Customer Success Manager

World Wide Technology Healthcare Solutions•New York, NY

5d•$104,000 - $156,600•Hybrid

About The Position

As a Customer Success Manager within WWT, you will be working with Fortune 500 customers across all verticals. As WWT is transforming itself to be a services-lead organization, you will be part of the team that leads the charge in developing and establishing a new and exciting line of business with an expanding recurring revenue stream. Joining now will put you on the ground floor of an emerging line of business for Professional Services and provide an opportunity to develop strong client relationships as well as help shape the growing Customer Success practice. The Customer Success Manager (CSM) will manage the lifecycle activities of the Day-2 long-term network, UC, and/or Microsoft support engagements of the clients of the WWT Day-2 Operational Support (D2OS) group. This position is primarily responsible for client satisfaction and for the success of the client’s journey with WWT. The CSM’s main role is to be the client’s advocate and trusted advisor. Based on CSM’s observations of their clients and/or industry trends and best practices, CSM will also provide input into internal improvement initiatives. The ultimate goal of this position is to ensure WWT delivers unparalleled business value and outcomes enabling a frictionless renewal of the support contract.

Requirements

Bachelor’s Degree or equivalent experience
5+ years of relevant business experience (Client Success, Customer Service, Project/Program Management, Account Management, or similar)
Familiarity with Network Infrastructure, Network Monitoring tools/systems, Service Management, IT operations
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

Nice To Haves

ITIL certification(s) preferred but not required

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
This position will be dedicated to a NY area client and will be required to go on and work from client location(s) in the NY/NJ area part of the time (can be remote on other days).