Qualifications: - Bachelor's Degree or equivalent experience
- ITIL certification(s) preferred but not required
- 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
Want to learn more about Infrastructure Services? Check us out on our platform: WWT Managed Services
Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $74,400.00 to $100,000.00 annually. Actual compensation and the position level will be based on a variety of factors, including territory quota size, experience, skill set, education, and related certification, aligned to our job levels and business needs. The range for these positions in other geographic locations may differ.
WWT offers a comprehensive and competitive benefit plan to all full-time employees, which includes:
- Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program
- Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance
- Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave
- Additional Perks: Employee Discount Program
#LI-AF1
#LI-Remote
***We are ONLY targeting candidates located in TORONTO AND CALGARY***Why should you join the Day 2 Operational Services team?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.
What will you be doing? 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.
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
