Customer Success Manager

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 the NY Port Authority client, and will be required to be on-site at Port Authority of NY/NJ for most of the time (with some flexible remote days)

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)
• 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 require
• Will need to be a US citizen

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 $83,200.00 to $124,800.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs.

Benefits

• 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

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

WWT will consider for employment, without regard to disability, a disabled applicant who satisfies the requisite skill, experience, education, and other job-related requirements of the job and is capable of performing the essential requirements of the job with or without reasonable accommodation. World Wide Technology is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or other characteristics protected by law.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call 1-800-432-7008 and ask for Human Resources.