- Own post-signature strategy for assigned accounts within the aligned technology, capability, or program
- Run adoption health checks and proof-of-concept / pilot follow-up to keep deployments on track
- Build strategy roadmaps that connect adoption to renewal and expansion
- Identify and advance expansion opportunities within managed accounts
- Partner with the aligned pre-sales Advisor(s) so new opportunities are scoped with adoption in mind
- Brief the account team on what was sold so they can support the customer post-close
- Leverage Gainsight as the source of truth for all strategic adoption initiatives
- Identify opportunities for partnership across the broader Customer Experience organization by assessing where technology investments intersect with Enterprise Agreements, and develop coordinated engagement strategies with Customer Success Managers (CSMs) and Customer Experience Executives (CXEs), as appropriate
For a defined set of critical, strategic accounts only — not the full customer base:
- Support a holistic technology roadmap spanning all WWT capabilities in partnership with the assigned CSM and/or CXE to strategically support a customer's long-term technology requirements
- Act as a dynamic partnership resource, connecting adoption strategy to WWT's broader portfolio
- Engaged selectively, by exception, on WWT's most critical accounts
- Be able to confidently and independently support customers within complex technical environments aligned to a specific technology, capability, or program.
- Be able to create, present, and clearly communicate strategic insights, technical guidance, and recommendations to C-suite executives and customer-facing stakeholders.
- Be highly organized, capable of managing multiple customer initiatives, roadmap items, and action plans simultaneously.
- Be able to quickly evaluate customer needs, questions, and challenges, pivoting seamlessly from routine to urgent priorities with a “walk to sprint” mindset.
- Be a self-starter who thrives in ambiguity and proactively identifies opportunities to support Customer Success resources and customer outcomes.
- Be able to solve technical, operational, and process challenges independently using practical, common-sense approaches.
- Be capable of prioritizing and executing day-to-day efforts with minimal guidance, aligning actions to the highest-impact customer outcomes.
- Be eager to continuously learn, adapt, and expand expertise across technologies, platforms, and customer success best practices.
- Be a proactive problem-solver with an anticipatory mindset, identifying risks and opportunities before they impact customer outcomes.
- Be tenacious and outcome-driven, demonstrating strong ownership and follow-through even without direct account responsibility.
- Be comfortable operating without complete information, demonstrating flexibility, resilience, and sound judgment.
- Be able to “read the room,” tailoring messaging with strong business acumen, professionalism, and finesse across customer sectors, roles, and seniority levels.
- Consistently demonstrate a professional appearance and demeanor appropriate for all customer-facing engagements.
- Perform effectively in environments with high visibility, fast-paced demands, and occasional high-pressure scenarios.
- Deliver internal and external kick-off sessions, technical briefings, training, and enablement aligned to the supported technology, capability, or program.
- Partner with Customer Success resources to identify customer needs, define success criteria, and support adoption, optimization, and expansion initiatives.
- Own and execute assigned customer initiatives and roadmap actions from initiation through completion, ensuring alignment to desired outcomes.
- Develop and continuously improve the end-to-end customer journey for the supported capability, including internal and customer-facing documentation and best practices.
- Maintain deep and current knowledge of supported technologies, programs, and solutions through self-directed learning and engagement with OEMs and internal teams.
- Document customer activity, insights, and progress using internal tools (e.g., Gainsight) and collaborate across platforms such as Microsoft Teams or Webex Teams to ensure transparency and alignment.
- Collaborate with account teams, Customer Experience, and partners to improve adoption, address technical or operational challenges, and drive incremental customer value.
- Analyze customer environments and usage data to provide accurate, actionable insights and strategic recommendations.
- Identify opportunities to enhance customer experiences, operational efficiency, and service delivery beyond existing practices.
- Facilitate customer workshops, working sessions, and enablement engagements to support understanding, adoption, and long-term success.
- Operate effectively in both virtual and in-person customer environments, adapting to varying stakeholder expectations and professional levels.
- Maintain regular and reliable attendance and be available to support customer or business needs outside of standard business hours when required.
- Present a professional, camera-ready presence for all virtual and in-person customer interactions across a diverse customer portfolio.
- 8+ years of progressive experience in Customer Success, Technical Consulting, Solutions Architecture, Engineering, Professional Services, or a related customer-facing technical role.
- Demonstrated expertise supporting enterprise customers within complex technical environments aligned to a defined technology, capability, platform, or program.
- Proven ability to operate as a trusted advisor to senior customer stakeholders, including executive and C-suite audiences.
- Strong technical acumen with the ability to translate complex concepts into clear, actionable guidance aligned to business outcomes.
- Experience driving customer adoption, optimization, and expansion initiatives through consultative engagement and structured roadmap planning.
- Demonstrated success influencing outcomes without direct account ownership or formal authority.
- Ability to independently lead customer initiatives from discovery through execution, managing ambiguity and shifting priorities with minimal guidance.
