Note: The job is a remote job and is open to candidates in USA. World Wide Technology is a technology solutions and services company serving enterprise customers. The Customer Experience - Success Advisor leads customer enablement, adoption, optimization, and expansion initiatives while acting as a trusted technical advisor. The role manages customer roadmaps, analyzes usage and environments, facilitates workshops, and collaborates with account teams, partners, and Customer Success resources to drive outcomes.
Responsibilities
- Deliver internal and external kick-off sessions, technical briefings, training, and enablement aligned to the supported technology, capability, or program
- Partner with Customer Success resources to identify customer needs, define success criteria, and support adoption, optimization, and expansion initiatives
- Own and execute assigned customer initiatives and roadmap actions from initiation through completion, ensuring alignment to desired outcomes
- Develop and continuously improve the end-to-end customer journey for the supported capability, including internal and customer-facing documentation and best practices
- Maintain deep and current knowledge of supported technologies, programs, and solutions through self-directed learning and engagement with OEMs and internal teams
- Document customer activity, insights, and progress using internal tools (e.g., Gainsight) and collaborate across platforms such as Microsoft Teams or Webex Teams to ensure transparency and alignment
- Collaborate with account teams, Customer Experience, and partners to improve adoption, address technical or operational challenges, and drive incremental customer value
- Analyze customer environments and usage data to provide accurate, actionable insights and strategic recommendations
- Identify opportunities to enhance customer experiences, operational efficiency, and service delivery beyond existing practices
- Facilitate customer workshops, working sessions, and enablement engagements to support understanding, adoption, and long-term success
- Operate effectively in both virtual and in-person customer environments, adapting to varying stakeholder expectations and professional levels
- Maintain regular and reliable attendance and be available to support customer or business needs outside of standard business hours when required
- Present a professional, camera-ready presence for all virtual and in-person customer interactions across a diverse customer portfolio
Skills
- 8+ years of progressive experience in Customer Success, Technical Consulting, Solutions Architecture, Engineering, Professional Services, or a related customer-facing technical role
- Demonstrated expertise supporting enterprise customers within complex technical environments aligned to a defined technology, capability, platform, or program
- Proven ability to operate as a trusted advisor to senior customer stakeholders, including executive and C-suite audiences
- Strong technical acumen with the ability to translate complex concepts into clear, actionable guidance aligned to business outcomes
- Experience driving customer adoption, optimization, and expansion initiatives through consultative engagement and structured roadmap planning
- Demonstrated success influencing outcomes without direct account ownership or formal authority
- Ability to independently lead customer initiatives from discovery through execution, managing ambiguity and shifting priorities with minimal guidance
- Advanced presentation, facilitation, and communication skills across virtual and in-person settings
- Strong analytical and problem-solving skills, with the ability to assess customer environments, identify gaps, and recommend strategic solutions
- Proven ability to manage multiple high-impact customer initiatives simultaneously while maintaining attention to detail and execution discipline
- High level of business acumen with the ability to align technical solutions to customer goals, financial considerations, and operational realities
- Demonstrated professionalism, executive presence, and judgment in high-visibility, customer-facing scenarios
- Comfortable operating in fast-paced, evolving programs with changing priorities and incomplete information
- Experience supporting enterprise-scale customers across multiple industries or market segments
- Background in solution design, architecture, or advanced technical advisory roles
- Experience partnering closely with Sales, Customer Success, Professional Services, and product or engineering teams to drive customer outcomes
- Proven ability to identify and influence expansion opportunities through value realization, roadmap alignment, and strategic guidance
- Experience contributing to the development or refinement of customer success methodologies, playbooks, or best practices
- Familiarity with customer success platforms, CRM systems, and collaboration tools (e.g., Gainsight, Salesforce, Microsoft Teams, Webex)
- Experience mentoring or informally coaching peers and junior team members
- Strong self-directed learning mindset with a track record of rapidly acquiring expertise in new technologies, platforms, or programs
Benefits
- Health, Dental, and Vision Care
- Onsite Health Centers
- Employee Assistance Program
- Wellness program
- Profit Sharing
- 401k Plan with Company Matching
- Life and Disability Insurance
- Tuition Reimbursement
- PTO & Holidays
- Parental Leave
- Sick Leave
- Military Leave
- Bereavement
- Nursing Mothers Benefits
- Voluntary Legal
- Pet Insurance
- Employee Discount Program
- Remote within the United States
Company Overview
Company H1B Sponsorship