Required Qualifications:
- 3–5 years of experience in Customer Success and/or financial analysis related to large software agreements
- Hands-on experience developing and supporting internal processes
- Developing 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 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 tasks or requests while maintaining attention to detail.
- Analytical and problem-solving skills appropriate for level2 support scenarios.
- Professional demeanor and judgment in customer-facing environments.
- Comfortable working in evolving programs with clear direction and defined escalation paths.
Education:
Undergraduate Degree in a related field or equivalent work experience is required
Location is remote within the United States.
Want to learn more about Customer Experience? Check us out on our platform: Customer Experience – WWT
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 $65,000.00 to $85,000.00 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].
Equal Opportunity Employer
Qualifications
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 to 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.
What will you be doing?
The Customer Success – Specialist is a customer-facing, early-to-mid career role that provides focused functional and operational support aligned to a specific technology, OEM, tool, or defined capability within the Customer Success portfolio. This role supports customer outcomes by assisting with adoption, usage, and operational understanding of software agreements and solutions, ensuring customers can effectively navigate questions, requirements, and common challenges.
The Specialist operates across all customer segments—including Commercial, Service Provider, Public Sector, and Enterprise—and serves as a secondary, value-added resource to assigned Customer Success 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 providing level two expertise, execution assistance, and responsive support for customers with defined needs within the Specialist’s area of focus.
This specialist role will serve as our financial analyst for true forward management and ROI analysis. They will be responsible for developing standardization and scalability in the data analysis and reporting requirements related to the financial elements of a software agreement. This role will be responsible for developing, validating, and communicating ROI insights and true forward reporting to support large, complex enterprise software agreements. The Specialist will partner closely with multiple roles and teams to ensure financial accuracy, contractual compliance, and value realization for both internal stakeholders and customers. This role partners closely with Customer Success Managers and broader account teams to respond to customer inquiries, support enablement activities, and assist with adoption and optimization motions.
The Specialist acts as an execution and support point within their aligned technology, OEM, or program. Responsibilities include participating in enablement sessions, providing hands-on assistance for routine configuration or operational tasks, supporting troubleshooting efforts, and helping coordinate escalations to more tenured or specialized resources when needed. The role supports assigned initiatives through completion, ensuring accuracy, follow-through, and alignment to defined customer outcomes.
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 requires strong attention to detail, developing business and technical acumen, and the ability to communicate clearly with both internal teams and customer stakeholders.
The ideal candidate is a motivated, customer-centric professional with a desire to be seen as an expert in their role, 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.
Responsibilities include:
ROI Analysis & Value Realization
- Serve as the subject matter expert for ROI modeling and financial value analysis for enterprise software agreements.
- Develop and maintain standardized and ad hoc ROI models to quantify customer value realization against contractual commitments.
- Analyze financial, usage, and operational data to identify trends, risks, and opportunities related to software investments.
- Partner with account teams to support renewals, upselling, and executive-level customer discussions with data-driven ROI insights.
- Translate complex financial analysis into clear, compelling narratives for internal and customer-facing presentations.
True Forward Reporting & Agreement Reconciliation
- Own the end-to-end true forward reporting process for software agreements.
- Validate customer usage data and reconcile against contractual entitlements to determine over- or under-consumption.
- Calculate true forward positions and financial impacts in alignment with contract terms.
- Prepare accurate and audit-ready true forward reports for internal review and customer delivery.
- Support order processing and contract updates related to true forward adjustments.
Financial Governance & Accuracy
- Ensure financial accuracy, data integrity, and compliance with contractual and revenue recognition requirements.
- Identify and resolve data discrepancies across multiple systems and data sources.
- Proactively review data insights to ensure problems or concerns are addressed in a timely manner
Stakeholder Enablement & Advisory
- Act as the primary point of contact and trusted advisor for internal teams on all ROI and true forward-related matters.
- Advise and assist on end-to-end process related to quoting and ordering to ensure data accuracy
- Provide training, documentation, and best practices on processes impacting financial output to ensure accuracy for downstream reporting and insights to CX, Internal Sales, Account Management, and other stakeholders
- Support internal and external enablement sessions, customer calls, and training aligned to the area of expertise
- Partner with Customer Success Managers to respond to customer inquiries and support adoption and operational success.
- Respond to ad hoc financial analysis requests from internal stakeholders and leadership.
Process Improvement & Standardization
- Develop and continuously improve standardized templates, tools, and reporting frameworks for ROI and true forward analysis.
- Drive automation and efficiency initiatives to reduce manual effort and improve turnaround time.
- Define and document scalable processes to support growth in enterprise software agreements.
- Support internal and external enablement sessions, customer calls, and training aligned to the area of expertise
- Be the internal SME related to financial analysis for software agreements and large purchasing agreements
- Provide internal guidance on processes impacting financial output to ensure accuracy for downstream reporting and insights
To be successful in this role, you should:
- Be able to support customers with defined questions or needs related to a specific financial models related to software agreements
- Be able to clearly communicate financial data to Customer Success partners and customer stakeholders.
- Be organized and capable of managing multiple support requests, tasks, or initiatives concurrently.
- Be able to analyze data and assess impacted customers and proactively work through process
- Be comfortable operating in a support-oriented role that requires responsiveness, follow-through, and accuracy.
- Be a self-motivated learner who actively builds continued knowledge and assess current process and output
- 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 information while seeking clarification and support as needed.
- 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.
- 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.
