Job Description

Qualifications:

• Demonstrate direct experience supporting and engaging customers with large-scale, recurring technology agreements within the F5 technical stack.
• Possess 3+ years of experience in Customer Success, Sales, Business Development, Project Management, Operations, IT, or Business Analysis.
• Show a proven and practical understanding of F5 subscription agreements, products, and solutions.
• Solve problems quickly by applying sound judgment and a common-sense approach.
• Adapt comfortably within ambiguous and rapidly changing environments.
• Engage effectively with all levels of corporate structure, from executives to technical stakeholders.
• Exhibit strong internal motivation and passion for continuous learning.
• Apply strong project management or process development skills to deliver results.
• Prioritize and organize effectively while managing multiple projects and assignments.
• Develop strong working relationships with peers, partners, and project team members.
• Display an entrepreneurial mindset to drive innovation and growth.
• Analyze and interpret data to inform decisions and strategies.
• Think critically and apply practical reasoning to complex challenges.
• Undergraduate Degree in a related field or equivalent work experience is required
• 20% Nationwide Travel may 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 $57,000.00 to $71,000.00 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.

Want to learn more about Customer Experience – WWT

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 taposting@wwt.com.

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 Team and why join?  

WWT’s Customer Experience team focuses 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 to 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 team an area of great opportunity for potential candidates.

World Wide Technology (WWT) is currently looking for a Customer Success Manager who will manage the software lifecycle activities of customers who have signed long-term recurring revenue agreements with WWT. This position will ensure all client roadmap items are addressed in a timely manner, setting up a frictionless renewal of the contract or continual use of their recurring revenue model. The goal of this position is to ensure all entitled software and available features are fully consumed, enabling our customers to achieve their desired business outcomes.

This job requires that the Customer Success Manager look at our client’s goals as their own and their singular focus to be on ensuring that clients are successful in driving their business initiatives. The ideal candidate for this role will need to understand the entire business, including Sales, 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 team. Strong presentation skills, as well as the ability to “think outside the box”, are pivotal to success within this position. The day-to-day tasks of the Customer Success Manager will vary on a daily basis but creating campaigns and executing those campaigns will be a daily goal. This position requires extreme flexibility and agility, with the comfort and ability to create and develop new processes.

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.

To be successful in this role you should:

• Be able to create and deliver compelling content to C-suite and customer-facing executives.
• Be highly organized, with the ability to seamlessly shift between tasks and areas of focus.
• Be a self-starter who thrives in ambiguous, fast-changing environments.
• Be equipped to solve problems quickly using sound judgment and a common-sense approach.
• Be capable of working independently while effectively prioritizing daily efforts and impact.
• Be eager to learn, demonstrating agility and adaptability in all responsibilities.
• Be a proactive problem-solver with an anticipatory mindset, able to identify needs and desired outcomes in advance.
• Be tenacious, bringing persistence and a “by any means necessary” attitude to achieving success.

Responsibilities:

• Demonstrate proven experience, active knowledge and programmatic expertise supporting and engaging with F5 customers, F5 technologies, and F5 counterparts in a customer success capacity.
• Create customer experience roadmaps informed by customer needs, including short- and long-term plans that align strategies with WWT’s value-added offerings.
• Prepare and present detailed briefing materials, analytics, and reporting to provide actionable customer insights.
• Partner with the F5 CSM to acquire accurate reporting, drive adoption, and plan for forward-looking customer initiatives.
• Maintain and develop customer-facing digital community sites on WWT’s platform.
• Document all customer activity and engagements in the Customer Success Roadmap using Gainsight.
• Engage with OEM partners to gain expertise in assigned OEM products, people, and processes.
• Plan, facilitate, and deliver customer health checks, quarterly success reviews, workshops, and business reviews at the appropriate cadence.
• Develop, communicate, and track key performance indicators (KPIs) to measure customer success.
• Partner with the sales team to prepare for and execute renewal opportunities.
• Identify and pursue new opportunities beyond current organizational thinking to drive customer growth and value.
• Serve as a primary contact for clients, field sales, and internal teams for EA and subscription activities, ensuring timely management of client requests in partnership with WWT delivery teams.
• Understand and prepare for fluidity in role responsibilities as the RACI across WWT and F5 is further defined and scoped as the relationship expands and develops.

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