Sr. Manager, Customer Success - Day-2 Operations

Qualifications 

• Bachelor’s degree or equivalent experience 

• 10+ years of relevant business experience (Client Success, Customer Service, Program Management, or similar) 

• 5+ years of experience leading or mentoring customer-facing teams 

• ITIL certification(s) preferred but not required 

• Excellent written and verbal communication skills 

• Strong customer-facing and presentation skills 

• Excellent 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 

• Issue resolution and risk mitigation experience 

• Thought leadership ability 

• This is a remote position, but periodic travel (up to 10%) might be required 

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 $160,000.00 to $185,000.00 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. 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 (Medical & Prescription), Dental, and Vision Care, Onsite Health Centers (MO & IL), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive Pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Flexible Spending Accounts, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Medical Leave, Military Leave, Bereavement, Day of Caring
• Additional Perks: Family Planning Benefits, Nursing Mothers Benefits, Voluntary Legal, Voluntary Supplemental Accident/Illness/Hospital, Voluntary ID Theft, Pet Insurance, Employee Discount Program

Note: This is not an all-encompassing list and should not be used as a complete description of the plan’s benefits. For more information, see our US benefits website at wwt.com/us-benefits.

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 require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process.

World Wide Technology is an Equal Opportunity Employer.

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

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World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)—a collaborative ecosystem featuring state-of-the-art hardware and software—WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distributions capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

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

Why should you join the Day 2 Operational Services team? 

As Manager, Customer Success within WWT, you will lead a team that works with Fortune 500 customers across all verticals. As WWT is transforming itself to be a services-led organization, you will be part of the team that leads the charge in developing a new and exciting line of business with an expanding recurring revenue stream. Joining now will provide you an opportunity to help shape the growing D2OS Customer Success practice. 

What will you be doing? 

The Manager, Customer Success leads a team of Customer Success Managers (CSMs) who manage the lifecycle activities of long-term support engagements for clients of the WWT Day 2 Operational Services (D2OS) group. This position is accountable for client satisfaction and for the success of each client’s journey with WWT. You coach and develop your team, set the standards for how CSMs engage clients as their advocate and trusted advisor, and serve as a senior escalation point when needed. 

Based on observations of clients and industry trends and best practices, you will lead 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 

Team leadership and development 

• Lead, coach, and develop a team of Customer Success Managers, with clear goals, regular feedback, and a plan for professional growth 

• Set and reinforce expectations for client engagement, communication, and accountability across the team 

• Manage team capacity and client assignments, and build a positive, high-performing team culture 

Client relationships and outcomes 

• Own the health of the D2OS client relationships managed by your team, and serve as an escalation point for clients and for the team 

• Ensure CSMs prepare and conduct Quarterly Business Reviews (QBRs) and regular client reporting that show business value 

• Drive issue resolution and risk mitigation, working with delivery, operations, and account teams to resolve client issues 

• Partner with Sales and account teams to support renewals, upsell, and cross-sell opportunities, and share client insights that improve our services 

• Evangelize our services value-add, with a good understanding of the WWT Services Portfolio and D2OS offerings 

Metrics, reporting, and operations 

• Oversee Customer Success processes and the Gainsight customer success platform, working with CS operations to keep workflows, data, and adoption consistent 

• Continuously focus on methodology and process improvement 

Client experience 

• Lead the D2OS client engagement and experience strategy, including the voice of the customer program, client communication strategy, and client-facing presentations and materials 

• Guide D2OS’s presence on the WWT platform and the ServiceNow Self-Service portal 

Collaboration and industry knowledge 

• Collaborate with cross-functional teams so customer success and client experience are built into D2OS strategy and delivery 

• Stay current on industry trends, emerging technologies, and customer success best practices