Customer Experience Executive

Qualifications:

• 5+ years of experience in Customer Success, Enterprise Sales, Business Development, Project Management, Operations, IT, or Business Analysis within complex technology environments.
• Demonstrated experience managing enterprise software lifecycle motions, including adoption, consumption, renewals, and value realization strategies.
• Mid- to senior level understanding of Cisco Enterprise Agreements and Whole Portfolio Agreements (WPA).
  • Experience with additional OEM ecosystems (e.g., Palo Alto, Red Hat, VMware, Dell) preferred but not required.
• Experience working within Cisco licensing models, Smart Accounts, and enterprise subscription environments.
• Proven ability to operate effectively in ambiguous, evolving programs with shifting priorities and minimal structure.
• Strong executive presence with experience engaging and influencing stakeholders across all levels of an organization, including C-suite leaders.
• Demonstrated ability to translate data and analytics into actionable customer insights and measurable outcomes.
• Experience building, refining, or scaling processes within high-growth or transformational environments.
• Strong cross-functional leadership skills with the ability to align Sales, Engineering, Operations, Finance, and partner teams toward common objectives.
• Excellent prioritization, organization, and time management skills with the ability to manage multiple initiatives simultaneously.
• Strategic thinker with sound business judgment and a practical, solutions-oriented mindset.
• Experience leading or coordinating high-performing teams to deliver against shared goals, formally or through influence.
• Strong internal motivation, intellectual curiosity, and commitment to continuous learning.
• Ability to maintain a professional, business-appropriate appearance and executive presence in both virtual and in-person customer engagements.
• Up to 20% nationwide travel may be required.

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].

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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!

Why should you join the Customer Experience – Software Lifecycle team?

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.

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 seeking a Customer Experience Executive (CXE) to lead the Customer Success strategy and execution for our customer’s Whole Portfolio Agreements (WPA), with an initial focus on Cisco WPA programs. This role owns the end-to-end customer experience across the software lifecycle, driving measurable adoption, consumption, and business outcomes aligned to the customer’s strategic priorities.

The CXE serves as the single point of accountability for the holistic WPA motion within the account, defining and executing a Customer Success strategy aligned to WWT’s EA+ methodology. While centered on Cisco programs today, this role is designed to expand alongside the customer’s broader and future technology portfolio.

This position requires a high degree of comfort operating in ambiguity. Programs will evolve, priorities will shift, and structure may need to be created in real time. The day-to-day workload will vary significantly and demands flexibility, resilience, and strong business judgment.

The ideal candidate will approach the customers’ goals as their own, partnering cross-functionally across Sales, Engineering, Operations, Marketing, and Finance to drive alignment and results. Executive presence, strong analytical capability, and the ability to influence without authority are critical to success.

This is a fast-paced, high-visibility role with minimal ramp time. Success requires agility, ownership, and the ability to balance strategic planning with hands-on execution.

To be successful in this role you should:

• Be able to create, communicate, and present executive-level content to C-suite and senior stakeholders
• Be highly organized and able to seamlessly pivot between competing priorities
• Be a self-starter who thrives in ambiguous and rapidly changing environments
• Be comfortable operating without complete information and building clarity through action
• Be capable of solving complex problems with sound business judgment
• Be able to work independently and determine where your efforts will drive the greatest customer impact
• Be eager to continuously learn and adapt as programs and customer needs evolve
• Be proactive in identifying customer needs and anticipating desired outcomes
• Be accountable for customer issues from identification through resolution
• Be tenacious, resilient, and comfortable operating in a high-visibility environment
• Be skilled at reading your audience and tailoring messaging with strong business acumen and executive finesse

Responsibilities:

• Serve as the primary point of contact for customers, Field Sales, OEM partners, and internal teams for WPA/EA and subscription activities
• Define and execute adoption, consumption, and value realization strategies aligned to customer objectives
• Develop, maintain, and execute a comprehensive Customer Success Roadmap within Gainsight
• Lead customer health checks, executive business reviews, quarterly success reviews, and strategic workshops
• Deliver data-driven insights and pointed analytics to inform customer decision-making
• Establish, track, and communicate KPIs tied to customer outcomes and ROI
• Drive cross-functional engagement to accelerate consumption and resolve customer needs
• Partner closely with OEM stakeholders to build expertise across products, programs, and processes
• Identify opportunities to expand engagement across the customer’s current and future technology portfolio
• Analyze data, compile accurate reporting, and translate insights into actionable recommendations
• Develop short- and long-term customer experience roadmaps aligned to business strategies
• Contribute to the development and refinement of scalable Customer Success processes
• Maintain reliable attendance and flexibility to work outside standard business hours when necessary