thorough knowledge of software entitlements, functionalities, and best practices for utilization. Upon achieving operational readiness, the Onboarding Manager adopts the client’s objectives as their own, focusing exclusively on ensuring the client’s success in advancing their business strategies.

Ideal candidates demonstrate persistence and a strong willingness to learn. This position offers an excellent opportunity for highly driven individuals to broaden their understanding of business operations. Engaging presentation skills and innovative thinking are crucial for success. Daily responsibilities may fluctuate, requiring adaptability, flexibility, and the capacity to develop new processes as needed.

Key qualifications for this role include:

• Strong organizational abilities, with proficiency in multitasking
• Initiative and comfort working in dynamic, ambiguous environments
• Effective problem-solving skills and practical judgement
• Ability to operate independently and prioritize daily tasks
• Enthusiasm for continuous learning and adaptability
• Effective use of a tool to track shared workloads
• Anticipatory approach to identifying needs and outcomes
• Capability to create and deliver presentations to customer contacts and stakeholders
• Resilience and determination to overcome challenges
• Commitment to network with peers and self-education to support customers’ technology requirements
• Willingness to learn from senior team members with minimal supervision