Customer Experience Executive

Qualifications:

• 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. Knowledge of other Original Equipment Manufacturers (OEM) products and solutions e.g. Palo Alto, RedHat, VMware, Dell, etc. is ideal but not required.
• Experience supporting and working within Cisco licensing models and Smart Accounts.
• Professional working proficiency in Korean is a plus
• 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.

Education:

• Undergraduate Degree in a related field or equivalent work experience is required.
• Master’s degree in a related field or equivalent work experience is preferred.

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 $110,000.00 to $140,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• 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

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email [email protected].

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Customer Experience-Software Lifecycle Team and why join? 

WWT’s CX – Software Lifecycle team is focused on our customers first, partnering with them to ensure we understand their goals, then applying the efforts necessary to achieve those goals.  It is a rewarding way to ensure that our relationships continue foster quality business outcomes and our customers view us as their strategic advisors.

CX is also a thriving area of growth for many companies who are making the shift from transactional sales models to supporting recurring revenue.  Customer Experience has become a key driver to ensuring that any customer who commits to a contract with a vendor sees success and continues to renew that business.  This industry trend towards recurring revenue models makes WWT Customer Experience – Software Lifecycle an area of great opportunity for potential candidates.

What will you be doing?

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

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.