CDW · 4 hours ago
Associate Customer Success Manager
United States
Full-time
Remote
Entry Level
$62K/yr - $85K/yr
1+ years expCDW is a leading multi-brand provider of information technology solutions, committed to supporting customers and fostering strong relationships. The Associate Customer Success Manager will act as a key advocate for customers, ensuring they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Services.
AnalyticsArtificial Intelligence (AI)Cyber SecurityGraphic DesignHardwareInformation TechnologySoftware
Responsibilities
Establish a trusted/strategic advisor relationship with a predominantly digital Customer base
Act as the main point of contact for a group of shared customers, understanding their business objectives, challenges, requirements and strategic
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 group of shared customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion and renewal of service
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 the 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
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 customer’s sponsors and executives
Along with their peers, facilitate regular cadence (monthly/quarterly) for a shared group of customers 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
Escalate critical customer issues internally and work towards 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
Identify 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
Identify and drive customer renewals for a shared group of customers
Identify areas for service improvement and work with the appropriate teams to implement necessary changes
Participate in internal initiatives
Qualification
Required
Associate degree plus 1 year of experience in IT relationship management, project management or account management; OR 3 years of experience in IT relationship management, project management or account management
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, 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 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
Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites
Strong understanding of Managed Services or IT
ITIL Foundation Certification
In-depth knowledge of Microsoft Office Suite
Preferred
PMP and/or Project Management experiences
Gainsight experience
ServiceNow experience
Benefits
Annual bonus target of 5% 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
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