- Advanced presentation, facilitation, and communication skills across virtual and in-person settings.
- Strong analytical and problem-solving skills, with the ability to assess customer environments, identify gaps, and recommend strategic solutions.
- Proven ability to manage multiple high-impact customer initiatives simultaneously while maintaining attention to detail and execution discipline.
- High level of business acumen with the ability to align technical solutions to customer goals, financial considerations, and operational realities.
- Demonstrated professionalism, executive presence, and judgment in high-visibility, customer-facing scenarios.
- Comfortable operating in fast-paced, evolving programs with changing priorities and incomplete information.
- Experience supporting enterprise-scale customers across multiple industries or market segments.
- Background in solution design, architecture, or advanced technical advisory roles.
- Experience partnering closely with Sales, Customer Success, Professional Services, and product or engineering teams to drive customer outcomes.
- Proven ability to identify and influence expansion opportunities through value realization, roadmap alignment, and strategic guidance.
- Experience contributing to the development or refinement of customer success methodologies, playbooks, or best practices.
- Familiarity with customer success platforms, CRM systems, and collaboration tools (e.g., Gainsight, Salesforce, Microsoft Teams, Webex).
- Experience mentoring or informally coaching peers and junior team members.
- Strong self-directed learning mindset with a track record of rapidly acquiring expertise in new technologies, platforms, or programs.
Education: Undergraduate degree in a related field or equivalent work experience is required
Travel: This job may require travel; up to 25%
Location: Remote within the United States
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 $80,000 to $110,000.00 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 and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental 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].
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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 14,000 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 15 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!
WWT's Customer Experience – Success team puts our customers first, partnering with them to understand their goals and then applying the efforts necessary to achieve those goals. It is a rewarding way to ensure our relationships continue to foster quality business outcomes, with customers viewing us as their strategic advisor.
Customer Experience is also a thriving area of growth as companies shift from transactional sales models to supporting recurring revenue. Customer Experience has become a key driver in ensuring that any customer who commits to an agreement sees success and continues to renew that business. This industry trend toward recurring revenue models makes WWT Customer Experience – Success an area of great opportunity for potential candidates.
The Success Advisor is a senior, customer-facing role that provides deep technical and strategic expertise aligned to a specific technology, capability, or program within WWT's Customer Success portfolio. This role enables meaningful customer outcomes by guiding customers through adoption, optimization, and expansion initiatives that align technology investments to business objectives and long-term roadmaps.
The role lives primarily in the post-signature motion — owning the strategy that turns a signed agreement into an adopted, expanding, and renewing account. The Success Advisor also maintains direct visibility into pre-sales, partnering with the aligned pre-sales Advisor(s) so opportunities are scoped for adoption success from the start, and making sure the broader account team is prepared to support the customer after close.
The Success Advisor operates across all customer segments — including Commercial, Service Provider, Public Sector, and Enterprise — and serves as a specialized, value-added extension of assigned Customer Success resources. While the role does not necessarily or always own the customer account or carry direct responsibility for overall account success – as customers programs may represent joint support motions through an existing Customer Success motion, it plays a critical supporting role by delivering advanced technical insight, execution guidance, and best practices for customers with complex environments, evolving needs, or strategic growth initiatives.
This role partners closely with Customer Success and account teams to identify, uncover, and support customer needs across the full lifecycle — from initial adoption through expansion-focused outcomes. The Success Advisor brings a consultative mindset and technical fluency to help customers operationalize solutions, navigate complexity, and build forward-looking roadmaps that strengthen customer value, trust, and long-term partnership with WWT.
The Success Advisor acts as a primary point of contact for execution and enablement within their aligned technology, capability, or program. Responsibilities include delivering technical education and enablement sessions, providing hands-on configuration and execution support where appropriate, managing technical escalations, and offering direct guidance to customer stakeholders and end users. The role maintains ownership of assigned initiatives from initiation through completion, ensuring alignment to desired customer outcomes and measurable value.
In addition, the Success Advisor develops and presents insights, metrics, and strategic recommendations to customer executives, Customer Success partners, and internal stakeholders to support data-driven decision-making and roadmap planning. The role requires strong business acumen, technical credibility, and the ability to translate complex concepts into clear, actionable guidance for diverse audiences.
Initial focus is typically aligned to a defined set of technologies, platforms, or programs within WWT's portfolio, with an expectation of continuous self-directed learning and adaptability to expand into net-new capabilities, solutions, and programs as customer and business needs evolve.
The ideal candidate is a highly experienced, customer-centric professional with a passion for problem-solving, collaboration, and service excellence — all coupled with a technical and entrepreneurial mindset. They approach customer objectives as their own and are deeply invested in helping customers achieve tangible business outcomes through effective technology adoption and strategic execution. Success in this role requires intellectual curiosity, strong communication skills, and the ability to operate confidently in a fast-paced, ambiguous, and highly visible environment.
