Customer Success Manager

Qualifications:  

• Bachelor’s Degree or equivalent experience 

• ITIL certification(s) preferred but not required 

• 5+ years of relevant business experience (Client Success, Customer Service, Project/Program Management, Account Management, or similar) 

• Familiarity with Network Infrastructure, Network Monitoring tools/systems, Service Management, IT operations 

• Excellent written and verbal communication skills 

• Strong customer facing & presentation skills  

• Ability to collaborate and influence 

• Strong relationship-building abilities 

• Excellent understanding of financial practices  

• Strong problem-solving skills with the ability to implement change  

• Skillful conflict management and conflict resolution 

• Strong Customer Service skills 

• Issue resolution and risk mitigation experience 

• Thought Leadership ability 

• This is a position locate in the New York City region, but other periodic business travel (up to 10%) might be required 

Want to learn more about Infrastructure Services? Check us out on our platform: WWT Managed Services

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 $104,000.00 to $124,000.00 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.

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 and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental 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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We are ONLY targeting candidates located in the United States and/or Calgary, Alberta and Toronto, Ontario.

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 for 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 14,000 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 14 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 Day 2 Operational Services team?

As a Customer Success Manager within WWT, you will be working with Fortune 500 customers across all verticals. As WWT is transforming itself to be a services-lead organization, you will be part of the team that leads the charge in developing and establishing a new and exciting line of business with an expanding recurring revenue stream. Joining now will put you on the ground floor of an emerging line of business for Professional Services and provide an opportunity to develop strong client relationships as well as help shape the growing Customer Success practice.

What will you be doing?

Customer Success Manager (CSM) 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 Support (D2OS) group. This position is primarily responsible for client satisfaction and for the success of the client’s journey with WWT. The CSM’s main role is to be the client’s advocate and trusted advisor. Based on CSM’s observations of their clients and/or industry trends and best practices, CSM will also provide input into internal improvement initiatives. The ultimate goal of this position is to ensure WWT delivers unparalleled business value and outcomes enabling a frictionless renewal of the support contract.

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 Offering 

• Lead and participate in internal CS initiatives  

• Build, develop, and maintain OEM relationships as needed 

• Build relationships with appropriate WWT individuals and teams 

• This position will be dedicated to a NY area client and will be required to go on and work from client location(s) in the NY/NJ area part of the time (can be remote on other days).