Customer Success Manager

• 4+ years of directly related Customer Success or customer-facing experience
• Bachelor’s degree or equivalent experience
• Knowledge of service delivery concepts, processes and continuous improvement
• Strong client focus and relationship management skills
• A proven ability to curate expansion opportunities within an existing customer base
• Ability to drive value-based conversations across business and technical stakeholders
• An active team player, self-starter and multitasker who can quickly adjust priorities
• Proficiency with the Microsoft 365 suite (Word, Excel and PowerPoint)
• A foundational, sales or business-oriented Cloud, Workplace or Data Center certification is an asset
• AB-900 M365 Copilot & Agent Foundations and AI-900 Azure Foundations certifications are an asset
• Bilingual in English and French is an assetThe well-being of WWT employees is essential.

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: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

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!

Your passion is customer success. As a Customer Success Manager, you will own great customer experiences across the full lifecycle of your engagement, guiding customers along their adoption journey by understanding their business, strategy and key initiatives.

You will independently manage a portfolio that spans our Workplace, Cloud and Hybrid Cloud (DC&N) offerings, working with growing complexity and customization to help customers achieve their desired outcomes.

• →Onboard customers into their managed services offerings so they understand scope, tooling and support
• →Act as a trusted advisor and the primary point of contact for your portfolio of accounts
• →Co-create and execute Customer Success Plans, establish critical goals and report on progress against them
• →Facilitate monthly and quarterly business reviews to drive adoption of existing services
• →Provide strategic and tactical insights that help customers make decisions to best achieve their business and technical goals
• →Support customers with mid-sized managed services footprints across a mix of technologies and offerings
• →Engage with clients at various levels, typically ranging from IT Administrator to Director and at times the C-Suite
• →Monitor customer health, predict challenges and offer solutions that increase satisfaction and retention
• →Navigate, pull and create reports from various tools to understand service adoption and customer health
• →Research industry trends and best practices to drive adoption of customers’ existing services
• →Drive growth and expansion of your accounts, using your knowledge of our offerings to match the right features to each customer’s outcomes
• →Facilitate discussions between customers and technical resources, and partner cross-functionally to solve specific service gaps
• →Participate in or support Customer Success improvement initiatives that close gaps across the department or improve the employee experience
• →Contribute to renewal discussions in partnership with Renewals, Pre-Sales and Sales to support client retention