CDW · 2 days ago
Associate Customer Success Manager
Vernon Hills, IL
Full-time
Hybrid
Entry, Mid Level
$60K/yr - $86K/yr
2+ years expCDW is a leading multi-brand provider of information technology solutions. The Associate Customer Success Manager role focuses on lifecycle engagement management of CDW supported solutions, coordinating across teams to execute customer success strategies and maintain strategic relationships with customers.
AnalyticsArtificial Intelligence (AI)Cyber SecurityGraphic DesignHardwareInformation TechnologySoftware
Responsibilities
Establish a trusted relationship with each assigned customer and drive continued value of our technology solutions
Specific identification of phased upsell and cross-sell opportunities of solutions and services, and CDW services
Engagement with multiple customers through proactive, open, responsive, and collaborative account management
Ability to orchestrate and gain strong buy-in with multiple external and internal teams and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer’s lifecycle
Software Licensing Management Training and Support – entitlement, structure, portal(s), conversions, etc
Manage the overall and ongoing relationship with multiple customers through proactive, open, responsive, and collaborative account management
Coordinate, plan and execute Customer Onboarding sessions
Lead Digital Touch engagements – large scale customer interactions and campaigns
Facilitate frequent customer consultations and communications to strengthen relationships, conduct gap analysis and report on usage to promote customer loyalty
Act as ‘Voice of the Customer’ to advocate customer needs/issues cross-departmentally and vendor partners as appropriate
Demonstrates advanced insights and understanding of customers business/industry
Develop adoption strategy for new products / features
Strive to continually drive faster “time to value” and improve overall experience for our customers
Leverage CDW solutions and services to drive scale and efficiency internally and with customers to promote collective success
Drive renewals across assigned customer base
Ensure customers are actively participating in support of the field-winning new business
Internal project participation
Skilled in usage and implementation of tools and processes leveraged in the Customer Success role
Process Improvement: Continually look for ways to improve processes
Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organization’s ability to deliver value to our customers
Provide data analysis using customer information, Internal data and partner and provider data
Provide oversight to partners and providers
Qualification
Required
Associate's degree, and 2- years of experience (dependent on specified Partner line of business/technology area) in IT relationship management, project management or account management, OR
4-7 years of experience (dependent on specified Partner line of business/technology area) in IT relationship management, project management or account management
Prior Customer Success experience or equivalent technology area expertise
Excellent communication skills both verbal and written. Includes handling IT terminology with diverse customer audiences
Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
Ability to work well with teams and independently
Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
Develop and maintain positive working relationships with all internal clients and contacts
Ability to communicate with coworkers at all levels in the organization
Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
Ability to continually learn new technology and to keep pace with an ever-changing industry
Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites
Ability to understand, remember, and apply oral and/or written instructions or other information
Ability to organize thoughts and ideas into understandable terminology
Ability to multi-task, organize and prioritize
Ability to apply common sense in performing job
Ability to understand and follow basic instructions and guidelines
Ability to understand and resolve issues and escalations appropriately
In-depth knowledge of Microsoft Office Suite
Preferred
IT knowledgeable a plus
Knowledge of technology, software, and licensing programs a plus
ITIL Foundation Certification a plus
End-user experience with SalesForce CRM a plus
Experience with Gainsight or like Customer Success toolset a plus
Preference to having experience working with partner IBM
Benefits
Annual bonus target of 25% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Company
CDW
At CDW, we know how to make technology work so people can do great things.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$58.74M2015-08-01Post Ipo Equity· $58.74M
2013-06-27IPO
2008-07-31Series Unknown
Leadership Team
Christine Leahy
President & CEO
Sanjay Sood
Chief Technology Officer
Recent News
Government Technology US
2026-01-16
2026-01-05
2025-12-24
Company data provided by crunchbase