Customer Experience Executive

World Wide Technology Healthcare Solutions•Kent, WA

46d•$90,000 - $120,000

About The Position

World Wide Technology (WWT) is currently looking for a Customer Experience Executive who will be managing the software lifecycle activities of our customer’s Whole Portfolio Agreements (WPA). This role will be defining and executing a customer experience strategy for our customer. The Customer Experience Executive will be responsible for supporting the holistic WPA agreement within the customer account. This role will develop a deep understanding of the customer and what drives their engagement while executing against WWT’s EA+ methodology. This job requires that the CXE look at our client’s goals as their own and their singular focus to be on ensuring the customer is successful in driving their business initiatives. The ideal candidate for this role will be able to understand the entire business, including Sales, Engineering, Operations, Marketing, and Finance, partnering with these groups to drive towards our customers’ vision. Candidates should display tenacity and an eagerness to learn and help develop the quickly-growing CX – Software Lifecycle team. Strong presentation skills, as well as the ability to “think outside the box”, comfortably function in ambiguity are pivotal to success within this position. The day-to-day tasks of the CXE will vary. We are looking for the type of candidate that has the creativity to overcome challenges, a passion for success, the tenacity to accomplish a goal and the desire to succeed. This position requires extreme flexibility and agility, with the comfort and ability to create and develop new processes. The position comes with a high level of visibility and inspection with very minimal ramp-up opportunity. The position requires the employee to communicate well with others both inside and outside the workplace (e.g., in person, via telephone, via email, via virtual meetings). Relationship building is critical to success. The employee must be able to understand, interpret and analyze data, solve problems, concentrate, research, multi-task, prioritize, and meet multiple deadlines to complete essential tasks. This is a fast-paced and, at times, stressful environment. This specific position partners international customers, partners and peers. Flexibility within traditional work hours and non-standard work hours is required in order to drive success. To be successful in this role you should: Be able to create, communicate and present content to C-suite and/or customer-facing executives Be highly organized with the ability to easily toggle between tasks and areas of focus Be a self-starter, comfortable working within an ambiguous and rapidly changing environment Be able to solve problems quickly and take a “common sense” approach to challenges Be capable of working independently and evaluate where and how your day-to-day efforts should focus Be eager to learn and approach the position and responsibilities with ongoing agility Be a problem-solver with an anticipatory mindset that is able to quickly identify needs and desired outcomes Be tenacious and have a “by any means necessary” attitude Be willing to take ownership of customers’ issues & needs and follow problems through to resolution Be comfortable in not having all the information or answers readily available – this is a rapidly evolving position and program that requires substantial ambiguity tolerance Be able to read your audience and tailor messaging – a high level of business acumen & finesse is critical for success

Requirements

Experience (5+ years) in the fields of Customer Success, Sales, BD, Project Management, Operations, IT, or Business Analysis.
Mid- to Senior-level understanding of Enterprise and Whole Portfolio Agreements with Cisco.
Experience supporting and working within Cisco licensing models and Smart Accounts.
Strong internal motivation and passion for learning.
Strong project or process development skills.
Experience dealing with all levels of corporate structure.
Ability to prioritize and organize effectively and manage multiple projects and assignments.
Critical thinker with a common-sense skillset.
Ability to develop strong, collaborative working relationships with peers, project teams, partners and customers.
Capacity to analyze and interpret data.
Experience in managing a team of highly functioning individuals, coordinating and delivering against a common goal amongst the team.
Up to 20% Nationwide travel is possible.
Undergraduate Degree in a related field or equivalent work experience is required.

Nice To Haves

Knowledge of other Original Equipment Manufacturers (OEM) products and solutions e.g. Palo Alto, RedHat, VMware, Dell, etc. is ideal but not required.
Professional working proficiency in Korean is a plus
Master’s degree in a related field or equivalent work experience is preferred.

Responsibilities

Serving as primary contact for our Clients, Field Sales, and all internal teams for WPA/EA or Subscription activities.
Preparing and delivering detailed briefing materials & pointed analytics.
Creating and delivering an adoption and consumption strategy based upon program and customer requirements, either directly or via delegation to direct reports.
Managing all aspects of client requests to drive consumption with full engagement with WWT delivery departments.
Documenting all activity in a Customer Success Roadmap through Gainsight (internal Customer Relationship Management tool).
Engaging with our OEM partners to achieve expertise around assigned OEM’s products, people, and processes.
Planning and facilitating customer health checks, quarterly success reviews, and workshops.
Leading Business Reviews (at cadence appropriate to each stakeholder team) to offer customer insights into their current business outcomes and ROI.
Developing, communicating and tracking KPIs .
Identifying new areas of opportunity beyond current organizational thinking.
Analyzing statistics and compiling accurate reporting.
Creating customer experience roadmaps, informed by the needs of the customer.
Roadmaps will include short- & long-term plans to deliver on customer strategies.
Attending to work on a regular and reliable basis.
This role may be called upon to work outside regular business hours and with short notice.

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

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