Customer Experience Executive

World Wide Technology Healthcare Solutions • Maryland Heights, MO

2d • $110,000 - $140,000

About The Position

World Wide Technology (WWT) is seeking a Customer Experience Executive (CXE) to lead the Customer Success strategy and execution for our customer’s Whole Portfolio Agreements (WPA), with an initial focus on Cisco WPA programs. This role owns the end-to-end customer experience across the software lifecycle, driving measurable adoption, consumption, and business outcomes aligned to the customer’s strategic priorities.

The CXE serves as the single point of accountability for the holistic WPA motion within the account, defining and executing a Customer Success strategy aligned to WWT’s EA+ methodology. While centered on Cisco programs today, this role is designed to expand alongside the customer’s broader and future technology portfolio.

This position requires a high degree of comfort operating in ambiguity. Programs will evolve, priorities will shift, and structure may need to be created in real time. The day-to-day workload will vary significantly and demands flexibility, resilience, and strong business judgment.

The ideal candidate will approach the customers’ goals as their own, partnering cross-functionally across Sales, Engineering, Operations, Marketing, and Finance to drive alignment and results. Executive presence, strong analytical capability, and the ability to influence without authority are critical to success.

This is a fast-paced, high-visibility role with minimal ramp time. Success requires agility, ownership, and the ability to balance strategic planning with hands-on execution.

Requirements

• 5+ years of experience in Customer Success, Enterprise Sales, Business Development, Project Management, Operations, IT, or Business Analysis within complex technology environments.
• Demonstrated experience managing enterprise software lifecycle motions, including adoption, consumption, renewals, and value realization strategies.
• Mid- to senior level understanding of Cisco Enterprise Agreements and Whole Portfolio Agreements (WPA).
• Experience working within Cisco licensing models, Smart Accounts, and enterprise subscription environments.
• Proven ability to operate effectively in ambiguous, evolving programs with shifting priorities and minimal structure.
• Strong executive presence with experience engaging and influencing stakeholders across all levels of an organization, including C-suite leaders.
• Demonstrated ability to translate data and analytics into actionable customer insights and measurable outcomes.
• Experience building, refining, or scaling processes within high-growth or transformational environments.
• Strong cross-functional leadership skills with the ability to align Sales, Engineering, Operations, Finance, and partner teams toward common objectives.
• Excellent prioritization, organization, and time management skills with the ability to manage multiple initiatives simultaneously.
• Strategic thinker with sound business judgment and a practical, solutions-oriented mindset.
• Experience leading or coordinating high-performing teams to deliver against shared goals, formally or through influence.
• Strong internal motivation, intellectual curiosity, and commitment to continuous learning.
• Ability to maintain a professional, business-appropriate appearance and executive presence in both virtual and in-person customer engagements.
• Up to 20% nationwide travel may be required.
• Undergraduate Degree in a related field or equivalent work experience is required.
• Be able to create, communicate, and present executive-level content to C-suite and senior stakeholders
• Be highly organized and able to seamlessly pivot between competing priorities
• Be a self-starter who thrives in ambiguous and rapidly changing environments
• Be comfortable operating without complete information and building clarity through action
• Be capable of solving complex problems with sound business judgment
• Be able to work independently and determine where your efforts will drive the greatest customer impact
• Be eager to continuously learn and adapt as programs and customer needs evolve
• Be proactive in identifying customer needs and anticipating desired outcomes
• Be accountable for customer issues from identification through resolution
• Be tenacious, resilient, and comfortable operating in a high-visibility environment
• Be skilled at reading your audience and tailoring messaging with strong business acumen and executive finesse

Nice To Haves

• Experience with additional OEM ecosystems (e.g., Palo Alto, Red Hat, VMware, Dell) preferred but not required.
• Master’s degree in a related field or equivalent work experience is preferred.

Responsibilities

• Serve as the primary point of contact for customers, Field Sales, OEM partners, and internal teams for WPA/EA and subscription activities
• Define and execute adoption, consumption, and value realization strategies aligned to customer objectives
• Develop, maintain, and execute a comprehensive Customer Success Roadmap within Gainsight
• Lead customer health checks, executive business reviews, quarterly success reviews, and strategic workshops
• Deliver data-driven insights and pointed analytics to inform customer decision-making
• Establish, track, and communicate KPIs tied to customer outcomes and ROI
• Drive cross-functional engagement to accelerate consumption and resolve customer needs
• Partner closely with OEM stakeholders to build expertise across products, programs, and processes
• Identify opportunities to expand engagement across the customer’s current and future technology portfolio
• Analyze data, compile accurate reporting, and translate insights into actionable recommendations
• Develop short- and long-term customer experience roadmaps aligned to business strategies
• Contribute to the development and refinement of scalable Customer Success processes
• Maintain reliable attendance and flexibility to work outside standard business hours when necessary

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 & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level