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CDW · 6 hours ago

Senior Customer Success Manager

Default Location - USA

Full-time

Hybrid

Senior Level

5+ years exp

CDW is a leading multi-brand provider of information technology solutions, and they are seeking a Senior Customer Success Manager to advocate for customers and ensure they achieve their strategic business outcomes. The Sr. CSM will manage relationships with enterprise-level customers, driving satisfaction, adoption, retention, and expansion of managed services.

AnalyticsArtificial Intelligence (AI)Cyber SecurityGraphic DesignHardwareInformation TechnologySoftware

Responsibilities

Establish a trusted/strategic advisor relationship with each assigned enterprise level customer

Act as the main point of contact for multiple assigned enterprise level customers, understanding their business objectives, challenges, requirements and strategic outlooks

Develop and execute customer success plans on established goals to aid the customer in achieving their business outcomes

Orchestrate and manage the overall relationship with a dedicated portfolio of enterprise level customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion of highly complex services and renewal

Stay updated on industry trends, market dynamics, and competitive landscape to provide strategic guidance to customers

Drive customer adoption and utilization of managed services to ensure maximum value and ROI

Analyze customer data to improve customer experience

Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization

Proactively address customer concerns and act as an advocate for their needs within the organization

Gather and analyze customer feedback to identify trends, insights, and areas of improvement

Share customer insights with internal teams to drive product enhancements and service optimizations

Measure and monitor achievement of critical and key performance indicators, reporting both internally to the CDW’s stakeholders and teams and externally to customers’ sponsors and executives

Establish regular cadence (weekly/monthly/quarterly) with each assigned customer to review progress, success and concerns

Respond to customer inquiries, concerns, and issues in a timely and effective manner

Act as CDW’s liaison for technical inquiries, issues or escalations; including working with support, product development, service delivery and other teams as needed to create solution roadmaps

Manage escalations for critical customer issues internally and work towards their prompt resolution

Coordinate with relevant teams to investigate and resolve technical and operational challenges

Communicate issue status and resolution to customers in a clear and concise manner

Meet or exceed expansion goals by Identifying and pursuing opportunities for expansion through upselling and cross-selling additional services based on customer needs and objectives partnering with CDW’s sales teams

Collaborate with customers to understand their evolving needs to align our Managed Services offerings accordingly

Meet or exceed renewal goals by Identifying and driving customer renewals for assigned customer that results in long term contract renewals, maximizing revenue by strategically positioning additional relevant solutions

Identify and lead areas for service improvement and work with the appropriate teams to implement necessary changes

Ability to conduct confident conversation and presentations for external (customer) and internal executive stakeholders (C Level, Director, VP)

Lead and drive internal initiatives

Demonstrate Leadership by coaching and mentoring Associate CSM’s and Customer Success Managers

Training new Customer Success team members

Qualification

Customer Success ManagementRelationship ManagementAnalytical SkillsHealthcare IT KnowledgeITIL Foundation CertificationCustomer Success CertificationGainsight ExperienceServiceNow ExperienceProject ManagementMicrosoft Office SuitePresentation SkillsInterpersonal SkillsProblem-Solving SkillsLeadership Skills

Required

Bachelor's Degree plus 5 years of experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience; OR, 9 years of experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience

Prior experience in Customer Success or equivalent history of growing customer satisfaction, adoption, expansion, retention and renewals

Exceptional verbal, written, social, presentation and interpersonal skills with the ability to effectively communicate with a diverse customer audience

Ability to prioritize and manage multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines

Ability to be a strong teammate and leader, while working independently as a self-starter

Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy

Proven ability to create and maintain positive working relationship with all Customer contacts and internal teams

Ability to effectively communicate with Customers and Coworkers at all levels of the organizations from entry to executive level

Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve with Customers and all internal teams including cross-functional teams

Ability to continually learn and share knowledge about new technologies and to understand and adapt to market and industry changes

Possess exceptional problem-solving and quick conflict resolution abilities

Demonstrated nature of being proactive and self-motivated with a results-oriented mindset

Strong understanding of financial acumen with the experience of applying that knowledge in real world business scenarios

Maintain availability during evenings and weekends to support urgent customer escalations, partnering with internal teams to drive prompt investigation and resolution

Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites

Preferred

Healthcare experience managing large enterprise accounts, including knowledge of compliance (HIPAA), healthcare IT systems (EHR/EMR), and ability to build strategic relationships with hospital or health system stakeholders, a plus

Strong understanding of Managed Services or IT, a plus

ITIL Foundation Certification, a plus

Customer Success Certification, a plus

PMP and/or Project Management experiences, a plus

In-depth knowledge of Microsoft Office Suite, a plus

Gainsight experience, a plus

ServiceNow experience, a plus