Responsibilities:
- Serve as a primary operational point of contact for customer asset management, licensing, entitlement, and subscription-related activities
- Reconcile customer deployment, procurement, entitlement, and consumption data to establish and maintain an accurate license and asset position
- Maintain ongoing asset data hygiene, validation, governance, and reporting readiness for renewals, audits, compliance discussions, and strategic planning
- Support customers within Cisco Smart Accounts, Virtual Accounts, licensing portals, and Enterprise Agreement structures
- Deliver customer onboarding, training sessions, workshops, and operational guidance associated with licensing tools, processes, and best practices
- Develop and maintain customer-facing and internal documentation including process guides, operational workflows, reporting artifacts, white papers, and training materials
- Deliver data-driven insights, operational reporting, and pointed analytics to customers and internal stakeholders
- Support customer adoption, consumption, and value realization efforts in partnership with aligned CSMs and account teams
- Partner closely with broader Customer Success teams and vertical CSMs to align operational asset management activities with overall customer success strategies and business objectives
- Contribute to customer health reviews, executive business reviews (EBRs), quarterly success reviews, and strategic planning discussions through operational analysis and reporting
- Raise critical operational risks, data discrepancies, customer concerns, or process gaps to leadership and account teams as appropriate
- Manage cross-functional coordination across Sales, Customer Experience, Engineering, Operations, OEM partners, Finance, and delivery teams to drive customer outcomes
- Support the development and refinement of scalable asset management and Customer Success operational processes
- Engage directly with OEM partners to build expertise around licensing models, product structures, operational processes, and support requirements
- Identify opportunities to improve operational efficiency, customer adoption, reporting accuracy, and overall customer experience
- Maintain accurate activity tracking and customer documentation within Gainsight and associated collaboration platforms
- Support operational readiness and customer engagement activities associated with large-scale Federal and Public Sector programs
- Operate effectively within both remote and customer-facing environments, including occasional on-site engagement as required
- Attend work on a regular and reliable basis and maintain flexibility to support customer needs outside standard business hours when necessary
Qualifications:
- 4–6+ years of experience in Customer Success, Asset Management, Enterprise Software Licensing, Operations, Project Management, Business Analysis, IT, or related customer-facing technology roles
- Proven experience working within Cisco licensing environments, including Smart Accounts, Virtual Accounts, Enterprise Agreements, and subscription-based software models
- Strong understanding of software lifecycle management including deployment, entitlement, adoption, consumption, renewals, and operational governance
- Demonstrated ability to analyze, validate, reconcile, and present complex operational and licensing data
- Experience supporting enterprise customers within complex, fast-paced, and highly visible technology environments
- Federal or Public Sector customer experience strongly preferred
- Strong executive presence with experience presenting to technical teams, operational stakeholders, and senior leadership
- Demonstrated ability to operate effectively within ambiguous environments with shifting priorities and evolving structures
- Strong organizational, prioritization, and time management skills with the ability to manage multiple initiatives simultaneously
- Strong business acumen with the ability to translate operational data into meaningful customer outcomes and recommendations
- Experience collaborating cross-functionally across Sales, Engineering, Operations, Finance, OEM partners, and Customer Success organizations
- Strong facilitation, communication, and customer engagement skills
- Experience building or refining operational processes, reporting frameworks, or customer success workflows preferred
- Exposure to additional OEM ecosystems such as Palo Alto, VMware, Dell, Red Hat, or similar technologies preferred but not required
- Previous Program or Project Management experience considered a plus
- This job requires up to 20% travel throughout the US.
Education:
- Undergraduate degree in a related field or equivalent work experience is required.
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 $80,000.00 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 [contact via apply link].
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 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 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.
What will you be doing?
World Wide Technology (WWT) is seeking a Customer Success Manager (CSM) – Asset Manager to support and lead customer-facing asset management, licensing operations, and customer success activities associated with Enterprise Agreements (EA), subscription-based software programs, and large-scale technology environments, with an initial focus on Cisco ecosystems within Federal and Public Sector customers.
This role serves as a hands-on asset management and customer success resource responsible for maintaining accurate customer hardware, software, entitlement, and licensing data while driving operational alignment, customer adoption, and strategic value realization across the software lifecycle. The position combines deep operational ownership of asset and licensing management with the customer engagement, analytics, and cross-functional coordination responsibilities of a Customer Success organization.
The CSM – Asset Manager acts as a trusted advisor to both customers and internal stakeholders by validating and reconciling complex licensing and deployment data, translating findings into actionable insights, and supporting broader Customer Success strategies in partnership with aligned Customer Success Managers (CSMs), account teams, OEM partners, and program leadership.
This role is heavily focused on operational execution, asset visibility, licensing accuracy, customer readiness, and data-driven analysis within highly scrutinized Federal and Public Sector environments that demand precision, responsiveness, accountability, and strong executive communication. The ideal candidate is highly analytical, operationally disciplined, customer-focused, and comfortable operating in a fast-paced, high-visibility, and evolving environment with shifting priorities, operational complexity, and varying levels of ambiguity.
To be successful in this role you should:
- Be able to confidently and independently support customers within Cisco licensing environments, including Smart Accounts, Virtual Accounts, Enterprise Agreements, and subscription structures
- Be highly organized and able to seamlessly pivot between competing priorities, customer needs, and operational activities
- Be capable of analyzing large and complex data sets and translating findings into actionable customer insights
- Be comfortable presenting operational, analytical, and strategic content to customer stakeholders ranging from technical teams to executive leadership
- Be a self-starter who thrives in ambiguous and rapidly evolving environments
- Be able to solve problems quickly using sound business judgment and a practical, customer-focused approach
- Be capable of independently prioritizing efforts based on customer impact and program objectives
- Be proactive in identifying customer needs, operational gaps, risks, and opportunities before escalation occurs
- Be accountable for customer requests, issues, and operational outcomes from identification through resolution
- Be comfortable operating without complete information and creating structure where needed
- Be skilled at tailoring communication style and messaging based on audience, business context, and customer maturity
- Be resilient and adaptable within high-visibility Federal and Public Sector customer environments
- Be eager to continuously learn evolving technologies, licensing structures, OEM programs, and customer business models
- Be collaborative and capable of partnering effectively with broader Customer Success teams, including vertical-aligned CSMs supporting the overall customer program
- Be comfortable operating within environments that require urgency, professionalism, operational precision, and strong customer accountability
