Required skills and experience-
- A minimum of 5 years' progressive experience in a related field
- Excellent written and verbal Communication
- 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 skills
- Customer Service skills
- Issue resolution and risk mitigation
- Information Technology Infrastructure Library (ITIL) certification would be good to have
Job Summary-
Customer Success Manager is the single point of contact between the client and the WWT Managed Services (MS) Operations Teams for the duration of the MS Engagement. The Customer Success Manager acts as the client's advocate and trusted advisor and is primarily responsible for client's satisfaction and for the success of the clients' journey with WWT.
Job Responsibilities-
- Initial non-technical business hours escalation point for Managed Services clients
- Review tickets regularly and ensure SLA/SLT adherence
- Prepare and conduct Quarterly Business Review (QBR) with the client
- Analyse 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
- Continuous focus on methodologies & process improvement
- Review tickets regularly to determine any risk to client satisfaction
- Consolidate the SLA/SLT/SLO measurements and present to the client monthly
- Collaborate with and support the account team
- Good understanding of the WWT Services Portfolio and Managed Services Offering
- Lead internal status updates
- Build, develop and maintain OEM relationships
- Build relationships with appropriate WWT individuals and teams
Top Skills
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.
