Why WWT?

　　Fueled by creativity and ideation, World Wide Technology (WWT) strives to accelerate our growth and nurture future innovation. From our world class culture, to our generous benefits, to developing cutting edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers.

　　At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 10,000 individuals and closed nearly $17 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the 12th consecutive year!

　　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.

　　What will you be doing?

　　World Wide Technology (WWT) is currently looking for a Program Manager who will manage the software lifecycle activities of a government entity's Global Enterprise Modernization Software & Services (GEMSS) program. This role will be key in defining and executing a customer experience strategy for the GEMSS program. The Program Manager will be responsible for supporting the holistic software requirements and engagement within GEMSS, including but not limited to Collaboration, Networking & Security capabilities and enablement requirements. This role will develop a deep understanding of customer personas and what drives their engagement and develop and execute against a customer experience strategy, aligned with the overall GEMSS strategy. This position will ensure all client roadmap items are addressed in a timely manner, setting up a frictionless renewal of the contract or continual use of their recurring revenue model. The goal of this position is to ensure all entitled software and available features are fully consumed enabling our customers to achieve their desired business outcomes, as well as supporting the internal team and our partners in new opportunities and expansion conversations.

　　This job requires that the Program Manager look at our client's goals as their own and their singular focus to be on ensuring the customer is successful in driving their business initiatives. The ideal candidate for this role will need to understand the entire business, including Sales, Engineering, Operations, Marketing, and Finance, partnering with these groups to drive towards our customers' vision. Candidates should display tenacity and an eagerness to learn and help develop the quickly-growing CX - Software Lifecycle team. Strong presentation skills, as well as the ability to "think outside the box", are pivotal to success within this position. The day-to-day tasks of the Program Manager will vary on a daily basis.

　　We are looking for the type of candidate that has the creativity to overcome challenges, a passion for success, the tenacity to accomplish a goal and the desire to succeed. This position requires extreme flexibility and agility, with the comfort and ability to create and develop new processes. The position comes with a high level of visibility and inspection with very minimal ramp-up opportunity.

　　The position requires the employee to communicate well with others both inside and outside the workplace (e.g., in person, via telephone, via email, via virtual meetings). Relationship building is critical to success. The employee must be able to understand, interpret and analyze data, solve problems, concentrate, research, multi-task, prioritize, and meet multiple deadlines to complete essential tasks. This is a fast-paced and, at times, stressful environment.

　　This is a multi-faceted role that manages various aspects of a large-scale government program. Focus areas may include, but are not limited to:

　　Program Management: Oversee the entire Cisco Enterprise Agreement (GEMSS) program for the government contract. This includes defining project scope, setting goals and objectives, creating timelines and managing resources to ensure successful program execution.Stakeholder Engagement: Engage with government agency representatives, Cisco account teams, and other stakeholders to understand their requirements, priorities, and challenges. Maintain strong relationships to facilitate collaboration, trust and ongoing communication.Solution Design: Collaborate with technical teams to design Cisco-based solutions that meet the government's needs and align with the terms of GEMSS. Ensure that solutions are cost-effective, scalable, and compliant with government regulations and security standards. As the government's needs and technical footprint expands, self-education, growing knowledge and management of additional technologies (outside of Cisco) may be required.Product Selection: Evaluate and select Cisco products and services that best fit the government's requirements. This involves staying updated on Cisco's product offerings, roadmaps, and capabilities.Contract Compliance: Ensure that the Cisco Enterprise Agreement is adhered to in terms of pricing, licensing, and support. Monitor compliance with contractual terms and make necessary adjustments when needed.Risk Management: Identify and mitigate risks associated with the program. This includes assessing potential security risks, legal issues, and any challenges that may arise during implementation.Technical Support: Provide technical guidance and support to government agencies, helping them make informed decisions about technical solutions, troubleshoot issues, and optimize their use of Cisco (or alternative) products.Software Procurement Manager: Monitor the entire software acquisition process and work closely with appropriate WWT and/or Cisco team members to define requirements, negotiate contracts, and ensure compliance with software licenses.Data Analyst: Analyze data related to software usage and costs to identify potential cost-saving opportunities and optimize software licenses.Training and Education: Facilitate training and knowledge transfer to government personnel, ensuring they have the skills and knowledge required to effectively utilize Cisco technologies.

