Customer Success Manager Jobs in Rochester, NH (NOW HIRING)

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 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 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 to foster quality business outcomes and our customers view us as their strategic advisors.

As enterprises consolidate fragmented software buying into a small number of trusted reseller partners, they expect a single front door, faster vendor onboarding, proactive renewal management, and clean data they can trust. The Software Specialist role exists to deliver exactly that — turning the complexity of multi-vendor software estates into a simple, well-run experience for the customer. This shift toward recurring revenue and software lifecycle ownership makes WWT Customer Experience – Software Lifecycle an area of great opportunity for the right candidate.

What will you be doing?

The Software Specialist is a customer-facing role that provides focused functional and commercial software expertise within the Customer Success portfolio. The role concentrates on Tier 2 and Tier 3 software — the broad, long-tail estate of ISV and OEM products that sits beneath the largest strategic agreements — helping customers navigate quoting, vendor outreach, onboarding, renewals, and day-to-day software questions. (Tier 1 and EA-class strategic agreements are owned by Software Advisors and EA Customer Success Managers; the Software Specialist adds depth behind them on the broader relationship.)

The Specialist operates across all customer segments — including Commercial, Service Provider, Public Sector, and Enterprise — and serves as a value-added software resource to assigned Customer Success and account team members. While the role does not own customer accounts or carry direct responsibility for overall account success, it plays a key supporting role by bringing deep software, licensing, and ISV/OEM knowledge to the deal desk and renewal motions.

Working as part of a single-intake operating model, the Specialist partners with the Inside Sales Representative (ISR) and to keep requests moving. Day to day, this means quoting net-new software, conducting vendor and ISV outreach (including supporting Letter of Authorization workflows for OEM/ISV engagement), coordinating vendor onboarding through Partner Management, and getting ahead of the renewal calendar so no date is missed. The Specialist brings a service-oriented mindset and developing technical fluency to help customers understand entitlements, usage, and processes, while recognizing when to escalate complex or strategic needs to senior advisors, architects, or EA CSMs.

In addition, the Specialist contributes insights, observations, and documented learnings to Customer Success partners and internal stakeholders to improve consistency, efficiency, and customer experience. The role carries a strong expectation of ongoing learning and skill development — deepening software and vendor expertise over time and building readiness for more advanced or strategic customer-facing roles.

The ideal candidate is a motivated, customer-centric professional with a desire to build software and commercial depth, contribute meaningfully to customer success outcomes, and grow within a collaborative, fast-paced environment. They are reliable, curious, and proactive, with a strong foundation in problem-solving, communication, and service excellence.

To be successful in this role, you should:

• Be able to support customers with software questions, quotes, entitlements, and renewals across a multi-vendor (ISV/OEM) estate.
• Be able to clearly communicate commercial and process-oriented information to Customer Success partners, account teams, and customer stakeholders.
• Be organized and capable of managing multiple quotes, vendor outreach threads, and renewal timelines concurrently.
• Be able to assess customer needs and determine when to resolve independently versus when to escalate to senior advisors, software advisors, or EA CSMs.
• Be comfortable operating in a support-oriented deal-desk role that requires responsiveness, follow-through, and accuracy.
• Be a self-motivated learner who actively builds software, licensing, and vendor knowledge along with customer success best practices.
• Be able to execute day-to-day responsibilities with guidance, while steadily increasing independence and confidence.
• Be adaptable and able to shift priorities as customers and business needs evolve.
• Be detail-oriented and process-driven, ensuring documentation and execution meet quality standards.
• Be comfortable working with incomplete or imperfect data while seeking clarification and validating against the source.
• Demonstrate professionalism, sound judgment, and effective collaboration across teams.
• Maintain a professional appearance and demeanor appropriate for all customer-facing interactions.
• Perform effectively in a fast-paced environment with moderate visibility and occasional time-sensitive requests.

Responsibilities include:

• Quote Tier 2/Tier 3 software and respond to customer software inquiries.
• Conduct vendor and ISV/OEM outreach, including supporting Letter of Authorization workflows and coordinating new-vendor onboarding through Partner Management.
• Partner with the ISR teams and to manage the renewal calendar, engaging well ahead of renewal dates and handing back to the deal desk when onboarding work is required.
• Support internal and external enablement sessions, technical briefings, and training aligned to supported software, vendors, or programs.
• Add depth behind Software Advisors and EA CSM/CXEs on the broader customer relationship, without owning the account.
• Review customer usage, entitlement, licensing, or configuration data to provide accurate guidance, identify issues, and pressure-test source data for accuracy.
• Execute assigned support activities, tasks, or initiatives, ensuring timely and accurate completion.
• Assist in maintaining and improving customer-facing and internal documentation, playbooks, and best practices.
• Develop and maintain working knowledge of supported software, vendors, programs, and processes through ongoing learning.
• Document customer interactions, activities, and insights using internal tools (e.g., Gainsight) and collaborate via platforms such as Microsoft Teams or Webex.
• Support escalation workflows by engaging appropriate senior advisors, architects, or EA CSM/CXEs when customer needs exceed defined scope.
• Contribute to efforts that improve customer experience, operational efficiency, and consistency of service delivery.
• Participate in customer working sessions or support engagements under the guidance of senior resources.
• Operate effectively in both virtual and in-person customer environments, adapting communication style as needed.
• 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.

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Required qualifications:

• 3–5 years of experience in Customer Success, Software/IT Sales Support, Deal Desk, Renewals, Procurement, Operations, or a related customer-facing role.
• Hands-on experience supporting software quoting, licensing, vendor management, or renewals across multiple ISV/OEM products.
• Developing commercial and technical acumen with the ability to follow established processes and provide accurate guidance.
• Experience supporting customer adoption, usage, or operational questions within software or service agreements.
• Ability to collaborate effectively with senior advisors, ISRs, and cross-functional teams without direct account ownership.
• Strong written and verbal communication skills across internal and customer-facing interactions.
• Demonstrated ability to manage multiple quotes, requests, or renewal timelines while maintaining attention to detail.
• Analytical and problem-solving skills appropriate for level-2 support and deal-desk scenarios.
• Familiarity with vendor onboarding, reseller/partner agreements, or distribution models is a plus.
• Experience with customer success or CRM tooling (e.g., Gainsight) and collaboration platforms (Microsoft Teams, Webex) is a plus.
• Professional demeanor and judgment in customer-facing environments.
• Comfortable working in evolving programs with clear direction and defined escalation paths.
• This job may require up to 25% travel
• Location is remote within the United States.
• Undergraduate degree in a related field or equivalent work experience is required.

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: Heath, 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

Certain states and localities require employers to post a reasonable estimate of base salary range. Total compensation for this role includes a base plus commission. A reasonable estimate of the base salary range for this position is $95,000 - $125,000. Actual salary will be based on a variety of factors, including 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 salary.

Equal Opportunity Employer

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