Note: The job is a remote job and is open to candidates in USA. World Wide Technology is a global technology solutions provider delivering strategy, execution, and partnership to accelerate digital transformation. The Customer Success Manager manages lifecycle activities for long-term network, unified communications, and Microsoft support engagements, serving as the client’s advocate and trusted advisor while driving satisfaction, business value, issue resolution, and 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 the United States
- ITIL certification(s) preferred but not required
Benefits
- This is a remote position
- 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 and Sick Leave (starting at 20 days per year)
- Holidays (10 per year)
- Parental Leave
- Military Leave
- Bereavement
- Nursing Mothers Benefits
- Voluntary Legal
- Pet Insurance
- Employee Discount Program
- Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.
Company Overview
Company H1B Sponsorship