Qualifications:
- 4+ years of directly related Customer Success or customer-facing experience
- Bachelor’s degree or equivalent experience
- Knowledge of service delivery concepts, processes and continuous improvement
- Strong client focus and relationship management skills
- A proven ability to curate expansion opportunities within an existing customer base
- Ability to drive value-based conversations across business and technical stakeholders
- An active team player, self-starter and multitasker who can quickly adjust priorities
- Proficiency with the Microsoft 365 suite (Word, Excel and PowerPoint)
- A foundational, sales or business-oriented Cloud, Workplace or Data Center certification is an asset
- AB-900 M365 Copilot & Agent Foundations and AI-900 Azure Foundations certifications are an asset
- Bilingual in English and French is an assetThe well-being of WWT employees is essential.
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: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
- Additional Perks: Employee Assistance Program, Employee Discount Program and more!
Note: This is not an all-encompassing list and should not be used as a complete description of the plan's benefits.
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 require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process.
Preferred QualificationsThis position is only accepting applicants already located in Costa Rica
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 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!
What you will be doing:
Your passion is customer success. As a Customer Success Manager, you will own great customer experiences across the full lifecycle of your engagement, guiding customers along their adoption journey by understanding their business, strategy and key initiatives.
You will independently manage a portfolio that spans our Workplace, Cloud and Hybrid Cloud (DC&N) offerings, working with growing complexity and customization to help customers achieve their desired outcomes.
Responsibilities:
- Onboard customers into their managed services offerings so they understand scope, tooling and support
- Act as a trusted advisor and the primary point of contact for your portfolio of accounts
- Co-create and execute Customer Success Plans, establish critical goals and report on progress against them
- Facilitate monthly and quarterly business reviews to drive adoption of existing services
- Provide strategic and tactical insights that help customers make decisions to best achieve their business and technical goals
- Support customers with mid-sized managed services footprints across a mix of technologies and offerings
- Engage with clients at various levels, typically ranging from IT Administrator to Director and at times the C-Suite
- Monitor customer health, predict challenges and offer solutions that increase satisfaction and retention
- Navigate, pull and create reports from various tools to understand service adoption and customer health
- Research industry trends and best practices to drive adoption of customers’ existing services
- Drive growth and expansion of your accounts, using your knowledge of our offerings to match the right features to each customer’s outcomes
- Facilitate discussions between customers and technical resources, and partner cross-functionally to solve specific service gaps
- Participate in or support Customer Success improvement initiatives that close gaps across the department or improve the employee experience
- Contribute to renewal discussions in partnership with Renewals, Pre-Sales and Sales to support client retention
Skills Required
- 4+ years of directly related Customer Success or customer-facing experience
- Bachelor's degree or equivalent experience
- Knowledge of service delivery concepts, processes, and continuous improvement
- Strong client focus and relationship management skills
- Ability to curate expansion opportunities within an existing customer base
- Ability to drive value-based conversations across business and technical stakeholders
- Ability to work as a team player, self-starter, and multitasker while adjusting priorities
- Proficiency with Microsoft 365, including Word, Excel, and PowerPoint
- Foundational, sales, or business-oriented Cloud, Workplace, or Data Center certification
- AB-900 M365 Copilot and Agent Foundations certification
- AI-900 Azure Foundations certification
- Bilingual English and French communication skills
- Already located in Costa Rica
World Wide Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about World Wide Technology and has not been reviewed or approved by World Wide Technology.
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Healthcare Strength — Health insurance is considered excellent and affordable, with bundled medical, dental, and vision coverage that reduces out-of-pocket costs. Wellness programs and an Employee Assistance Program further enhance access to care.
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Leave & Time Off Breadth — Generous paid time off grows with tenure, alongside paid sick days and holidays. Parental and military leave are also provided.
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Retirement Support — Financial benefits include profit sharing and a 401(k) with company matching, complemented by life and disability insurance and tuition reimbursement. These elements strengthen total rewards beyond base salary.
World Wide Technology Insights
What We Do
World Wide Technology is a systems integrator, provides information technology and supply chain solutions. Fueled by creativity and ideation, World Wide Technology 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 9,000 individuals and closed nearly $17 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 12th consecutive year!
Why Work With Us
Our extensive partnership with best in class technology companies, coupled with our strong culture allow for world class delivery of transformative business solutions driven by IT.
