Customer Success Manager

Job Summary

Customer Success Manager is the single point of contact between the client and the WWT Managed Services (MS) Operations Teams for the duration of the MS Engagement. The Customer Success Manager acts as the client's advocate and trusted advisor and is primarily responsible for client's satisfaction and for the success of the clients' journey with WWT.

• Initial non-technical business hours escalation point for Managed Services clients

• Review tickets regularly and ensure SLA/SLT adherence

• Prepare and conduct Quarterly Business Review (Q ) with the client

• Analyse 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

• Continuous focus on methodologies & process improvement

• Review tickets regularly to determine any risk to client satisfaction

• Consolidate the SLA/SLT/SLO measurements and present to the client monthly

• Collaborate with and support the account team

• Good understanding of the WWT Services Portfolio and Managed Services Offering

• Lead internal status updates

• Build, develop and maintain OEM relationships

• Build relationships with appropriate WWT individuals and teams

• A minimum of 5 years' progressive experience in a related field

• Excellent written and verbal Communication

• 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 skills

• Customer Service skills

• Issue resolution and risk mitigation

• Information Technology Infrastructure Library (ITIL) certification would be good to have

WWT will consider for employment, without regard to disability, a disabled applicant who satisfies the requisite skill, experience, education, and other job-related requirements of the job and is capable of performing the essential requirements of the job with or without reasonable accommodation. World Wide Technology is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or other characteristics protected by law.

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