Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

JOB SUMMARY

The Customer Success Manager’s (CSM) primary responsibility is to be the key advocate and partner to our Customers to ensure they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Services. The CSM will drive customer satisfaction, adoption, retention, renewals and expansion through effective relationship management and the delivery of exceptional customer services. This role is the main point of contact for a dedicated portfolio of mid-tiered, moderately complex Managed Services customers, building strong and trusted relationships to understand their needs and proactively address any issues and concerns. The CSM is not only knowledgeable in their customer’s business model, goals, projects, timelines, and more but is simultaneously knowledgeable in CDW’s technology solutions providing them the ability to guide and assist our Customers with all of their needs. Additionally, the CSM will act as a liaison between the customer and CDW teams, streamlining partnerships, reducing complexity, and simplifying processes with product development, engineering, professional services, governance, sales/presales, and others.

• Establish a trusted/strategic advisor relationship with each assigned mid-tiered customer
• Act as the main point of contact for multiple assigned 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 mid-tiered customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion of 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 the customer experience
• Engage with customer executives and other influential stakeholders to identify, define, track, and measure the overall impact of 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 customer’s 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
• Escalate 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 areas for service improvement and work with the appropriate teams to implement necessary changes
• Participate in internal initiatives