Client Success Associate Jobs in Rochester, NY (NOW HIRING)

Eligible Work Locations: Remote - Nationwide, United States

Associate Strategic Resource Engagement Manager

Preferred Location: Southern California - USA

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 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!

Why should you join Strategic Resourcing?

Our Strategic Resourcing team consists of business leaders with decades of experience in services management, IT resourcing, engineering, professional services and customer satisfaction. They’ve helped organizations of all sizes, across industries, find and vet talent, fill skills gaps and accelerate mission-critical outcomes.

Why should you join Strategic Resourcing?

Our Strategic Resourcing team consists of business leaders with decades of experience in services management, IT resourcing, engineering, professional services and customer satisfaction. They’ve helped organizations of all sizes, across industries, find and vet talent, fill skills gaps and accelerate mission-critical outcomes.

What will you be doing?

The Associate Strategic Engagement Manager (Associate SEM) will work directly with the Strategic Engagement Management (SEM) team and will assist with the support of our teams, special projects and day-to-day operations. The goal of the Associate SEM role is to develop into an SEM, by growing and learning in the areas of personnel management, business operations, marketing, and all things WWT. As the Associate SEM gets comfortable with the mechanics of the SEM team, they will be assigned some low-touch resources and customers to manage under the guidance of an SEM or Senior Leadership.

The expectation of the Associate SEM role is that the chosen candidate will be actively engage with our SEM team and the entire Strategic Resourcing practice, that they will be an enthusiastic participant in our mentoring relationships, and that they are treated as a contributing team member on all fronts. The SEMs will include them in all parts of the business and the Associate will be able to contribute or shadow on everything. This role is vital to our team's success today, as well as the shape of our team in the future.

RESPONSIBILITIES:

The following list are some of the core areas the Associate will develop during their first year in Strategic Resourcing. The role should not be limited to this list, but these are the target areas of growth. The Associate SEM will have access to a variety of mentors, extensive shadowing opportunities and the opportunity to work through each area throughout their normal day-to-day.

Personnel & Relationship Management:

• Building relationships with the resources and customers, and becoming a Trusted Advisor for all things WWT
• Establishing regular communication cadence with each resource (1:1s, emails, team calls, etc.) and with our customer contacts.
• Ability to navigate scenarios around performance issues, difficult conversations and coaching, hiring/terminating, compensation discussions, etc.
• Timecard and time off management
• Navigating the Partner relationship in addition to the Resources/Customers
• Manage and maintain an accurate roster of resources supporting WWT clients, including tracking onboarding and offboarding activities across both internal systems and client environments. Ensure all resources meet required customer training, certifications, and project assignment requirements, and maintain visibility for cross-functional stakeholders
• Coordinate end-to-end onboarding and offboarding processes for consultants, including alignment with internal teams and client requirements.
• Manage offboarding activities, ensuring proper system access removal and compliance with both WWT and client policies.
• Oversee distribution, tracking, and return of internal and client-issued assets (e.g., laptops, equipment), ensuring accountability throughout the resource lifecycle.
• Provide regular reporting on personnel changes, including onboarding status, active resource updates, and offboarding details (including reasons), for both internal leadership and client stakeholders.

Day-to-Day Operations:

• Learning and understanding the Strategic Resourcing P&L as well as engagement financials. This should include a strong understanding of general services financial terms and processes.
• Utilizing Strategic Resourcing reports from Tableau and Smartsheets including the team roster, dashboard, financials, burn rates, etc.
• Ability to work within our current tool base including SalesForce, The Deal, Tableau, Empower, Bullhorn, Trello, SmartSheets, etc. Actively participate in status reports, roster updates, SOP updates, Udemy reporting, etc.
• Understanding of the cross-functional teams that support Strategic Resourcing (sales, project coordinators, resource managers, regional managers, etc.) and our RASCI.

Marketing:

• Creating new ideas and content to be published on the WWT Platform for both internal and external audiences
• Be a visionary and think of ways to creatively enable our sales teams and educate our customers -- customer newsletters, communications, events, etc.
• Assist with the internal Strategic Resourcing Newsletter and all-hands calls
• Assist with creation of case studies and success stories around the Strategic Resourcing practice

WWT SME

• the Strategic Resourcing Secret Sauce:
• Able to educate resources and customers on WWT reach back and culture. This includes the WWT IML, Platform/ATC, Command Center, Udemy, Mentors, etc.
• Build knowledge around WWT technical offerings outside of Strategic Resourcing including Application Services, Consulting Services, LaaS, Infrastructure Services, Supply Chain, etc.
• Ability to present the WWT Go-to-Market presentation from the heart
• Encourage resources and customers to utilize our reach back

QUALIFICATIONS:

• Bachelors degree preferred or a combination of education, training and experience may be considered in lieu of a degree
• Experience working with Vendor Management Systems (VMS) is preferred (Bullhorn, Beeline, Fieldglass, etc.)
• Financial acumen and excel experience are required
• Experience working with utility customers is a huge plus
• Baseline knowledge of World Wide Technology
• Baseline knowledge of Professional Services and outsourcing/managed services/partner led engagements. Experience in the staffing or recruiting industry a plus!
• Baseline knowledge of IT/Technical industry a plus as well
• Able to educate resources and customers on WWT reach back and culture. This includes the WWT IML, Platform/ATC, Command Center, Udemy, Mentors, etc.
• Build knowledge around WWT technical offerings outside of Strategic Resourcing including Application Services, Consulting Services, LaaS, Infrastructure Services, Supply Chain, etc.
• Ability to present the WWT Go-to-Market presentation from the heart
• Encourage resources and customers to utilize our reach back and support via the Platform, ATC labs, white papers, articles, videos, SME/mentors, training library, etc. Have the ability to explain each support mechanism and promote it within your team.
• Strong communication skills (written/verbal/presentation)
• Ability to learn quickly
• Desire to be a leader
• Ability to work independently, strong problem-solving skills and not shy about suggesting new ideas or solutions
• Creative/innovative personality. Be a visionary!

Want to learn more about Strategic Resourcing? Check us out on our platform:WWT - Strategic Resourcing

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!

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 $69,200-$86,500 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.

If you have any questions or concerns about this posting, please email taposting@wwt.com.