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Company

CDW · 4 hours ago

Client Success Specialist - Azure - Digital Velocity

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

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

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

Maintain a thorough understanding of cloud-managed, managed application and professional services offerings and solutions

Actively develop and obtain client case studies and references

Actively obtain client satisfaction surveys related to the CDW services delivered

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

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

Drive client adoption and utilization of managed cloud services to ensure maximum value and ROI.

Analyze client data to improve the client experience

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

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

Share client 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 client’s sponsors and executives

Establish regular cadence – weekly, monthly or quarterly – with each assigned client to review progress, success and concerns

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

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

Manage escalations for critical client 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 clients 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 client needs and objectives partnering with CDW’s sales teams

Collaborate with clients to understand their evolving needs to align our managed cloud services offerings accordingly

Meet or exceed renewal goals by identifying and driving client renewals for assigned client 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 (client) and internal executive stakeholders

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client SuccessRelationship ManagementCloud ServicesAWS CertificationAzure FundamentalsGCP CertificationITIL CertificationProject ManagementSalesforceServiceNowMicrosoft Office SuiteFinancial Acumen

Required

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

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 client contacts and internal teams

General knowledge of applications management processes and methodologies

Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve with clients 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

Posses 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