Note: The job is a remote job and is open to candidates in USA. World Wide Technology is a global technology solutions provider delivering professional and managed services. The Customer Success Manager manages the lifecycle of long-term network, unified communications, and Microsoft support engagements, serving as the client’s advocate and trusted advisor. The role focuses on client satisfaction, issue resolution, process improvement, relationship management, and successful support-contract renewals.
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
Skills
- Bachelor's Degree or equivalent experience
- 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 remote position, but periodic travel (up to 20%) might be required
- **\*\*\*We are ONLY targeting candidates located in TORONTO AND CALGARY\*\*\***
- ITIL certification(s) preferred
Benefits
- Medical and Dental Care
- Employee & Family Assistance Program
- RRSP/DPSP Retirement Savings Plan with Company Matching
- Life and Disability Insurance
- Vacation and Sick Leave
- Holidays
- Parental Leave
- Volunteer Days
- Bereavement Leave
- Employee Discount Program
- Remote position
Company Overview
Company H1B Sponsorship