　　To be successful in this role you should:

　　Be able to create, communicate and present content to C-suite and/or customer-facing executivesBe highly organized with the ability to easily toggle between tasks and areas of focusBe a self-starter, comfortable working within an ambiguous and rapidly changing environmentBe able to solve problems quickly and take a "common sense" approach to challengesBe capable to work independently and evaluate where and how your day-to-day efforts should focusBe eager to learn and approach the position and responsibilities with ongoing agilityBe a problem-solver with an anticipatory mindset that is able to quickly identify needs and desired outcomesBe tenacious and have a "by any means necessary" attitudeBe willing to take ownership of customers issues & needs and follow problems through to resolutionBe comfortable in not having all the information or answers readily available - this is a rapidly evolving position and program that requires substantial ambiguity toleranceBe able to read your audience and tailor messaging - a high level of business acumen & finesse is critical for success

　　Responsibilities include:

　　Serve as primary contact for our Clients, Field Sales, and all internal teams for EA or Subscription activities. Contacts are with high-ranking military or civilian managers, supervisors, and technical staff at major organization levels of the program.Prepare and present detailed briefing materials & pointed analytics.Create and deliver an adoption and consumption strategy and deliver based upon program and customer requirements, either directly or via delegation to direct reports.Manage all aspects of client requests in order to drive consumption with full engagement with WWT delivery departments.Document all activity in a Customer Success Roadmap through Gainsight (internal Customer Relationship Management tool).Engage with our OEM partners to achieve expertise around assigned OEM's products, people, and processes.Plan and facilitate customer health checks, quarterly success reviews, and workshops.Lead Business Reviews (at cadence appropriate to each stakeholder team) to offer customer insights into their current business outcomes and ROI.Develop, communicate and track KPIs .Identify new areas of opportunity beyond current organizational thinking.Analyze statistics and compile accurate reporting.Create customer experience roadmaps, informed by the needs of the customer. Roadmaps will include short- & long-term plans to deliver on customer strategies.Attend work on a regular and reliable basis. This role may be called upon to work outside regular business hours and with short notice.

　　Qualifications:

　　In-depth experience and intimate knowledge of supporting and/or working directly for Federal Agencies. Direct experience supporting and engaging an Army-aligned agency is very strongly preferred.Extensive experience (10+ years) in the fields of Customer Success, Sales, BD, Project Management, Operations, IT, or Business Analysis.Mid- to Senior-level understanding of Enterprise Agreements with Cisco. Knowledge of other Original Equipment Manufacturers (OEM) products and solutions e.g., Palo Alto, RedHat, VMware, Dell, etc. is ideal but not required. Experience supporting and working within Cisco licensing models and Smart Accounts. Strong internal motivation and passion for learning.Strong project or process development skills.Experience dealing with all levels of corporate structure.Ability to prioritize and organize effectively and manage multiple projects and assignments.Critical thinker with a common-sense skillset.Ability to develop strong, collaborative working relationships with peers, project teams, partners and customers.Capacity to analyze and interpret data.Experience in managing a team of highly functioning individuals, coordinating and delivering against a common goal amongst the team.

　　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.

　　Location:

　　Ideal candidate will be located in or near Washington, D.C., although other locations may be considered.Up to 50% Nationwide travel is possible.

　　Must be US Citizen capable of passing Government background checks. Active Security Clearance is preferred. If not active, must be obtained immediately upon hire.

　　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 programFinancial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition ReimbursementPaid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, BereavementAdditional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

　　Diversity, Equity, and Inclusion is more than a commitment at WWT -- it is the foundation of what we do. Through diverse networks and pipelines, we have a clear vision: to create a Great Place to Work for All. We believe inclusion includes U. Be who U are at WWT!

　　Equal Opportunity Employer Minorities/Women/Veterans/Differently abled. WWT has a vaccine requirement for all of its U.S. workforce. All new hires must be fully vaccinated before starting at WWT. Appropriate religious and medical accommodations will be made and can be discussed in the pre-hire process.

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